Mission
The Customer Success Analyst is responsible for leading and structuring all support activities for JCDecaux’s Corporate Sales platform, The Hive.
The Hive is a new-generation IT solution dedicated to Out-of-Home sales, enabling high‑performance services to support the end‑to‑end sales process for JCDecaux Business Units worldwide. It is already deployed in 14 countries, with many more to come.
The successful candidate will play a key role in the quality of service delivered to Business Units, with a high level of autonomy, responsibility, and opportunities to leverage both IT skills and business acumen. The role requires close collaboration with Business Units, local IT teams, and Corporate IT.
Main Responsibilities
1. Service Quality Management
Communicate proactively on incidents and escalations, and coordinate planned operations.
Lead the transition to a new ticketing tool.
Drive the implementation of AI-based support agents.
Keep Business Units informed on incident status, progress, and resolution.
Work with product teams to prioritize fixes and enhancements in line with SLAs.
Regularly measure and report customer satisfaction.
Track, analyze, and share SLA performance.
Coordinate with other domains (Back Office, Digital, etc.) to ensure end-to-end service quality.
2. Management of L1 & L2 Support Team (India, ~7 people)
Monitor and continuously improve support processes and workflows.
Maintain, structure, and enrich the shared knowledge base.
Ensure consistency and quality of responses across the support team.
3. Governance & Relationship with Business Units
Onboard new Business Units by sharing processes, organization, and best practices.
Manage and challenge business requests; share product deliveries and roadmap updates.
Prepare and facilitate monthly governance committees between Business Units and domain management.
Produce and maintain documentation (processes, guidelines, release notes) and communicate roadmaps.
Lead deployment projects for specific applications within The Hive ecosystem.
Profil
Professional & Technical
6–10 years of experience in a similar role (Customer Success, Application Support, Service Management, or equivalent).
Fluent English (spoken, written, read) is mandatory.
Practical knowledge of JIRA and Zendesk (or similar ticketing / project management tools).
Nice-to-Have
Experience working in Agile environments.
Good command of SQL for querying and analysis.
Power BI knowledge
ITIL certification or solid understanding of ITIL practices.
Personal Skills & Mindset
Strong autonomy, organizational skills, adaptability, and rigor.
Ability to challenge requirements, build arguments, and negotiate with stakeholders to reach pragmatic solutions.
Excellent communication skills and ability to vulgarize technical topics for business audiences.
Strong team spirit and alignment with core values: teamwork, empathy, responsibility.
Solution- and results-oriented, recognized as a “problem solver”.
Positive, energetic attitude and resilience in a fast-changing environment.
High sense of service and customer satisfaction.
Other Information
Occasional travel to Business Units may be required.