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Customer Success Manager
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**Job description**:
- **Role**:Customer Success Manager
- **Level**: junior
- **Location**: Ghent, Belgium
- **Timing**:asap
**Who are we and why should you care?**:
Teamleader is a **SaaS scale-up** founded in 2012 in Ghent, Belgium. With **Teamleader Focus** we simplify work for small businesses by offering an all-in-one solution for CRM, project management and invoicing. **Teamleader Orbit**, acquired in 2019, focuses on helping medium-sized agencies thrive. By joining forces, we became **the logical choice for any European business**, big or small, that aims to automate and simplify work.
**Customer Success is the foundation of our own success: we cannot exist unless our customers receive great value from our product. Everything we do, evolves around customer centricity. It is (y)our goal to help entrepreneurs work smarter with our all-in-one tool.**
**Who you are**:
You're interested in **interacting with entrepreneurs**: you are a good** listener**, but above all: you are **convincing** and **inspiring** to them. You're confident talking to our customers. You are creative and driven in finding the perfect solution for our customers.
**What you do**:
As a customer success manager, you start following-up on our **Teamleader Focus customers** once their onboarding is done and they are ready to use Teamleader Focus for the long ride. You are responsible for making sure our customers get **continuous value** out of Teamleader Focus, by helping them proactively as much as reactively to **ensure product adoption and customer value**:
- You assess the **customer’s needs** on the use of Teamleader Focus and give advice regarding their workflow in the tool
- You identify **account growth** opportunities and guide your customers towards the optimal package.
- You pick up where your colleagues from support leave off to offer** in-depth help **to your customers.
- You manage escalations of at-risk accounts.
- You will manage a portfolio of Dutch speaking customers.
**Why others chose Teamleader: we're lively, not corporate**:
We have the energy and boldness of a start-up and the expertise and pragmatism of a scale-up. The result: a team of both young and seasoned professionals led by supportive and approachable managers who give recognition and rewards for hard work. You’ll be working in a **fast-paced tech environment **with open feedback culture and room for initiatives and ideas. On top of that, you’ll get:
- A liberal** training budget** to spend as you choose.
- A **hybrid working model**, a pleasant mix of office work and home working. Find out more here.
- A **personal tooling budget,** to make working from home as comfortable as it is in our offices.
- Daily budget-friendly in-house prepared **lunch** and **dinner** options, as well as Free Food Fridays and Cava Fridays.
- Competitive and market-conform **salary** and **compensation and benefits**, including company car or other mobility options (electrical step, bike,...)
- Our long-lasting dedication to **employee wellbeing**, just take a look at our career page and Instagram to see how we keep the Team(leader)-spirit going.
**We value diversity**:
Our ambition is to build and sell a product that helps everyone everywhere (starting with Europe) to work smarter, so we want our team to reflect that. We believe that a diverse, inclusive working environment is crucial to realise that ambition, so we’re committed to continue to build and cherish a culture where every colleague feels welcome, appreciated and heard.
**Requirements**:
**Sounds like you? You’d be a great fit if you**:
- want to develop professionally in customer services/customer success.
- Have outstanding problem-solving skills and are able to think on your feet to provide solutions to customer issues.
- Have a commercial attitude and mindset and are motivated to increase customer lifetime value by spotting upsell opportunities
- Know what upsell and cross-sell means. If not - you know how to Google it
- want to help customers achieve their desired business outcomes through the use of Teamleader Focus.
- Can build excellent product knowledge and do what it takes to keep it up-to-date.
- Have the ability to multitask and work effectively in a high-pressure environment.
- Are patient, empathetic and able to keep your calm, even when things get busy.
- Embrace change and always keep a positive attitude.
- Are fluent in **Dutch **and **English.
