We're looking for our first PS/CSM specialists! A unique opportunity to work closely with the CEO to build the Customer Success practice of a fast-growing SaaS startup.
The position
The PS/CSM specialist manages our customers to make the best possible use of Pyla, through various missions: project launch, customer satisfaction and loyalty, customer education and adoption, and customer expansion.
The members of the Professional Services/Customer Success team play an essential role in our company, acting as a link between customers and internal teams such as sales, product, tech and marketing.
You report directly to the CEO and CTO.
About Pyla
Pyla publishes a SaaS solution for IT teams. The software enables HR, Managers, General Services and IT to coordinate the allocation/withdrawal of hardware, software, badges, etc. throughout the employee lifecycle, i.e. on arrival and departure, as well as during job changes, long-term leave, etc.
Missions
Implementation of the Pyla platform on customer sites
- Support sales teams in the pre-sales phase, particularly on technical issues and customer account configurations
- Ensure the scoping and launch phases of Pyla projects with our customers
- Implement and configure our Pyla solution for each customer
- User training (IT, HR, General Services and business)
- Draft the documentation required for customer training
- Building a successful methodology for our customers
Definition and implementation of a Customer Success methodology
- Ensure periodic reviews with customers to monitor achievement of objectives set during implementation.
- Be proactive with customers and the Product/Tech team regarding necessary platform upgrades
- In collaboration with Marketing, develop a customer nurturing program to support users according to profile and maturity.
- Writing and updating the help center
- Building the Customer Success methodology
Customer satisfaction drives growth
- Ensuring renewals
- Identify new opportunities with your contacts to bring new leads to the Sales team
- Customer support: answer our customers' day-to-day questions via our Intercom chat and carry out the necessary investigations and resolutions with our technical teams.
Product roadmap
- Define future customer needs and requirements with the Product team
- Write functional and technical specification documents and reports for follow-up with Tech/Product teams
Tools/solutions used:
- Customer support & follow-up : Intercom
- Marketing Automation & CRM: Hubspot
- Product roadmap : Airtable
Your profile
- First experience (excluding internship) in a similar position or in IT project management within an IT department.
- Curiosity: You ask a lot of questions, learn quickly and enjoy absorbing large volumes of new information.
- Organized and autonomous: You have a structured working method and are comfortable working independently.
- Strong culture of customer satisfaction
- Excellent oral and written communication skills
- Bilingual French and English
- Experience in the tech sector, software publishing, SaaS mode is a plus
- Knowledge of ITSM, IAM, HRIS is a plus
