CSM Manager in Leeds

As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. 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. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we intend to be a major player in this market in the coming years.

We know our planet is at risk and we urgently need to find innovative ways to protect it. 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. At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. 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. 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 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.

• Coach our customers to get value from Masternaut products and services
• Responsible for monitoring, reviewing and implementing improvements to service performance
• Without commercial priorities, a CSM is often best placed to be the early warning system to address any issues up front, avoiding an escalation of customer dissatisfaction.
• Connect Customer Experience Manager across the business, working with all departments to ensure the Customers’ needs are at the forefront of a seamless service
• 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
• University degree, and a track record of continuous professional growth
• Customer service experience with system and process knowledge
• 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.