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- Tasks: Engage with customers, enhance satisfaction, and resolve issues proactively.
- Company: Join Michelin Connected Fleet, a leader in sustainable mobility with 130 years of innovation.
- Benefits: Enjoy flexible working hours, remote options, and a supportive work-life balance.
- Why this job: Be part of a diverse team driving change in sustainable technology and customer success.
- Qualifications: University degree and customer service experience required; strong communication skills essential.
- Other info: Work in an inclusive environment with opportunities for personal and professional growth.
The predicted salary is between 28800 - 43200 £ per year.
Location: Leeds, (Home based)
Contract: Permanent
As MICHELIN Connected Fleet, a division of the Michelin Group, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year.
OUR DREAM
We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers.
OUR PEOPLE & WAYS OF WORKING
At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team’s growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.
THE ROLE IN SHORT:
The Customer Success Management team (CSM) exists to understand the needs of our customer, create intimacy, adapt solutions to meet these needs and maintain strong, meaningful relationships with our customers. CSM has consistently demonstrated a powerful retention ability; in turn building loyalty, strong relationships and references. The CSM is focused, available, knowledgeable and able to deploy skills independently of the Sales teams, allowing both activities to retain their integrity and put the user first.
- Create customer intimacy by proactively keeping in touch with clients
- Coach our customers to get value from Masternaut products and services
- Are responsible for monitoring, reviewing and implementing improvements to service performance
- Act as the first point of escalation for our customers for any complex queries or issues
WHAT WILL I BE DOING:
- Cultivate meaningful customer intimacy with a combined portfolio
- Improve customer satisfaction scores and NPS
- Improve customer retention and reduce churn
- Connect Customer Experience Manager across the business, working with all departments to ensure the Customers’ needs are at the forefront of a seamless service
- Serve as an escalation point for resolving issues
- Perform to monthly on KPIs to monitor customer interaction cadence and customer satisfaction
- Perform root cause analysis of customer issues and implement solutions to resolve these issues permanently
- Obtain, collate and present customer feedback and insight on both service and product
- Carry out any other duties as designated and deemed reasonable by the Company
- Understand, demonstrate and adhere to Masternaut values
TO BE SUCCESSFUL YOU WILL LIKELY HAVE:
- University degree, and a track record of continuous professional growth
- Customer service experience with system and process knowledge
- Ability to build internal relationships across different teams and business areas
- Accountability for issues and knowing when to escalate
- Ability to take initiative
- Excellent communication and presentation skills, in particular communicating complex information succinctly and effectively
- Highly developed interpersonal and influencing skills, good external relationship skills
- Ability and confidence to operate effectively across a broad range of customers at senior management level
- Commercial appreciation
Work life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.
Customer Success Manager employer: MICHELIN Connected Fleet
Contact Detail:
MICHELIN Connected Fleet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with the Michelin Connected Fleet's mission and values. Understanding their commitment to sustainable mobility and customer intimacy will help you align your approach during interviews and discussions.
✨Tip Number 2
Network with current or former employees on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Prepare specific examples of how you've successfully built relationships with customers in previous roles. Highlighting your experience in improving customer satisfaction and retention will demonstrate your fit for the Customer Success Manager position.
✨Tip Number 4
Stay updated on industry trends related to connected fleet management and sustainable mobility. Showing your knowledge about the market and its challenges can set you apart as a candidate who is genuinely interested in the role.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and skills that align with the role of a Customer Success Manager. Emphasise your ability to build relationships and your experience in improving customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for sustainable mobility and how your values align with Michelin's mission. Mention specific examples of how you've successfully managed customer relationships and resolved complex issues in the past.
Showcase Relevant Skills: Highlight your communication and presentation skills, especially your ability to convey complex information clearly. Provide examples of how you've used these skills to influence stakeholders or improve customer experiences.
Research the Company: Familiarise yourself with Michelin Connected Fleet's services and their commitment to sustainability. This knowledge will help you demonstrate your enthusiasm for the role and your understanding of the company's goals during the application process.
How to prepare for a job interview at MICHELIN Connected Fleet
✨Understand the Company Values
Before your interview, take some time to research Michelin's values and mission. Show how your personal values align with their commitment to sustainability and innovation. This will demonstrate that you are not just looking for a job, but are genuinely interested in contributing to their vision.
✨Prepare for Customer Scenarios
As a Customer Success Manager, you'll need to handle various customer situations. Prepare examples from your past experience where you've successfully resolved issues or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Communication Skills
Effective communication is key in this role. During the interview, practice articulating your thoughts clearly and concisely. Be ready to explain complex concepts in simple terms, as you may need to do this with customers who have varying levels of understanding.
✨Demonstrate Your Teamwork Ability
Highlight your ability to work collaboratively across different teams. Share examples of how you've built relationships within an organisation to achieve common goals. This will show that you can connect with various departments to ensure customer needs are met.
