Customer Success Lead

Il y a 6 mois

Gent, Belgique Codit Temps plein

**About the Job**:
The Customer Success Lead is a pivotal role that combines the expertise of a Team Lead with the client-focused responsibilities of a Customer Success Manager (CSM). This individual will be responsible for fostering positive relationships with clients, ensuring customer satisfaction, and managing the development of employees within their domain.

**Key Responsibilities**:

- **Team Leadership and Development**:

- Set-up personal development goals and ambitions of team members in collaboration with HR and Operations, Sales objectives and key results to drive “Customer Centricity and growth “
- Manage the training budget and communicate training needs to ensure team competencies and skills are up-to-date.
- Provide on-the-job coaching and share knowledge, tips, and tricks from proven methodologies in customer success, customer experience and through personal experience.
- Evaluate employee performance based on a 360° feedback vision and ensure pay aligns with performance and market standards.
- Act as a reference in the field, solving complex problems and setting up processes for team interaction and knowledge sharing.
- Manage cross functional relationships between the Customer, the CS Team and the other Codit Teams and thus guide the CS Team as the Voice of the Customer through the entire organisation
- Shift Codit towards a true Customer centric organisation, with a pro-active attitude throughout the entire Customer journey, internally and externally
- Define and manage Team KPI’s and internal service levels resulting in improvement of customer satisfaction, increasing revenue and reducing churn
- **Customer Success Management**:

- Safeguard governance rules ensuring fluent communication and information flows
- Ensure workflows are aligned with customer expectations and steer on process improvement resulting in great customer satisfaction
- Guide the customer seamless through the entire journey from onboarding to recurrent services
- Oversee the successful onboarding of new customers, projects and develop strong relationships with key stakeholders.
- Address and resolve customer issues promptly, acting as the primary point of contact.
- Identify opportunities for upselling or cross-selling and collaborate with the sales team to close deals.
- Analyze customer data to enhance the overall customer experience and drive service improvements.
- Take ownership of the escalation process, manage major incidents, and lead service review meetings.
- Develop an in-dept understanding of our services, products and industry to effectively communicate with customers and internal stakeholders

**About You**:
**Competencies**:

- Strong relationship management and communication skills.
- Proven leadership abilities with a focus on encouraging and supporting team members.
- Strategic thinking and problem-solving skills.
- Proficiency in English, with Dutch and French languages considered a plus.
- A customer-centric mindset with a commitment to continuous improvement and entrepreneurship.

**Qualifications**:

- Recognized as a business expert within their field. Proven experience is a must.
- ITIL certification and in-depth knowledge of Agile methodologies is a plus.
- Demonstrated experience in a dynamic environment, managing multiple priorities under pressure.

**Culture and Values**:

- A role model for Codit values and growth mindset.
- Believes in a non-hierarchical culture of interaction, transparency, and trust.
- Visible passion and dedication to their field.

The Customer Success Lead will create a safe working environment where employees, partners, and customers can thrive, providing leadership, guidelines, and vision to the team while supporting and monitoring their development plans and objectives. This role is essential in driving customer success and satisfaction, maintaining client relationships, overseeing service management processes, and fostering a culture of continuous improvement and entrepreneurship.

**Our Offer**:
You will be working in an international environment with a strong innovative culture.

Codit knows that people work best when they are happy in their job. Since 2018 Codit is yearly certified as a **Great Place to Work** by Vlerick Business School, something to be very proud of

In addition to your salary, we offer a wide range of benefits**: personal training budget of €4.500/year, company car & fuel card, bike leasing, Meal Vouchers, Ecocheques, a generous net allowance, Hospitalisation + Group + Travel Insurance, mobile phone membership, **a collective bonus CAO 90 and **20 legal vacation days** + **12 ADV days.**

Want to know more? Hit that button below, come in for a coffee and have a chat with us.
- Flexible working hours and hybrid working
- A personal training budget of €4.500/year
- Clear paths for career growth
- A fun atmosphere with optional after-hours activities
- Daily free and fresh soup, fruit and drinks
- Easy accessible offices in Ghent a

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