Customer Success Manager

**Company Description**

idloom is a leading
**event registration platform**
for corporates, associations, education, and agencies. It streamlines workflows — custom forms, payments, automated emails, integrations, and attendee management — and scales to support large-scale event programs for organizations of any size.

**Role Description**

Customer Success Representatives are the first line of support for all client requests at idloom. They are responsible for establishing and building customer relationships to promote customer retention and loyalty. You will ensure customers are satisfied with idloom products and services, provide customer service support and work to resolve any customer issues. This role acts as the primary point of contact for the company’s customers and connects customers with specific teams to address specific requests.

As a Customer Success Representative, you will work with customers directly to manage client relationships, opportunities or issues. Location near Brussels in the Waterloo Office Park.

**Duties & responsibilities**

As the first line of support for any client requests, you will give trainings on the use of the platform, answer client calls, emails, and chats. By establishing yourself as an expert in any after-sales issues, you will be able to build and maintain customer relationships and improve the customer experience.

- Support clients in any training and support requests (calls, emails, chat)
- Research issues and provide high-level product and customer support
- Establish and maintain customer relationships with key customers
- Identify opportunities for add-on sales
- Participate in strategic account management planning
- Establish and improve customer success policies and processes
- Identify areas for improving the customer experience and internal processes
- Collaborate with product development teams
- Execute client training and special projects, as required
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Manage project timelines, milestones, deliveries.

**Required Skills**

- Impeccable customer service and communication skills
- Knowledge of best practices in customer service and retention
- Proficient with applicable software applications
- Strong written and verbal communication
- “Go-getter” attitude, "
Getting things done" spirit
- Organised and stress resistant
- Positive, enthusiastic, and cooperative behavior in order to facilitate a good relationship inside and outside the department
- Team player, taking care of relationships within the team and within the company regardless of the level
- Empathic, good listener
- Holistic perspective / 360° vision of the job and the company model
- Autonomous, willing to learn
- Reliable, high sense of confidentiality
- Trustworthy and transparent
- Comfortable in international environments

**Qualifications**

- Proven ability in Customer Satisfaction and Customer Retention strategies
- Strong proficiency in Analytical Skills to evaluate data and resolve issues effectively
- Exceptional skills in Relationship Building and maintaining engagement with clients
- Effective Customer Service experience, with a customer-first approach
- Ability to communicate effectively and manage multiple client accounts
- Technical aptitude and familiarity with Customer Relationship Management (CRM) software is a plus
- Prior experience in SaaS or technology-based environments is advantageous
- Fluent in English (written and oral)
- The candidate will have at least 2 or 3 years of previous customer service experience (hospitality training is a plus), sales experience, or experience working directly with customers
- Organised, able to set priorities and to juggle between multiple projects simultaneously
- Sharp and details-oriented
- Solutions-oriented, ready to take responsibility and support teams and clients
- Excellent listening and presentation abilities.