Owner /Customer Success Manager

il y a 3 semaines

Ariana, Ariana, Tunisie ALMAVIVA Temps plein

ALMAVIVA recherche UN Bot Owner(Customer Success Manager) pour piloter le développement des bots.

Vos missions seront les suivantes :

  • Assurer le pilotage des projets et l'animation des comités projet et pilotage,
  • Piloter les ateliers métiers pour recueillir les besoins et cadrer les projets de mise en place des bots,
  • Modéliser les arbres conversationnels sur notre outil de Flowbuilder (construction en arborescence de l'arbre décisionnel)
  • Découper les fonctionnalités, les besoins techniques, les rédiger dans un backlog
  • Maintenir et faire évoluer les bots clients en collaboration avec l'équipe de développement
  • Assurer la recette fonctionnelle du bot avant livraison au client
  • Suivre le déploiement et le monitoring des bots et s'assurer de la satisfaction client
  • Définir les KPIs métiers à suivre

Profil recherché

Vous avez une première expérienceréussie dans le monde de la relation client et du service client.

Vous avez l'esprit d'équipe etl'envie d'échanger sur l'expérience métier de vos clients. Vous n'hésitez pas àchallenger les besoins métier. Vous êtes rigoureux et ne mettez jamais enproduction un nouvel élément sans l'avoir testé avant. Vous êtes autonome etcapable de travailler en full remote tout en maintenant unecommunication fluide avec les membres de votre équipe.

  • Maîtrise parfaite de la langue française, à l'oral comme à l'écrit.
  • Organisation et esprit logique,
  • Écoute client,
  • Rédaction, suivi et optimisation d'un cahier des charges
  • Capacité de rédaction, design conversationnel (Flux conversationnels)
  • Maîtrise des outils informatique,
  • Un Plus : avoir des connaissances basiques en dev (Javascript), intégration d'APis.

Notre Stack

  • Français impeccable (anglais est un plus)
  • Trello / Jira / Slack / Notion
  • Suite Google/Microsoft (particulièrement Sheet/Excel)

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