In order to continue our expansion in this market, we are looking for an HR Consultant & Project Manager to join our Customer Success team, currently composed of 4 people. You will report to the Head of CS in Switzerland.
As one of the first members of our team in Switzerland, you will be a cornerstone of this new adventure!
Purpose of the job :
- Onboarding and implementing new customers in Switzerland.
- Satisfy customers by following up on their needs over time and responding to new functional requirements, which will lead to future opportunities.
- "Localize" by contributing to the continuous improvement of Lucca's consulting activity in Switzerland.
You will actively contribute to our goal of becoming a major player in the Swiss market by 2025.
Details of the tasks
Your missions will evolve as you acquire seniority, but here are the main tasks you will do on a daily basis:
Customer onboarding (project management and implementation)
- Satisfy a wide variety of customers in often complex and high-stakes deployments. (SME as well as Large Accounts).
- Gain the trust of local companies in Switzerland as well as key accounts and their subsidiaries abroad.
- Ensure that the deployment is completed on time and on budget as stipulated in the contract.
- Gather the customer's initial needs and suggest an appropriate response.
- Adapt our software to the customer’s local context in Switzerland.
- Train the administrators to use our software in total autonomy.
- Ensure the Go-live and the follow-up during the first weeks of use.
- Demonstrate flexibility and agility throughout the implementation in the event of unforeseen circumstances (unavailability of the client, request for a delay in the launch etc.)
Follow-up of Key Accounts (support, account management)
- Keep a close eye on the satisfaction of your most important customers.
- Support these customers in case of level 2 issues.
- Carry out post-implementation check-ups.
- Identify and generate new cross sell or upsell opportunities to grow Lucca's reach to your Swiss customers (lead generation)
- Be proactive in presenting new products that may address a customer's past issues
Contribution to the localization and continuous improvement of the CS activity in Lucca, Switzerland
- Participate in numerous cross-functional side projects.
- Adapt our offer and strengthen the market-fit of our solutions for the Swiss market.
- Work in a team with different Lucca Business Units (Sales, Marketing, Product, etc.)
- Contribute to the continuous improvement of the business in Switzerland by going beyond your main tasks.
- Follow and participate in some projects from the pre-sales phase, supporting the sales team.
- Demonstrate autonomy and initiative in our agile mode of operation.
Preferred Experience
? 1 year of previous experience in managing complex projects.
? Willingness to be a cornerstone in this adventure by contributing to the conquest of the Swiss market.
? Looking for a dynamic work environment with varied missions requiring versatility and organization.
? Comfortable and eager to work with local companies as well as with key accounts (C-Level).
? Good command of German and professional English. French is a plus.
? Clear and structured oral and written communication.
? Taste for human contact and pedagogy.
? An aptitude for solving practical and sometimes technical problems.
? A sense of service and a taste for things well done.
? Mastery and knowledge of SalesForce is a plus.
? Knowledge of web technologies and their implementation is a plus. Otherwise, we will teach you.
Selection process (in English or French)
Step 1: Screening interview with HR (30')
Step 2: Interview with COO and Head of CS Switzerland (60')
Stage 3: Interview with Country manager and Head of CS in Switzerland (60')
Step 4: Our “Committee interview” (60')