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 analyze 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.
- Young and dynamic team ready to revolutionize the CX industry!
Apply now
Send an e-mail to recruiting@hellocustomer.com.
