Requirements: English
Company: RetailSonar
Region: Ghent , Flanders
About us
RetailSonar is a fast growing SAAS company specialized in geomarketing for large retail and service companies. RetailSonar has offices already in 4 countries (Belgium, The Netherlands, France, Germany) and has technologically readiness for further scaling up towards European market leadership. Therefore, we are looking for a Bilingual Customer Success Manager.
Are you passionate about optimizing and improving the client experience? Do you thrive in creating process flows that will improve customers engagement? As we embark on this exciting journey, we''re seeking a Customer Success Manager to join the Customer Success team and improve our customer experience. If you are proactive, always thinking about optimizing flows and thrive on customer interactions, we invite you to be a key player in our vibrant and growing organization.
About the role
As a CSM, you ensure that our services & solutions deliver value to reach customer satisfaction & loyalty. You are the voice of our customers internally and make sure that feedback reaches the right teams and strive to put everything in place to make it happen.
What do you need to be successful in this role:
- You are bilingual in Dutch and French and speak English fluently as well
- You are driven by a clear understanding of customers needs
- You excel at giving training, tailored to different target audiences and industry needs
- You provide a smooth onboarding experience and proactive platform education
- You ensure to organize enough follow-ups to stay in touch with the customer
- You are the guardian of correct execution of CS processes, which leads to less churn and active brand ambassadors
- You are excited to travel to our Paris office frequently
Your responsibilities:
- You guide our customers through the onboarding process and make sure that they experience a smooth implementation and understanding of our platform with training & support.
- You implement, improve and own scalable customer success processes.
- You take responsibility for an assigned set of customers.
- You take ownership of your customers happiness and resolve any issues as the customer advocate.
- You assist in creating a scalable onboarding process to meet international & segmented customer needs.
- You make sure that customer feedback reaches the right teams internally, according to the existing processes.
- You develop best practices for support and report product improvements to enhance the customer experience.
- You work closely with other departments (development, consultancy, marketing) to reach your goals.
- You continually improve our training & product guidance materials.
- You focus on building relationships with our international customers to ensure retention and growth through regular follow-ups. You are their first point of contact when they need support.
- You give group trainings on a regular base, corresponding to our international customers needs.
- You organize & assist with customer events.
- You are the guardian of smooth releases for the customer, prepare communication and provide a convenient new feature learning process.
About you
- You have a Masters degree in Communication, Economics, Psychology or another related field OR have built enough experience in the area.
- You have 1-3 years of experience in a Customer Success role, ideally for a SaaS company (nice to have).
- You can give convincing presentations & trainings to key stakeholders at all levels in Dutch, French and English.
- You have outstanding interpersonal abilities (eg. Empathy, listening skills, ) and strong written and verbal communication skills. You can communicate clearly with technical and non-technical audiences alike.
- You are bold and confident, a self-starter who takes initiative and responsibility for your tasks. You think in terms of solutions and always put the customer first.
- You are customer obsessed and you always strive for the best customer experience.
- You are a people person that thrives on social interactions.
- You are proactive, well organized and structured. You can work independently but also be a true team player.
- You are willing to travel to our Paris office on a regular basis.
Why come to RetailSonar?
- Immerse yourself in a proven and revolutionary SAAS solution, driven by big data and artificial intelligence.
- Thrive in a fast-growing company with a stellar track record, boasting over 100 large customers across diverse sectors, including retail, banking, telco, services, and charging.
- Be part of the market leader in BeNeLux, currently expa