Customer experience manager F/M

Audensiel; Strasbourg; Sur place; EUR 35 000 - 55 000; Plein temps

Résumé du poste

Cette entreprise innovante recherche un professionnel dynamique pour renforcer ses équipes dans le domaine de la transformation digitale et du conseil. En tant que consultant, vous jouerez un rôle clé dans l'établissement de relations solides avec les clients, assurant leur satisfaction continue. Vous serez responsable de la qualité des systèmes déployés et de la gestion des contrats de maintenance, tout en travaillant en étroite collaboration avec les équipes techniques. Si vous êtes autonome, organisé et passionné par le service client, cette opportunité est faite pour vous. Rejoignez une équipe engagée à promouvoir la diversité et l'égalité des chances dans un environnement stimulant.

Qualifications

• 3 ans d'expérience significative dans des sujets similaires.
• Autonomie, organisation, rigueur et sens du service requis.

Responsabilités

• Établir une relation professionnelle avec les clients pour assurer leur satisfaction.
• Planifier et superviser les actions sur les systèmes en fonction des contrats.

Connaissances

Gestion de projet

Agile

Relation client

Analyse des risques

Anglais

Formation

Licence en informatique

Licence en sciences

Licence en relations clients

Description du poste

A multi-specialist player in digital transformation, business consulting, and technology consulting, Audensiel supports its clients in all sectors of activity in France and internationally in the following areas:

1. Digital: Digital transformation projects, from project management using the Agile method through AMOA and application development to acceptance/testing.
2. Consulting: IT consulting within IT departments and business consulting within functional departments specifically for Banking, Insurance, and the Pharmaceutical Industry in their issues of governance, regulatory compliance, risk management, and transformation of financial departments.
3. Data/AI: Architecture and development of Big Data solutions with data engineer and data scientist consultants. Development of innovative artificial intelligence projects for our clients in the form of POC.
4. IoT: Exploitation of data from connected objects and their processing within complex interconnected systems. Design of the entire value chain to provide the best user experience for these new services and optimize productivity gains.
5. Cybersecurity: Support on the governance of our clients' cybersecurity issues. Audit and project management for data defense and security.
6. Cloud/DevOps: Support at different levels of your project, strategy and governance, architecture, development, or even DevOps.

Responsibilities:

1. Establish a professional relationship with clients to achieve ongoing client satisfaction.
2. Monitor actions to be implemented following customer satisfaction questionnaires.
3. Ensure the quality and monitoring of systems already deployed.
4. Work closely with the Insurance Manager, Technical Coordinator, and Customer Service Team Leader in the consolidation of the team schedules.
5. Implement and ensure the proper application of the maintenance contract or contractual warranty. Ensure compliance with contractual obligations.
6. Motivate the teams around the service to render to our customers.
7. Plan, supervise, and report to its customers the various actions carried out or to be carried out on the systems, within the framework of the guarantee of a project or a maintenance contract.
8. Regularly provide his/her line manager with the risk analysis of his/her portfolio of contracts (anomalies that may disrupt the application of contractual requirements), and in particular concerning the applicable penalties.

Minimum Requirements:

1. A bachelor’s degree in computer science, science, or customer relations.
2. At least 3 years of significant experience on similar topics in ticketing and/or the public transport sector.
3. You are autonomous, organized, and rigorous.
4. You have a sense of business and service.
5. Good oral and written expression.
6. You have a common level of English.

In accordance with its ethical commitment, Audensiel is committed to combating all discrimination and promoting diversity and equal opportunities.