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- Tasks: Engage with customers, enhance satisfaction, and resolve issues while building strong relationships.
- Company: Join Michelin Connected Fleet, a leader in sustainable mobility with over 30 years of expertise.
- Benefits: Enjoy flexible working hours, remote options, and a supportive environment for personal growth.
- Why this job: Be part of a dynamic team that values innovation, diversity, and making a positive impact on the planet.
- Qualifications: A university degree and customer service experience are essential; strong communication skills are a must.
- Other info: Work in an inclusive culture with opportunities for professional development and collaboration across teams.
The predicted salary is between 36000 - 60000 £ 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.
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 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. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. We nurture our team’s growth with several company-wide development 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. The CSM is focused, available, knowledgeable and able to deploy skills independently of the Sales teams.
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
- Highly developed interpersonal and influencing 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.
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 products and services. Understanding their offerings will help you engage in meaningful conversations during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Michelin Connected Fleet on platforms like LinkedIn. This can provide you with insider insights about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully built customer relationships in the past. Highlighting your experience in customer success will show that you understand the importance of customer intimacy and retention.
✨Tip Number 4
Research the latest trends in sustainable mobility and connected fleet management. Being knowledgeable about industry developments will not only impress your interviewers but also align with Michelin's mission and values.
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 resolve issues, as these are key aspects of the job.
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 improved customer satisfaction or retention in previous roles.
Showcase Relevant Skills: Highlight your communication and interpersonal skills, as well as your ability to work collaboratively across teams. Provide examples of how you've effectively communicated complex information to clients or stakeholders.
Research the Company: Familiarise yourself with Michelin Connected Fleet's services and values. Understanding their commitment to sustainability and innovation will help you tailor your application and demonstrate your genuine interest in the company.
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 experiences where you've successfully resolved issues or improved customer satisfaction. Be ready to discuss how you would approach specific scenarios they might present during the interview.
✨Highlight Your Communication Skills
Effective communication is key in this role. Be prepared to showcase your ability to convey complex information clearly and succinctly. You might be asked to explain a technical concept or product feature, so practice articulating these in a way that anyone can understand.
✨Demonstrate Relationship-Building Skills
The role requires building strong relationships with customers and internal teams. Share examples of how you've successfully built rapport in previous roles. Discuss your approach to maintaining long-term relationships and how you ensure customer needs are met consistently.
