Team Lead Customer Success

il y a 2 semaines


Gent, Belgique Hello Customer Temps plein

_We are looking for a _**_Team lead Customer Success _**_to join us on our journey. As a Team lead Customer Success you will focus on two goals at once: you build strong relationships with our customers by making a direct connection between our customer's strategic goals and how our CX solution is used. And secondly, you will coach and guide the Customer Success Team in their growth._
**You act as a Voice of the Customer (VoC) specialist**:

- You guide our customers to create a VoC programme asking the right questions at the right customers at the right time, leveraging the right operational data. You challenge customers and monitor continuously in a proactive way.
- You work towards targets and success metrics for each roll-out and be responsible of the overall project planning.
- You guide our customers in understanding the dashboards and insights.
- Optimize CSM processes and tooling.

**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 work together with our Account Manager to 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.

**You’ll become a true coach and team lead for our Customer Success team**
- You guide & manage your team: setting clear goals, priorities, timelines and projects to make sure the team achieves company objectives.
- You coach the team members in their professional growth within the company.

**You work closely together with other teams in Hello Customer**:

- Collaborate with our VP Sales, account manager and other revenue roles.
- Collaborate with the product and development teams.

**What are we looking for?**
- A solid client services & management experience within a SaaS environment
- A passion for customer success: you have the ability to understand your clients and aim for extraordinary results
- Experience in coaching and managing a team
- Eagerness, pro-activeness, and willingness to push for change
- Strong people skills, you’re responsible for the high-quality delivery of your team
- Fluency in English and Dutch, French is a plus

**We offer**:

- A top international team (in France, the Netherlands and Belgium) where we live by our company values GROWTogether.
- A vivid company culture with the newest technologies.
- Fun team activities: summer barbecues, karaoke night, pub quiz, friday drinks & many more.
- An environment where your personal talent is put to use and where you can develop and grow your career (we provide different Lunch&Learn sessions and training opportunities).
- Hybrid working is our standard way of working. We strongly believe in a combination of focus work at home and collaboration work in one of our offices in Ghent, Amsterdam or Paris. By the way, we provide healthy snacks and a good drink at the office
- Competitive salary, a company car, a remote working allowance, insurances, 30 vacation days,... and so much more.


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