Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
YOUR ROLE
We are looking for a Customer Success Manager for a very ambitious agile-at-scale program, which will have a strong impact overall on Edenred Group as it will impact more than 40 Business Units.
As Customer success manager, your main responsibilities will be:
1. Business Unit (BUs) Support and Relationship Management
Act as a Point of Contact: Serve as main contact for BU, addressing questions & issues.
Is crucial Value role for the Factory and for the BU Extended Ops (BPOs & Product Operations Liaison Manager) for the Edenred+ platform, helping them navigating the smarter world and solving any issue that may rise.
Coordinator ensuring operational excellence in bus by assisting BU Ops and controlling efficiency,
Collaborates with cross-functional teams with Business Units, Factory and 3rd party Eco-system Partners
Purpose is to bring value to Business Units, ensuring bus take the most of smarter
Relevant BU Communication (Proactive with releases & Reactive with incidents):
In case of deployment of new releases (initiated with WAZN - "What's New"), CSM will coordinates BU Activation (train the trainer activities, BU testing if relevant)
For critical incidents, with Incidents Manager, communicate early with BU to help Customer Service not be impacted or facilitate autonomy (Interactive Voice Response or BU MCU portal Banners), sharing Post Incidents Review
BU governance to get “Voice of the BU”; through Daily, Weekly, Monthly Operational Review; Clear, empathetic communication with customers is critical, both written & verbal
2. Product Adoption and Usage
Support Product Mastering: Help BU to understand how to use the E+ Platform to meet their business goals, guiding them to discover, using features maximizing their experience plus shielding Factory within qualitative incident feedback
Speak with Data; Monitoring Metrics and help to identify with BUs areas where customers may need additional support or training in line with the key outcomes we are aiming for (BU Autonomy, Customer satisfaction,..)
Operational Reviews with BU Management to ensure they are getting value from the product (KPI), focus on BU Autonomy and resolve potential issues before they escalate
3. Product Operations improving Product & Problem Management
Problem Identification-Solving: The ability to think on your feet, raise Product & Non-Product Problems and resolve customer issues quickly and efficiently, using Factory/ BU
SmartER Academy: Sharing product Knowledge in-depth understanding about current issues & workaround (Runbooks) including Business Best Practices
4. SmartOPS Community & Continuous Improvement
SmartOPS & Business Process Owners community facilitation to improve/ identify Business Best Practices
Develop and share a strong knowledge on Merchant-Client-User Edenred+ platform and related ecosystem
Shares business practices and support implementation (Data Driven based on KPI e.g. Customer Interaction)
Proactive and strongly contributing to the improvement of Product Operations (Factory & BU)
Contributes to operational efficiency and risk mitigation.
We love working with each other because we have built a culture that suits us well:
- Happy: Where there is a will, there is a way. Having a positive disposition allows us to achieve great things and to support each other.
- Helpful: Always looking for ways that you can help others.
- Curious: It is essential that you have a passion for learning. Technology changes daily, and life has a way of constantly raising the bar.
YOUR PROFILE
You could be our next teammate if you have:
At least 5 years of experience in incident/problem management in a SaaS environment
Proficient in Salesforce and Jira.
Strong analytical and process-oriented mindset.
Proactive problem-solving capabilities.
Excellent communication and interpersonal skills
Fluency in French and English (written and spoken)
Apply now and Vibe with Us!
Top Skills
What We Do
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting 60 million users and 2 million partner merchants in 45 countries via close to 1 million corporate clients.
Edenred offers specific-purpose payment solutions for food (such as meal benefits), incentives (such as gift cards, employee engagement platforms), mobility (such as multi-energy, maintenance, toll, parking and commuter solutions) and corporate payments (such as virtual cards).
True to the Group’s purpose, “Enrich connections. For good.”, these solutions enhance users’ well-being and purchasing power. They improve companies’ attractiveness and efficiency, and vitalize the employment market and the local economy. They also foster access to healthier food, more environmentally friendly products and softer mobility.
Edenred’s 12,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2022, thanks to its global technology assets, the Group managed some €38 billion in business volume, primarily carried out via mobile applications, online platforms and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC 40, CAC 40 ESG, CAC Large 60, Euronext 100, Euronext Tech Leaders, FTSE4Good and MSCI Europe.
Our employees vibe with a passion for customer service, respect, imagination, simplicity and the entrepreneurial spirit that are Edenred’s values. For everyone who wants to experience that vibe, who needs it in their professional life, we want to be the best company to come and work and develop each person who takes part in the Edenred adventure
