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, the TravelCar headquarters is located on the top floor of a very friendly Haussmann building and also has offices in Berlin, Tunis and 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, including the first objective is to innovate ... do not delay, JOIN US!

As part of the industrialization of our developments, we are looking for:

Customer Success Manager 

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

Your mission

  • Real problem solver accompany you and provide the best information to our users on their different claims
  • You analyze requests, search for suitable solutions and escalate tickets to internal teams if needed
  • You control the activity on a daily basis, interacting with our customers by "level 3" e-mails and phoning during litigation resolutions
  • You put in place key indicators-KPIs to evaluate the performance of your actions
  • You track actions, edit reports and activity reports
  • In connection with our Customer Relationship Manager, you bring solutions for the management of tickets, disputes, litigation of our customers
  • You train, supervise and increase the skills of our offshore teams in charge of the processing of solicitations, contraventions & customer disputes
  • 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 action and improvement strategy of our processes
  • You update the documentation and databases (guides, manuals, databases, internal tools, ...)
  • You ensure the respect of the processes put in place
  • You distribute internally and externally our certifications, our methods and results (presentation, report, certification, accreditation, ...)

Who are you ?

Let's talk 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 are autonomous and bring new solutions adapted to our activities!
  • 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
  • Your French & English are common
  • 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
  • Macro analysis of collections database SAV
  • Strength of proposal & reflection on the tools and process to put in place
  • Perfect mastery of spelling!
  • Challenger at heart, you like to reach ambitious goals!
  • Ease in presentation reports to our partners and internally
  • Identification of the relevance of the methods according to the objectives
  • Good command of Aircall, Diabolocom and project management tools (Jira ..), Office, Google Suite etc.

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

  • CDI - Full time
  • Availability - 01/11/2019
  • Salary according to the profile
  • Paris 09

Please Note: the original job description is in French. 

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