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  • jobs
  • 2 weeks ago

jobs description

Our company:

Hello Customer is a SaaS CX tech company, founded in 2015 in Ghent, Belgium. We offer an all-in-one platform to capture and analyse customer feedback and make it easy for our clients to get the business insights they need.

Job Summary:

We are seeking a dynamic and experienced bilingual (French/English) Customer Success Manager with a background in Customer Experience (CX) to join our team. This role is essential for ensuring customer satisfaction, retention, and growth in our SaaS company. The ideal candidate will have a minimum of 3 years of experience in customer success or a related field, be fluent in both French and English, and be based in France (Paris) or Belgium (Ghent).

Key Responsibilities:

1. Customer Relationship Management:
• Develop and maintain strong relationships with key stakeholders within customer organizations.
• Serve as the primary point of contact for customers, addressing their needs and ensuring satisfaction.
• Conduct regular check-ins... business reviews, and strategic discussions with customers to understand their goals and challenges, and provide them with the necessary business insights.

2. Customer Onboarding and Implementation:
• Lead the onboarding process for new customers, ensuring a seamless and successful implementation of our products/services.
• You organize scoping sessions and workshops in order to ensure a successful project roll-out with all people involved, ranging from decision makers, over program owners, to business owners.

3. Customer Retention and Growth:
• Develop and execute strategies to increase customer retention and drive account growth.
• Identify opportunities for upselling and cross-selling and collaborate with the sales team to achieve these goals.
• Monitor customer health metrics and proactively address potential issues to prevent churn.

4. Customer Experience (CX) Expertise:
• Leverage CX best practices to enhance the overall customer journey and satisfaction.
• Gather and analyze customer feedback to continuously improve our products and services.
• Advocate for customer needs and work towards enhancing the overall customer experience.

5. Problem Solving and Support:
• Address and resolve customer issues in a timely and effective manner.
• Collaborate with technical support and other departments to ensure customer issues are resolved promptly.

Qualifications:
• Education: Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Experience: Minimum of 3 years of experience in customer success, account management, or a related role, preferably in a SaaS environment.
• Languages: Fluency in both French and English is required.

Skills:
• Strong understanding of customer experience (CX) principles and best practices.
• Excellent interpersonal and communication skills.
• Proven ability to manage and grow customer relationships.
• A good understanding of the business world to be able to act as a business partner for our clients.
• Ability to analyze data and make data-driven decisions.
• Proficiency with customer relationship management (CRM) software and other relevant tools.
• Familiar with Project Management principles;

Benefits:
• Competitive salary and performance-based bonus.
• Professional development opportunities.
• Flexible work environment.

To Apply: Please submit your resume and a cover letter detailing your experience and why you are a great fit for this role to recruiting@hellocustomer.com
Ghent Belgium

salary-criteria

Apply - Customer Success Manager Ghent