Customer Success Manager
il y a 4 semaines
Enaos, a pioneering company in the funeral sector specializing in the development of digital services and products, is actively seeking a dynamic and passionate Customer Success Manager to join our team. You will play a crucial role in our expansion by establishing strong relationships with our sales managers and B2B clients in Belgium and France.
Established in 2000, Enaos embodies the desire to preserve the memories of loved ones who have passed away too soon. As a platform reserved for funeral professionals and grieving families, our DNA is built on respecting the deceased and their loved ones. Enaos has successfully grown, offering services such as post-death administrative support, a family space, and a wide range of other services.
Tasks
As a Customer Success Manager, your responsibilities will include:
- Ensuring customer satisfaction and responding to their requests in a manner that aligns with your own objectives, which will be directly linked to your compensation.
- Communicating clearly and concisely: drafting clear and structured documentation on service tickets and ensuring follow-up to ensure their resolution.
- Mastering digital interfaces and their settings to effectively assist customer inquiries.
- Proactively contacting customers to raise awareness of the correct use of interfaces and providing training if necessary.
- Monitoring performance metrics, such as the number of resolved tickets, the number of customer contacts made, etc.
- Identifying recurring support trends and product performance issues, providing timely feedback to our product team.
- Working to eliminate recurring support requests by suggesting improvements to our knowledge based articles, FAQs, and other support documentation to ensure that customers can self-serve as much as possible.
- Involvement in support processes as needed to ensure a quick resolution in line with service expectations for technical products.
- Clear communication and effective collaboration with other teams and departments, such as our R&D, legal, and marketing teams.
**Requirements**:
**What we are looking for**:
- 3 to 5 years of experience in sales or direct customer support roles.
- Fluent in both written and spoken French and Dutch.
- A "customer-first" attitude.
- Eagerness to learn and use new digital tools.
- Proficiency with customer experience management platforms.
**Benefits**:
**What we offer**:
You will have all the necessary resources to excel in your role, including close supervision and engaging tasks. You will work in a professional environment that encourages a harmonious balance between autonomy and collaboration, while enjoying a range of social benefits to support your well-being and a variable salary. You will also have the opportunity to telecommute up to 3 days a week.
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