Customer Success Manager

Are you ready to develop the future of retail?  

As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.  

VusionGroup  is a fast-growing, fast-paced retail tech company. We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.   

We build. We create impact.  

Within the CSM department, you will be responsible for managing the services around our IoT & SaaS solutions in collaboration with internal teams and retail sector clients for UK. Your missions will include:

• Develop/maintain relationships to position Vusion Group as key service partner.
• Monitoring service commitments: Ensuring that the services provided meet the contractual commitments in terms of support, maintenance, and asset management, in collaboration with stakeholders (support, sales, client project managers, experts, etc.).
• Coordinating teams: Working with support teams, client project managers, and other stakeholders to ensure quality service and meet service contract commitments.
• Managing service contract budgets: Tracking and managing the budgets of service contracts.
• Defining SLA/SLR content and implementation: Defining and adjusting service level agreements in consultation with contract stakeholders.
• Leading client steering committees: Organizing and leading meetings with clients to discuss performance and possible improvements.
• Managing events impacting services: Ensuring that all events that could affect the service contract are taken into account throughout its lifecycle.
• Developing improvement plans: Creating continuous improvement plans and associated actions.
• Proactively proposing service evolutions: Suggesting proactive service improvements, costing them, and presenting them to the client in collaboration with the Key Account Manager (KAM).
• Participating in contract setup and renewal: Actively participating in the setup and renewal of contracts in collaboration with sales and pre-sales teams to provide indicators and information to define the best strategy.

Qualifications we’re looking for.     

• Proven experience up to 5 years in the same role 
• Ability to understand customer's needs and build trust-based relationships 
• Native english (the manager and the hiring team speak english/french) 

Ideally, the candidate would also demonstrate:

• A strong customer-centric mindset
• Experience with high-level customer engagement
• Experience working in large retail organizations
• Excellent attention to detail
• A proactive approach and initiative in improving service
• The ability to think quickly and resolve challenges
• Openness to change and adaptability
• A high level of energy and enthusiasm

We innovate. We help communities thrive.  

 VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.   

 The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.   

We feel supported. You will too.   

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including:  

• Schedule: A flexible, hybrid work schedule   

• Career Growth: E-learning opportunities and workshops, and global mobility potential   

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