Client Success Manager

Client Success Manager GLOBAZ SA develops and hosts critical IT solutions for demanding environments in Switzerland: pension, health, industry and administration. Our activities involve a high level of reliability, security, execution quality and responsibility. The company is engaged in a significant transformation of its organization and level of execution. In the context of structuring our Customer Journey, we are looking for a: Client Success Manager GLOBAZ SA is engaged in an ambitious transformation of its operational model, culture and client relationship. Our ambition: to move from a service provider logic to a strategic partner logic that creates value. Our clients do not evaluate us on our intentions. They evaluate us on the quality of the experience lived, our ability to understand their challenges, our proactivity and reactivity, our ability to resolve their "irritations", and our ability to contribute concretely 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 ensures a readable, consistent and structured relationship between the client and GLOBAZ, by ensuring the alignment between the client's expectations, Globaz's commitments and the value actually perceived. You act as a reference contact for the client, with a cross-functional vision of the challenges, interactions and decisions. This role is not an organizer of meetings or an administrative account manager, we are looking for a person able to deeply understand the client's business challenges, influence internal decisions, challenge priorities when necessary, transform client irritants into concrete actions, make services evolve proactively and create measurable value. You are the voice of the client within GLOBAZ SA, but also our voice to the client. The Client Success Manager is also a structuring lever to ensure our differentiation on the market. Your responsibilities Understand the client's strategic challenges: Develop a deep understanding of business priorities, regulatory constraints, organizational challenges and strategic expectations Build a global vision of the client and their trajectory Transform expectations into concrete improvements: Identify gaps between expected experience and actual experience Transform findings into: recommendations, action plans and measurable improvements Contribute to reducing frictions, improving perceived quality and simplifying interactions Influence the organization: Challenge priorities Address sensitive topics Defend the client's interests, Identify, structure and facilitate necessary arbitrations Pilot continuous improvement: Implement a structured continuous improvement logic Transform client feedback into actions Identify irritants Follow 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 recognized partner for its: credibility, transparency, ability to anticipate and create value Internal coordination and transverse leadership: Align internal teams around client challenges Streamline decision-making in complex situations Collaborate closely with different stakeholders (Pre-Sales, Delivery and Product) and streamline coordination between them Your profile University degree in commerce, management, IT or equivalent training Confirmed experience in roles such as Strategic Account Manager, Service Delivery Manager or Transformation Manager (client-oriented) Experience in IT and service environments Demonstrated ability to influence complex organizations Result-oriented and impact Business understanding (understanding of business challenges beyond processes) Analytical thinking, you know how to identify deep causes rather than treating symptoms Ability to evolve in transverse organizations, global and systemic vision Excellent relational 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, concrete impact on the customer experience and the opportunity to contribute to an ambitious transformation. How will we measure your success? We will not measure your performance on the number of meetings organized but on 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 with you to convince you that we are your ideal employer. jpid3654e67jm jit0626jm jiy26jm