Customer Success Team Lead

il y a 6 heures


Gent, Belgique Optimile Temps plein

**Who we are**

Optimile offers a white label charge point operator (CPO) and mobility service provider (MSP) platform for charging infrastructure to professional customers worldwide. Optimile is based in Ghent, Belgium, operates in seven countries and numbers more than 6000 customers worldwide. The shareholders of Optimile are BNP Paribas Fortis, Touring and AG Insurance.

**Your role**

The key focus of your role will be on providing technical support to end-customers on a variety of issues relating to our products as well as providing coaching and mentorship to a team of Customer Success Coaches. This is a hybrid role that will require frequent multi-tasking between management, technical and business activities.

**Responsibilities**
- You handle customers & partner requests in a friendly, professional manner.
- You partner with development and sales to align customer activities with the business case and strategy.
- You prepare and educate customers on new features and releases.
- You learn the features of our products and are able to explain them to our customers.
- You are responsible for describing and escalating issues through the appropriate internal channels.
- You serve as the voice of the customer and collect feedback to drive continuous improvement across all Showpad functional areas.
- You work out the "best practice solutions" and create guides for internal and external use.
- You help where needed and are responsible for general support.
- Lead, coach and empower the customer success team to be successful in their roles
- Assist team with executing growth and optimization strategies for our customers
- Oversee escalations

**Requirements**:

- You have a Bachelor’s degree or equivalent by experience.
- Experience in a technical supporting role is a must have.
- You have strong administrative skills with a huge sense of responsibility.
- Dutch is your native language, but you are also fluent in English and French (both spoken and written).
- You have the ability to resolve (IT-technical) issues.
- You are client service oriented.
- You have the ability to translate technical documentation into comprehensible info for customers.
- You are able to deal with high volumes of questions coming from users and partners.
- You are customer-oriented and keep calm under pressure.
- You are interested in the digital world (software) and have the ability to work cross-functionally.
- Good knowledge and understanding of the mobility and/or EV industry is an asset but not a must.

**Benefits**
- Join the fast growing world of electric vehicle development and mobility-as-a service within a fast growing scale-up.
- An open environment where you can continuously develop yourself.
- A fast-growing company, with a dynamic, open and ambitious team.
- Team spirit, quality and high-level service are important values.
- Flexible working.
- An excellent employee benefits program and training possibilities.
- A full-time contract for an indefinite period.



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