‎1. Main description of the mission:

In the framework of the Orange Business Service 's ‎2022 strategy, the
Customer Experience Manager - Microsoft Teams
is responsible to engage customers about the use of their UC solutions and
projects and animate workshop sessions with their users to create new
communication and collaborations experiences that bring value to their
business units and their customers.
We are looking for a profile capable to work autonomously and be a creative
force and an enabler of the future.

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‎2. Details of the mission:**

‎2.1 Main expectations:

• Contribute to the creation of the EIC Customer Success team in relations with EIC experts and other Orange entities that are instrumental to the project (IB, ES DGC, sales experts, OBS Business Units, Orange Consulting)


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  Become the Trusted Advisor of customers, build customer loyalty after-sales and be the reference point of contact with the client for follow-up

  
  


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  Contribution to additional sales on the installed EIC base via commercial proposals on the extension of licenses, support, maintenance, new modules, major evolution, cloud transition, contract renewal; all this in cooperation with the sales teams.

  
  


• Plan and pilot customer workshop sessions, leveraging the usage analytics and sales / consulting knowledge to create value, loyalty, prepare renewal and upsell.


• Identify customer pains and issues regarding EIC solution and work with internal stakeholders and partners towards improvement.


• Promote value proposition to the global Orange Business Services sales teams to fuel the project pipeline: share success stories, support EIC Sales specialists to identify customer opportunities…


• With the help of a Customer Experience Manager team, produce proactive and relevant analysis to accelerate the adoption of new solutions.


• Be accountable to drive high active usage rates within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan.


• On-going identification, creation and development of professional services opportunities within client projects


• Establishing and maintaining long term customer relationships providing best practice advice to improve their operations and initiatives


• Initiating and participating in account planning sessions with both internal teams and client's key stakeholders


• Ensuring the successful and optimum utilization of the Software solutions


• Support annuity revenues by working closely with the account managers during the renewal cycle


• Effective, timely and accurate client communications (oral and written), establishing and reviewing key performance indicators, and active positive engagement


• Work in CRM environment updating customer and account information


• Ability to work on own initiative and support management by demonstrating a willingness to undertake additional projects and responsibilities from time to time.

about you

‎1.1 Specific knowledge - skills sought:

• Fluency in English langauge (at least B2 level Writing and Speaking)


• French is a big plus


• Deep understanding of value drivers in SaaS UC business models


• Ability to manage multiple programs and coordinate both internal and external resources (including partners)


• Strong empathy for customers AND passion for revenue and growth


• Good organization skills: structured and goal-oriented


• Knowledge in collaboration tools (preferred Microsoft Teams…), usage experience-oriented


• Ability to manage influence through persuasion, negotiation, and consensus-building


• Background of post-sale and sales experience preferred


• Strong analytical acumen including a process-oriented mindset


• Consultative and problem-solving skills


• Able to work autonomously


• Excellent communication and presentation skills


• ITIL Foundation and Intermediate


• PMP or similar certification

**additional information

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department

Customer Services & Operations

contract

Regular