Customer Success Junior

About Keyros
Keyros is an innovative company in crisis management. Our mission is to empower decision makers, faced with an emergency situation, to make the most appropriate choices to minimize the human, environmental and economic impacts of extreme weather events. To do this, we offer the Projections software solution, an immediate visual anticipation tool, to help crisis managers anticipate, manage and resolve critical situations. We are looking for a passionate Junior Customer Success to support our customers in the best use of our tools.

Description of the post
As a Junior Customer Success, you will play a key role in the relationship with our customers. You will ensure quality support to guarantee an optimal customer experience, from the control of our software to its advanced use. You will contribute to their success by providing constant support and promoting the sustainable adoption of our solution. Position to be filled in early January 2025.

Responsibilities
Customer support:
– ensure Onboarding new customers by guiding them in the use of Projections software.
– maintain regular contact with customers to understand their needs and resolve their issues.
– offer responsive and personalized customer support via different channels (telephone, email, chat).

– provide a technical-functional support of 1^and level (with the support of the technical team).

– ensure that customers fully exploit the functionality of the software and help them achieve their objectives.

Communication & Content
– Write user guides, FAQs and educational content to facilitate understanding of the software.
– Contribute to communication on social networks (LinkedIn, Twitter, etc..) highlighting cases of use, product updates and advice on crisis management.

– Propose ways to improve the onboarding processes.

– Perform statistical tracking of activity with different accounts receivable.

Training & Workshops
– Prepare and conduct training workshops, in particular in the form of serious games on crisis management and anticipation.
– Contribute to the creation of innovative training modules tailored to the needs of clients.

Trade developments
– Develop strong relationships with customers to identify new business opportunities.
– Participate in retention initiatives and d-upsell (upscale, additional sales) of existing customers.

Skills and Qualifications Required
– Communication skills: excellent written and oral communication skills in French. English is an asset. You know how to popularize technical concepts to make them accessible.
– Empathy and sense of service: you have an active listening, you understand the needs of clients and know how to create a relationship of trust, you are patient.

– Ability to manage sometimes complex situations: you know how to step back and have coolness.
– Ability to work on social networks: you are comfortable interacting with customers on social platforms and sharing relevant content.
– Writing: you are able to write clear, structured and educational documents.
– Pedagogical ability: ability to animate training and popularize complex concepts (an experience in training or animation is a plus).
– Team spirit: you like to collaborate and work as a team while being autonomous in your daily tasks.
– Interest in crisis management: sensitivity or interest in this sector is a plus.

Training and Experience
– Training : Bac +2/3 minimum, preferably in communication, customer relations, management or related to risk and crisis management.
– An initial experience in a customer service, technical support or communication position would be an asset.

– A knowledge of the Public Sector and the French territorial organization is an asset.

Post development
This position is a gateway to business responsibilities and project management. In the long run, you can also support the facilitation of workshops as qualified crisis management personnel.

Why join Keyros?
You want to participate in the development of an innovative solution that meets a crucial need in the context of climate change: the capacity of organisations to anticipate a crisis situation.

You enjoy working in a human-sized company, offering real opportunities for evolution.
Your ambition is to contribute to a mission with high added value: crisis management and anticipation.

How do I apply?
Send your CV and cover letter to: contact@keyros.org. This letter can also take the form of a one-minute video maximumIf you wish. After posting the video on a platform like Youtube, you will send us the link by email.
Subject: Candidate Customer Success Junior – Keyros

Join Keyros and help make our customers more resilient to tomorrow's crises!