Customer Success Manager (Paris, FR)

TravelCar

About us

TravelCar has managed to establish itself in just 6 years as a reference player to revolutionize the mobility of travelers.

Became reflex Nº1 for more than 1 million users, in more than 62 countries across 5 continents, available in 30 languages, 26 currencies, TravelCar is

5,000 partners and several hundred thousand vehicles available for rent!

After booking parking spaces, car rental, and now the transfer, the goal of TravelCar is to accelerate its international development, and continue to expand its services in Airports, Stations and centers cities.

Located in the heart of Paris, in the immediate vicinity of Galeries Lafayette and a few minutes from Saint-Lazare train station, TravelCar's head office is located on the top floor of a very friendly Haussmann building and also has offices in Los Angeles.

If you want to join a team of enthusiasts, in a human-sized, innovative, agile, international-oriented structure and join a team of experts, dynamic, fun, full of ideas, motivation and varied skills! whose main objective is to innovate, do not delay, JOIN US!

A baby TravelCar is on the way in our service team! We need REINFORCEMENT! We are looking for: a Customer Success Manager ready for this great challenge.

Your mission

In a transversal team, you work in liaison with the Parisian and international teams on the following topics:

  • Real problem solver accompany you and provide the best information to our users on their different claims
  • You analyze requests, search for appropriate solutions and escalate tickets to internal teams if necessary
  • You control the activity on a daily basis, interacting with our customers by mail & by phoning
  • You put in place key indicators-KPIs to evaluate the performance of your actions
  • You follow actions, publish reports and reports on activities
  • You bring solutions regarding the management of the contraventions, disputes, disputes of our customers
  • You train, supervise and increase the skills of our offshore teams in charge of the treatment of solicitations, contraventions & disputes customers
  • You retranscribe in detail the anomalies and needs encountered by our customers in order to continually improve the customer experience
  • You participate in the implementation of corrective actions and improvement strategy of our processes
  • You update the documentation and databases (guides, manuals, databases, internal tools, ...)
  • You distribute internally and externally our certifications, our methods and results (presentations, reports, certification, accreditation, ...)

Who are you ?

Let's talk more about you!

  • H / F - graduated from a Bac +2, business school / legal or technical
  • + 3 years of experience in a similar position, as a CSM with BtoB and / or B2C clients
  • You have an analytical & synthetic mind
  • You have a very good web culture like us!
  • You have "ideally" past experience in a Carsharing / Rent company
  • You have an excellent ability to analyze, understand and resolve incidents
  • You know how to manage your stress and keep your cool in all situations
  • French & English
  • An additional language would obviously be a big plus!
  • You have a good writing and oral fluency
  • You are able to convince an interlocutor while taking into account his constraints
  • Versatile & curious you are a real touch to everything!

Required Skills

  • A mission as exciting, complete and varied requires "powers" to the height:
  • Excellent interpersonal and very good sense of pedagogy
  • Perfect mastery of spelling!
  • Macro analysis of collections database SAV
  • Proposal force on tools and processes to put in place
  • Identify the relevance of the methods according to the objectives
  • Technophile, passionate about new technologies!
  • Good command of Diabolocom, easiware and project management tools (Jira ..), Office, Google Suite
  • You like the challenge and achieve ambitious goals!

What we offer

Working at TravelCar is integrating a tribe in which excellence and performance culture rhyme with good atmosphere, but also:

The opportunity to revolutionize mobility with us!

  • A superb integration with lots of surprises ...
  • A career evolution certain!
  • Atypical premises in the heart of Paris (5min from St Lazare)
  • Tools of last job.
  • Maximum collaboration between the different teams.
  • No room for coffee is old fashioned!
  • A restaurant card allowing you to deliver good food!
  • A gymlib sports pass to burn all those good dishes ..
  • Foosball duels for lunch
  • Regular afterworks ..
  • And international teams and projects to perfect your languages !!

Non-exhaustive list!

👀 * Psst .. we'll get you started: Get out of the pack when you apply by joining your resume with a pitch, prez, or other original content of your choice, suggesting your ideas for the job and / or your past accomplishments. The goal is to discover you more! #OpenOriginality!

Type of employment

  • CDD (from 16/11/2019 until the return from maternity leave)
  • Full-time
  • Paris 09

Please Note: the original job description is in French

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