{"id":2724,"date":"2022-07-29T10:56:53","date_gmt":"2022-07-29T08:56:53","guid":{"rendered":"https:\/\/atomic-temporary-207885880.wpcomstaging.com\/?p=2724"},"modified":"2022-07-29T10:56:53","modified_gmt":"2022-07-29T08:56:53","slug":"customer-success-manager-fiche-metier","status":"publish","type":"post","link":"https:\/\/hornet-conseil.fr\/index.php\/2022\/07\/29\/customer-success-manager-fiche-metier\/","title":{"rendered":"Customer Success Manager (CSM)"},"content":{"rendered":"<h2>Customer Success Manager \/ Fiche M\u00e9tier<\/h2>\n<h3>Le CSM est un professionnel qui veille \u00e0 ce qu&#8217;un client soit satisfait d&#8217;un produit ou d&#8217;un service. Dans ce post :<\/h3>\n<ul>\n<li>Mission et r\u00f4le<\/li>\n<li>Comp\u00e9tences requises<\/li>\n<li>KPI&#8217;s et r\u00e9sultats attendus<\/li>\n<li>\n<h3>Missions et r\u00f4le<\/h3>\n<\/li>\n<\/ul>\n<p>Le Customer Success Manager peut \u00eatre charg\u00e9 de fournir un soutien \u00e0 la client\u00e8le, de former les clients \u00e0 l&#8217;utilisation d&#8217;un produit et de d\u00e9velopper les relations avec la client\u00e8le. Il assure un service client irr\u00e9prochable et augmente la satisfaction client, l\u2019usage du produit ou service et taux de r\u00e9tention principalement dans des start-up BtoB c\u2019est le m\u00e9tier du Customer Success Manager digital.<\/p>\n<ul>\n<li>\n<h3>Comp\u00e9tences requises<\/h3>\n<\/li>\n<\/ul>\n<p>Pour r\u00e9ussir dans ce r\u00f4le, un responsable du succ\u00e8s client ou CSM doit avoir d&#8217;excellentes comp\u00e9tences en mati\u00e8re de service \u00e0 la client\u00e8le et \u00eatre capable <a href=\"https:\/\/hornet-conseil.fr\/revue-de-presse\/la-grille-de-salaire-2023-des-metiers-du-digital\/\">d&#8217;\u00e9tablir des relations solides<\/a>. Le Customer Success Manager doit \u00e9galement \u00eatre capable de comprendre les besoins des clients et \u00eatre proactif dans la recherche de solutions aux probl\u00e8mes.<\/p>\n<ul>\n<li>\n<h3>KPI&#8217;s et r\u00e9sultats attendus<\/h3>\n<\/li>\n<\/ul>\n<ol>\n<li>Augmenter la proportion de clients satisfaits et le mesurer<br \/>\n<em>Exemple : Booster le NPS de +20% (Net Promoter Score) \/\/ Avoir 8 clients sur 10 satisfaits<\/em><\/li>\n<li>Augmenter l\u2019usage du produit ou du service<br \/>\n<em>Exemple : Doubler (de 50 \u00e0 100) le nombre d\u2019abonn\u00e9s \u00e0 l\u2019offre 2<\/em><\/li>\n<li>Limiter le Churn<br \/>\n<em>Exemple : Maintenir le taux d\u2019attrition sous les 5%. Le taux de churn = proportion de clients perdus ou ayant chang\u00e9 de produit et service au cours d\u2019une p\u00e9riode donn\u00e9e)\u00a0<\/em><\/li>\n<\/ol>\n<p>Ressource : <a href=\"https:\/\/www.studi.com\/fr\/metier\/customer-success-manager\">Le m\u00e9tier de Customer Success Manager\/Studi<\/a><\/p>\n<p>Cr\u00e9dit : <a href=\"https:\/\/www.pexels.com\/fr-fr\/photo\/homme-avec-un-casque-face-a-un-ecran-d-ordinateur-845451\/\">Photo de Andrea Piacquadio sur Pexels<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer Success Manager \/ Fiche M\u00e9tier Le CSM est un professionnel qui veille \u00e0 ce qu&#8217;un client soit satisfait d&#8217;un produit ou d&#8217;un service. Dans ce post : Mission et r\u00f4le Comp\u00e9tences requises KPI&#8217;s et r\u00e9sultats attendus Missions et r\u00f4le Le Customer Success Manager peut \u00eatre charg\u00e9 de fournir un soutien \u00e0 la client\u00e8le, de [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":2726,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[28,17],"tags":[],"class_list":["post-2724","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-fidelisation","category-relation-client"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Success Manager (CSM) - HoRnet Conseil<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hornet-conseil.fr\/index.php\/2022\/07\/29\/customer-success-manager-fiche-metier\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Success Manager (CSM) - HoRnet Conseil\" \/>\n<meta property=\"og:description\" content=\"Customer Success Manager \/ Fiche M\u00e9tier Le CSM est un professionnel qui veille \u00e0 ce qu&#8217;un client soit satisfait d&#8217;un produit ou d&#8217;un service. 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