Beschreibung

GLOBAZ SA develops and hosts critical IT solutions for demanding environments in Switzerland: pension, health, industry, and public administration. Our activities involve a high level of reliability, security, quality of execution, and responsibility. The company is committed to an ambitious transformation of its business model and its level of execution. In the context of the evolution of our Customer Journey, we are looking for a:Client Success ManagerGLOBAZ SA is committed to an ambitious transformation of its business model, its culture, and its client relationship. Our ambition: to move from a service provider logic to a partner logic. Our clients do not evaluate us on our intentions. They evaluate us on the quality of the experience lived, our ability to understand their challenges, our proactivity and our responsiveness, our ability to resolve their pain points, and our ability to contribute concretely to their success. This key role is created to concretely improve the client experience, reduce friction, accelerate the resolution of problems, and sustainably strengthen the value created for our clients.The RoleThe Client Success Manager guarantees a readable, coherent, and structured relationship between the client and GLOBAZ, ensuring alignment between the client's needs, Globaz's commitments, and the value actually perceived. You act as the reference point for the client, with a transverse vision of the challenges, interactions, and decisions. This role is not a coordinator of meetings or an account manager; we are looking for a person capable of deeply understanding the client's business challenges, influencing internal decisions, challenging priorities when necessary, transforming client irritants into concrete actions, proactively evolving services, and creating value. You are the voice of the client within GLOBAZ SA, but also our voice to the client. The Client Success Manager also constitutes a structuring lever to ensure our growth in the market.Your ResponsibilitiesUnderstand the client's challenges:- Develop an in-depth understanding of business priorities, regulatory constraints, challenges, and opportunities.- Maintain a global vision of the client and their trajectory.Transform insights into concrete actions:- Identify gaps between the expected experience and the experience actually lived.- Transform insights into concrete, measurable action plans.- Contribute to reducing friction, improving satisfaction, and the perceived quality, and simplifying interactions.Influence:- Challenge priorities.- Carry sensitive subjects.- Defend the client's interests.- Identify, structure, and facilitate necessary arbitrations.Drive continuous improvement:- Implement a structured continuous improvement logic.- Transform client feedback into actions.- Identify irritants.- Follow action plans, measure progress made, and communicate results.Contribute to the evolution of GLOBAZ SA:- Our ambition is to become a partner recognized for its: credibility, transparency, capacity for innovation, and agility.Internal leadership and transverse vision:- Align internal teams around client challenges.- Fluidify decision-making in complex environments.- Collaborate closely with the various stakeholders (Pre-Sales, Delivery, and Product) and fluidify the communication between them.Your Profile- Degree in commerce, management, IT, or equivalent.- Confirmed experience in roles such as, for example: Account Manager, Service Delivery Manager, or Customer Success Manager (client-oriented).- Experience in IT and service environments.- Demonstrated ability to influence stakeholders and make an impact.- Business understanding (understanding of business challenges beyond processes).- Analytical thinking; you know how to identify root causes rather than treating symptoms.- Ability to evolve in transverse environments, global and systemic vision.- Excellent communication skills and ability to arbitrate and facilitate decision-making.Join us now and grow your ambitionsThis role offers high visibility, proximity to management, a concrete impact on the client experience, and the possibility of contributing to an ambitious transformation.How will we measure your success?We will not measure your performance on the number of meetings organized but on your ability to generate results: reduction of recurring irritants, increase in client satisfaction, reduction of escalations, reduction of perceived delays, and value creation.GLOBAZ SA, your ideal employerShow us your passion; we look forward to receiving your application. On our side, we will apply to our future talents and share our GLOBAZ CV with you to convince you that we are your ideal employer. jidbb070e6aen jit0727aen jpiy26aen