Client Success Manager

GLOBAZ SA is engaged in an ambitious transformation of its operational model, culture and
customer relationship. Our ambition: to move from a service provider logic to a strategic partner
creating value.
Our clients do not evaluate us on our intentions. They evaluate us on the quality of the lived experience, our
ability to understand their challenges, our proactivity and reactivity, our ability to resolve their
"irritations", and our ability to concretely contribute to their success.
This key role is created to concretely improve the customer experience, reduce frictions, accelerate the resolution
of "problems" and sustainably strengthen the value created for our clients.

Your role
The Client Success Manager guarantees a clear, coherent and structured relationship between the client and GLOBAZ, ensuring
alignment between the client's expectations, Globaz's commitments and the value actually perceived. You
act as the reference contact for the client, with a transversal vision of the challenges,
interactions and decisions.
This role is not a meeting organiser or an administrative account manager; we are looking for a
person capable of deeply understanding the client's business challenges, influencing internal decisions,
challenging priorities when necessary, transforming client irritants into concrete actions, proactively evolving services and creating measurable value.
You are the voice of the client inside GLOBAZ SA, but also our voice with the client. The Client Success Manager also constitutes a structuring lever to ensure our differentiation in the market.

Your responsibilities
Understand the client's strategic challenges:

• Develop a deep understanding of business priorities, regulatory constraints, organisational challenges and strategic expectations
• Build a global vision of the client and their trajectory

Transform expectations into concrete improvements:

• Identify gaps between the expected experience and the actual experience
• Transform findings into: recommendations, action plans and measurable improvements
• Contribute to reducing frictions, improving perceived quality and simplifying interactions

Influence the organisation:

• Challenge priorities
• Raise sensitive issues
• Defend the client's interests,
• Identify, structure and facilitate necessary trade-offs

Drive continuous improvement:

• Implement a structured continuous improvement logic
• Transform client feedback into actions
• Identify irritants
• Monitor improvement plans, measure progress made and communicate results

Strengthen the partnership relationship:

• Contribute to the evolution of GLOBAZ SA, our ambition is to become a recognised partner for its: credibility, transparency, anticipation capacity and value creation

Internal coordination and transversal leadership:

• Align internal teams around client challenges
• Facilitate decision-making in complex situations
• Work closely with various stakeholders (Pre-Sales, Delivery and Product) and streamline coordination between them

Your profile

• University degree in business, management, IT or equivalent training
• Proven experience in roles such as, for example; Strategic Account Manager, Service Delivery Manager or Transformation Manager (client-oriented)
• Experience in IT and services environments
• Demonstrated ability to influence complex organisations
• Result and impact orientation
• Business understanding (understanding business challenges beyond processes)
• Analytical thinking, you know how to identify root causes rather than treat symptoms
• Ability to operate in transversal organisations, global and systemic vision
• Excellent interpersonal and communication skills
• Ability to arbitrate and facilitate decision-making

Join us now and grow your ambitions
This role offers high visibility, proximity to management, a concrete impact on the customer experience
and the possibility to contribute to an ambitious transformation. How will we measure your success?
We will not measure your performance by the number of meetings organised but by your ability to generate results: reduction of recurring irritants, improvement of customer satisfaction, reduction of
escalations, improvement of perceived deadlines, etc.

GLOBAZ SA, your ideal employer
Show us your passion, we look forward to receiving your application via JobUp. On our side, we
will apply to our future talents and share our GLOBAZ CV to convince you that we
are your ideal employer.