Customer Success Manager

Job Title:

Customer Success Manager

Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Remote

As a Customer Success Manager, you will help create energy and excitement around our technologies. You'll have 2 main missions :

• Support our own IP solutions : pre sales, set up, deployment, monitoring & business expansion alongside with product owners, tech teams, users & partners
• Conduct pilots and proofs of concept for new products.

As part of our team you will report to one of our Group Managers.

On both cases, you will work with our partners and providers, our our teams and our clients to assess the technical and operational feasibility and the economic interest of these products for our business, and make sure it can be scaled up in our daily activities.

Your activities will cover the following tasks:

• PMO role: Define and coordinate POC tasks and planning, from a tech & business point of view, including external and internal partners (clients, operations, IT, legal, security, compliance)
• Contribute to define the key success factors of the pilots, make sure we are able to measure them.
• Assist local IT & business teams in the implementation and usage of the solution we want to test.
• Manage daily relationship with the providers.
• Manage the communication stream with operations and client management teams regarding the tools and the tests.
• Analyse and challenge results, suggest improvements
• Provide to your team returns on experience
• Evaluate scale up potential
• Contribute to define a business model & Return on investment evaluation, being able to replicate it for other campaigns
• Prepare and implement handover of the solution in case of success to IT operations

What we´re looking for

Great customer experience is at the core of our company´s success, so you will help achieve our objectives. We welcome candidates from diverse and atypical backgrounds, but we´d appreciate if you have the following:

• Appetite for technology, innovation and business and operational sense.
• AI focus : we're not only looking for AI PHD, however you need to understand Generative AI mechanisms (eg LLM optimization) and challenges. We will appreciate some references around prompt engineering & existing projects
• Experience regarding BPO & contact center operations (KPIs, ops challenges, client management…)
• Dive Deep & analytics capacity.
• Ownership spirit.
• Agile & Smart.
• Don't hesitate to take risks.
• Contact centre technologies background (however no expertise in any specific technical field is required).
• Familiar with testing strategies.
• Fluent in English. Any other language (Italian, French, German, Portuguese, Spanish…) would be an advantage

What we offer

The chance to work in a face-paced international company with great career growth opportunities:

• Salary + bonus
• Location: You can be based in London, Paris, Barcelona or any other of our Catalyst offices in EMEA

Location:

GBR London - 1st Floor, 44-45 Great Marlborough Street

Language Requirements:

Time Type:

Full time

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