Customer Success Manager

il y a 2 semaines


Gent, Belgique Hello Customer Temps plein

Hello Customer is a SaaS company with its roots in Belgium offering the most complete customer feedback and insights platform on the market. More than ever, organizations need a sense of direction to navigate through turbulent times; a compass that allows them to keep up with customers’ expectations in an agile way._

We are looking for a **Customer Success Manager** to join our team As a Customer Success Manager, you build strong relationships with our customers by making a direct connection between our customers’ strategic goals and how our CX solution is used.

**What you will do**:
1. You are the **link** between our customers and our product:

- You realize customer success, by being your clients’ rock throughout the project implementation cycle and making sure they get the maximum return on their investment in Hello Customer.
- You organize scoping sessions, workshops and regulare check-ins in order to ensure a successful project roll-out with all people involved, ranging from decision makers, over program owners, to business owners.
- You collaborate closely with our onboarding manager who’s in charge of a smooth (technical) onboarding of customers in our platform.
- You work towards targets and success metrics for each roll-out and be responsible of the overall project planning.

2. You act as a **pivot** to your counterparts at the customer side and the internal stakeholders by addressing customer voices, concerns and requests and identifying problem areas before they become major issues.

3. You build a **long-term** relationship with your clients:

- You manage your client portfolio by doing life cycle management of the dedicated client base.
- You grow and retain clients towards Hello Customer’s full potential CX solution.
- You serve as a customer advocate in driving industry best practices and the evolution of Hello Customer’s platform functionality.
- Be a true business partner for your clients: you are proactive and think about their job to be done.

4. Not to forget, you’ll become an **expert** and hands-on **ambassador** of our tool:

- You provide accurate, valid, and complete information to your clients.
- You handle complaints, determine the cause of the problem, provide appropriate solutions and alternatives.
- And of course, you’ll keep track of everything in our CRM tool.

**What are we looking for?**
- A solid client services experience (preferably within a SaaS environment)
- A passion for customer success: you have the ability to understand your clients needs and aim for extraordinary results.
- Knowledge of Customer Experience is a plus.
- A good understanding of the business world to be able to act as a business partner for our clients.
- Eagerness, pro-activeness, and willingness to push for change while being realistic & patient.
- Fluency in Dutch and English. French is an asset.

**Some of our perks**:

- An international team where we live by our company values #GROWTogether.
- A vivid company culture with the newest technologies.
- No "bla-bla", scale-up environment.
- An environment where you can develop and grow.
- The flexibility to work from home or in our office in Ghent, according to your schedule.
- A competitive salary & benefits in return.


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