Customer Success Manager
il y a 3 semaines
As a Customer Success Manager at Donna, you'll be a vital part of our team, working together to build the perfect assistant for sales reps on the go and to empower them to focus on what they do best - selling.
Expect to tackle a variety of challenges from functional scoping, customer onboarding, training and tracking weekly usage of Donna. Your objective will be to ensure the adoption of our solution by several enterprise customers.
You’ll join our ambitious Donna team as one of the first hires. This means you’ll have the opportunity to be part of an early-stage start-up and to learn from experienced serial entrepreneurs.
If you're ready to embark on an exciting journey from the early days and make a significant impact in a growing team with global ambitions, Donna is the place for you
Tasks
As a Customer Success Manager, you’ll run targeted engagements to help customers derive maximum value from using Donna. You will thrive in this role if you are a natural relationship
- and business builder, with a keen sense of detail and passion for driving towards actual business impact. A non-exhaustive list of features we could use your help with:
- As part of the onboarding process, you’ll lead the functional scoping part, where you’ll ensure you understand the outcomes our customers are trying to achieve with Donna. You’ll map out in detail the user flow Donna needs to cover and which (custom) CRM objects/fields need to be added / completed in the process.
- You’ll onboard the different users to the platform and you’ll give them training to ensure a good first experience. You strive for excellent user adoption and you’ll make sure users know how to use the product and how to get in contact with support.
- You’ll follow up usage of the existing users by regularly looking at their usage data. You will take initiatives to define how we approach customer success at Donna and track, monitor and improve customer health.
- You’ll become a Trusted advisor and you’ll ensure you understand the outcomes they try to achieve with Donna, and you help them solve possible problems they might encounter. You help spot upsell opportunities and together with the account manager, you’ll foster long term relationships with our clients.
- Cross-functional collaboration: You’ll make sure the voice of the customer is heard internally. Collaborate with sales, product and engineering to support the customer in identifying their needs and guide them towards value.
**Requirements**:
- We’re looking for someone with at least 2 years of experience in a customer-facing role in a B2B SaaS setting. You have experience in managing deliverables and expectations towards large enterprise customers.
- You have strong interpersonal skills, with the ability to positively influence internal and external stakeholders and to build and maintain strong customer relationships. Our customers are doing in-person sales, so you are not hesitant to meet our clients in person.
- You prefer a data-driven approach; you have basic SQL knowledge and you are not afraid to look at & work with data.
- You are passionate about learning more about how CRM systems work. Any knowledge and/or experience with systems like Salesforce, MS Dynamics CRM or Hubspot will be a big help.
- Collaboration is key for us, so we’re looking for people that are fun to work with, embrace the startup culture and are open to other people’s opinions.
- We have global ambitions so fluency in English is a must.
**Benefits**:
- As one of the first hires of Donna, you’ll be able to witness our growth from the first row.
- As a part of the Donna team, you’ll become a part of the Ghent tech ecosystem, and a member of the StarApps ecosystem.
Next to the above very awesome perks, we offer a competitive salary with the following benefits:
- Macbook
- Healthcare benefits plan
- Meal vouchers
- Annual company retreat
- Free office snacks
- Team drinks and events
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