Customer Care Manager

Didomi helps organizations implement great Privacy User Experiences that respect choices and give people control over their data.Our Global Privacy UX Solutions are designed to solve today's data privacy challenges, such as multi-regulation consent management, privacy governance, and the need to provide self-service user privacy journeys, supercharged by flexible integrations, high-grade security standards, and premium support services.Thousands of companies work with Didomi to collect billions of consent and preference data points, monitor vendor and tracker activity, reduce compliance risk, and engage their users with highly personalized, privacy-first experiences that build trust and loyalty.We are currently looking for a Customer Care Manager to work under a fixed-term contract to temporarily replace our current team member who will be on maternity leave. Possible start date : March 2024.Customer education is a strategic business function of onboarding, engaging, and retaining new and existing customers to achieve maximum value.As Customer Care Manager, you will play a vital role as the first point of contact and the solution provider of our customers. You will be our ambassador!Your responsibilitiesMaintain a very high level of customers satisfaction to improve retention and renewal-Train our customers to make them product experts both in terms of compliance and platform usage in order to maximize their adoption of the product-Interact with customers and understand their needs in order to optimize their use of our solutions-Troubleshoot issues reported by customers by suggesting workaround and intelligent solutions to fit with our customers’ needs-Work with the Account Management Team and provide them with all the necessary information for the follow-upCare and train our customers while they onboard and learn how to navigate our platform-Work with our Account Executives to manage client expectations and ensure that you have all necessary information for a smooth transition-Simultaneously manage the onboarding process for a portfolio of new customers-Onboard and help our customers to deploy and implement our solutions for the first time through demo and call sessions-Improve the quality and the time of the onboarding process to improve the Time to First ValueAnswers daily customers’ questions when they’re using the platform-Answer in a reactive and efficient manner level 1 incoming requests by chat and/or mail (information and resolution)-Escalate customers’ issues when necessary (to the L2 support or management)Closely collaborate internally with customer-facing teams and Product + Marketing teams-Contribute to the continuous improvement of the team’s procedures : automatic emails, on-demand video training…-Represent customers internally by communicating their feedback to our Product team especially-Create and/or update internal and external documentation (user guide, FAQ, videos tutorials, webinars…) with our Content teamYour profile3+ year experience in a similar positionFluency in French and English. Another language like Spanish, Italian or German would be appreciatedKnowledge of HTML, CSS and/or JSON (and JavaScript) is a plusExcellent verbal and written communication skillsProblem solver, rigorous and empathic characterPedagogy and patience are part of your qualities, you know how to adapt to your interlocutors and love to helpYou like to work in dynamic environments and fast-paced teamsBe available between 09:00 - 12:00 and 14:00 - 18:00 (Paris time)Recruitment processHR Screen (15 min)Case study preparation at homeCase study presentation with Hiring Manager (1h)Final interview with our Customer Success Director and our CRO (30min)We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.The information collected from your application is subject to data processing on the basis of the performance of pre-contractual measures. The processing is intended for the management of applications for positions at Didomi. The fields marked with an asterisk are mandatory. Failure to complete them will result in your application being impossible to process.The recipients of the data are Didomi’s Human Resources team and other people in the company who are involved in the recruitment process, as well as their service providers. The data provided will be kept on our records for a period of two years, beginning from the last contact Didomi has with the candidate. In accordance with the applicable legislation you have the right to access, rectification, deletion, opposition. In case of disputes, you have the right to refer to the Commission National de l'Informatique et des Libertés. You can exercise your rights by contacting the data controller at the following address [email protected] #J-18808-Ljbffr