- Company Name
- Stocklear
- Job Title
- Customer Success Manager
- Job Description
-
Job title: Customer Success Manager
Role Summary: Own end‑to‑end client support and account partnership for a B2B marketplace, ensuring high‑quality service, proactive account management, and continuous improvement of processes and customer experience.
Expectations: Handle operational support, manage ticket flow, maintain an active key‑buyer portfolio, and translate customer insights into actionable improvements across teams. Deliver timely, clear, solution‑focused communication and collaborate cross‑functionally to resolve complex cases.
Key Responsibilities:
• Process daily customer inquiries, questions, and complaints across all channels, maintaining full case ownership until resolution.
• Prioritize urgent issues, ensuring fast, accurate responses and measuring satisfaction.
• Maintain accurate, up‑to‑date ticketing records (e.g., Zendesk, HubSpot) and analyze volume, turnaround time, and backlog to anticipate bottlenecks.
• Conduct regular checkpoints with a portfolio of key buyers, understanding needs, promoting best practices, and preventing churn.
• Identify recurring problems and trend signals from support data; develop and implement systemic improvements in processes, tools, and documentation.
• Coordinate with logistics, operations, finance, and sales to resolve complex cases and support cross‑functional projects.
• Update and create internal knowledge resources (guides, FAQs, templates).
Required Skills:
• Minimum 2 years in Customer Care, Success, or Account Management, preferably B2B e‑commerce.
• Advanced proficiency with ticketing systems (e.g., Zendesk, HubSpot).
• Ability to perform basic data analysis (Metabase, Google Sheets) and identify trends.
• Strong written and verbal communication; professional English and fluent French; additional languages advantageous.
• Empathy, calm under pressure, analytical mindset, solution orientation, and strong organizational priorities.
• Documentation and process structuring capabilities.
Required Education & Certifications:
• Bachelor’s (Bac +3) or higher in commerce, management, customer relations, or related field.
• Professional English proficiency; French fluency required.
Villeneuve-d’ascq, France
On site
Junior
03-12-2025