Customer Success Manager
DECEMBER 2020 I BRUSSELS
As a Customer Success Manager, you will be responsible for developing customer relationships that promote retention and loyalty. Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. You ensure a great user experience.
A such, you will onboard our clients, provide product information and drive through resolution any emerging problems that our customer might face with accuracy and efficiency.
You are genuinely excited to help customers. You are empathetic, and passionately communicative. You can put yourselves in the customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to you. You are confident at troubleshooting and investigate if you don’t have enough information to resolve customer complaints.
This position is client-centric by nature. We expect the position holder to have a "get it done" spirit.
To be successful, you will have a passion for positive client experience, an eagerness to master our product features to guide our clients throughout their work, a healthy dose of positivity and a natural helper mindset, a good knowledge of technology, great verbal and written communication skills, an eagerness to learn and a solid command of Dutch, English and French.
Support customer by Mail & Phone.
On-board new clients
Support of the Chatbot team
Establish customer support pratices
Supervise customer success employees
Hands-on with a commercial spirit
Great interpersonal skills
Constructive positive attitude, mature and self-confident, highly organized
Team leader who can direct, inspire and encourage others
Eager to learn
Good chemistry and fit with the firm's culture
A time player who takes responsibility for results
Strong verbal and written communication skills (Dutch, English and French proficiency are a must)
Analytical mindset - ability to identifying the root-cause and the real need of a customer
Knowledge of a customer service practices
Technical aptitude and ability to learn software programs
Customer orientation and ability to adapt/respond to different types of characters
Proficient in Microsoft Office Suite, specifically Excel and Powerpoint
Nice To Have
Familiarity with CRM systems and practices