Client Success Manager 100% (M/F)

Your role The Client Success Manager ensures a readable, consistent and structured relationship between the client and GLOBAZ, by 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 cross-functional vision of the issues, interactions and decisions. This role is not a meeting organizer or an administrative account manager, we are looking for someone who can deeply understand the client's business issues, influence internal decisions, challenge priorities when necessary, turn client irritants into concrete actions, proactively evolve services 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 in the market. Your responsibilities Understand the client's strategic issues:  Develop an in-depth 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 and actual experience  Turn findings into: recommendations, action plans and measurable improvements  Contribute to reducing friction, improving perceived quality and simplifying interactions Sous-la-Velle 6 • 2340 Le Noirmont • www.globaz.ch Influence the organization:  Challenge priorities  Raise sensitive issues  Defend the client's interests  Identify, structure and facilitate necessary arbitrations Drive continuous improvement:  Implement a structured continuous improvement logic  Turn 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 recognized partner for: credibility, transparency, anticipation capacity and value creation Internal coordination and transverse leadership:  Align internal teams around client issues  Facilitate decision-making in complex situations  Collaborate closely with various stakeholders (Pre-Sales, Delivery and Product) and facilitate coordination between them Your profile  University degree in commerce, management, IT or equivalent training  Proven experience in roles such as Strategic Account Manager, Service Delivery Manager or Transformation Manager (customer-oriented)  Experience in IT and service environments  Demonstrated ability to influence complex organizations  Result-oriented and impact-driven  Business understanding (understanding of business issues 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 customer experience and the opportunity to contribute to an ambitious transformation. How will we measure your success? We will not measure your performance based 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, discover our CV! Show us your passion, we look forward to receiving your application via the career page of our website. 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.