Job Details
In order to support our growth, we are looking to welcome a Customer Success Project Manager.
Under the authority of the Vice Presidents of Customer Experience and Customer Solutions, the Customer Success Project Manager is responsible for the effective management and growth of a portfolio of clients. Their mandate is to ensure the success of each program through guidance, analysis of collected data, and follow-up with internal and external teams.
Among other responsibilities, the Customer Success Project Manager is expected to:
- Manage a portfolio of clients and implement programs that meet their needs.
- Establish and maintain a privileged relationship with each client to address their needs effectively and ensure the continuity of Lanla contracts.
- Create and manage project schedules.
- Plan and organize their work to ensure that the strategies defined at the beginning of the project meet profitability objectives and Lanla’s quality standards.
- Ensure organic growth of clients by offering Lanla’s available products.
- Master different quantitative and qualitative analysis reports produced by the Vice President, Scientific Direction.
- Master the implementation of measurement tools (questionnaires) from our platforms.
- Exhibit a strong sense of customer service, both with internal and external clients of Lanla.
- Update client profiles in our software and other management tools to optimize administrative follow-ups.
- Manage and improve tools and documentation to ensure efficient process optimization and quality control.
- Train and support internal and external stakeholders.
- Perform any other related tasks.
If certain aspects of this job description are unfamiliar to you, don’t worry! We will be happy to provide the necessary training.
