Customer Success Manager

To respond to Business growth and the creation of a new spin off entity, the Deminor Group is looking for a talented **Customer Success Manager**to drive the technical implementation and ongoing enhancement of our claims management platform, bridging the gap between operational needs and technical solutions. This role is critical in ensuring our proprietary technology effectively serves both internal teams and external clients from claim onboarding through to claim administration and delivery ensuring efficiency through the claim lifecyle. This role combines technical sales support, client relationship management, and product development expertise to drive client success and business growth.

The role will be based in our Brussels office.

Some of the key responsibilities are outlined below:
**Technical Sales support**
- Serve as the primary liaison between prospective and existing clients, ensuring seamless onboarding, ongoing support, and continuous improvement of our claim administration platform.
- Support the Business development manager with prospective client meetings to conduct compelling demonstrations, tailoring presentations to specific industry needs and use cases
- Lead virtual and on-site client meetings, showcasing platform capabilities and competitive advantages
- Customise demo environments to reflect client-specific workflows and claim types
- Gather and document feedback from demonstrations to inform product development priorities
- Provide technical expertise during the sales process, articulating complex claim administration solutions to diverse stakeholders
- Develop and maintain technical sales materials, including product specifications, integration guides, and ROI analyses
- Support pricing discussions by analysing client requirements and recommending appropriate service configurations

**Platform Implementation & Configuration**
- Lead the technical implementation of our claims management solution for new clients, defining customisation requirements and specifications based on client needs
- Coordinate with Technology Lead / external developers to ensure the platform aligns with operational specifications and business requirements
- Design and execute comprehensive testing protocols before system launches, identifying and addressing issues to ensure flawless deployment
- Configure user roles and permission structures that align with operational workflows, ensuring appropriate system access for all users
- Develop and maintain system documentation and reference guides for internal and client training purposes

**Technical Training & Support**
- Design and deliver training programs for internal teams and clients on platform functionality and best practices
- Ensure all claims management team members achieve full proficiency with the platform through individual training and support
- Provide ongoing technical expertise and troubleshooting support to team members handling complex claims
- Establish a continuous feedback loop with users to identify improvement opportunities and functionality enhancements

**Data Analytics & Reporting**
- Develop comprehensive reporting dashboards outlining claims administration insights to include: number of claimants, claim stage, timeline, potential revenue, etc.
- Create customised reporting solutions that meet the specific needs of both management and clients
- Ensure accuracy and integrity of all information within the platform
- Design automated data extraction and transformation processes to streamline reporting workflows
- Monitor client usage patterns and system performance to proactively identify optimization opportunities

**Ongoing client support and continuous improvement**
- Serve as primary point of contact for dedicated client accounts, maintaining regular communication and relationship building
- Provide technical support for complex platform or claims management issues and customisations
- Identify opportunities to automate manual processes within the claims management workflow to increase efficiency and implement accordingly
- Create process document to support new clients with their claims management activities, promoting best practices, establishing standardised approaches to data management and claim administration where possible Develop and maintain a comprehensive knowledge base documenting case histories, best practices, and lessons learned
- Collaborate with Claims management team to regularly review workload and optimise working methods
- Coordinate with development teams to resolve technical issues and implement client-requested enhancements
- Manage client escalations and ensure timely resolution of critical issues

**About you**:
We think that to be successful in this role you will be able to demonstrate many of the following attributes and skills:

- Experience implementing and configuring SaaS platforms, ideally Claims Management Software
- Strong technical background with understanding of database structures, API integra