INTESCIA GROUP - Formateur Customer Success Management / CSM (H/F) - CDI
INTESCIA GROUP
Formateur/Formatrice Customer Success Management - CSM (H/F)
CDI
Rejoignez le Groupe INTESCIA, leader de la Business Intelligence en Europe !
Qui sommes-nous ?
INTESCIA est un acteur majeur dans le domaine de la data, du digital et de l’intelligence économique. Nous accompagnons les entreprises en leur fournissant des solutions innovantes pour optimiser leur gestion, leur performance financière et leur prise de décision. Grâce à nos expertises en business intelligence, veille stratégique et data analytics, nous aidons nos clients à transformer l’information en un véritable levier de croissance.
Nos atouts :
Un groupe en pleine expansion, reconnu pour son expertise et ses solutions à forte valeur ajoutée.
Une culture d’innovation, où la créativité et l’amélioration continue sont au cœur de notre ADN.
Des équipes passionnées et engagées, évoluant dans un environnement stimulant et collaboratif.
Votre mission :
Vous êtes responsable de la formation et de la montée en compétence d’une équipe d’environ 50 Customer Success Managers répartis en remote. Votre objectif est d’assurer un niveau homogène d’excellence opérationnelle sur l’ensemble du cycle client : onboarding, suivi de portefeuille, support et gestion de la relation.
Vos activités :
Structurer et animer l’onboarding des CSM sur les pôles : success, onboarding et support
Concevoir et déployer un parcours d’intégration structuré
Former les nouveaux entrants aux outils, process et méthodologies
Évaluer et certifier les compétences
2. Assurer la formation continue des équipes
Animer des sessions de formation régulières (webinars, ateliers, workshops)
Créer des modules sur la gestion du churn, l’upsell et la relation client
Mettre en place des dispositifs de coaching collectif
3. Animer une communauté CSM en remote
Créer des formats interactifs (cas pratiques, role plays)
Maintenir l’engagement et la dynamique collective à distance
4. Standardiser les bonnes pratiques
Formaliser des playbooks simples et opérationnels
Documenter les meilleures pratiques onboarding et support
5. Piloter la performance des formations
Suivre les taux de participation et de complétion
Mesurer la satisfaction des équipes
Adapter les contenus en fonction des retours terrain
Le profil que nous recherchons :
Nous recherchons avant tout une personnalité pédagogue, structurée et orientée impact.
Expériences :
3 à 6 ans d’expérience en Customer Success, support ou onboarding SaaS
Expérience en formation ou coaching d’équipes opérationnelles
Compétences :
Excellentes compétences en communication orale (animation de formations)
Capacité à rendre des contenus concrets et actionnables
Organisation et autonomie
Ce que nous offrons :
Type de contrat : CDI
Rémunération fixe
Horaires de travail : 09h00 - 17h30
RTT
Carte tickets restaurants
Option de télétravail ou flexibilité pour une meilleure organisation de votre quotidien
Un cadre de travail responsabilisant, formateur et propice à l’épanouissement
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$2500 - $3500 per month
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...$60,000 - $70,000 Location : Remote About Martell Group The Martell Group exists to build people, brands, and ventures... ...Transparency from our CEO About the Role As a Customer Success Manager , you’ll be the trusted partner helping creators, coaches,...Full timeRemote work$50k - $75k per year
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