Customer Success Manager

  • Customer Success
  • Gent, Belgium

Customer Success Manager

Job description

As a Customer Success Manager with a partner focus you are responsible for managing and developing relationships with our preferred partners (typically payroll providers). Your aim is to ensure the successful roll-out and implementation of Officient as an HR-tool for the partners’ end customers. Your role involves providing training and support to the employees of our partner and helping the new customers onboard smoothly so they are up and running in no time. You will have impact on the product evolution as well by translating the needs of customers into suggestions for new features and improvements.

 

Responsibilities & Tasks:

Onboarding partner customers

  • Building good relationships with the employees of the Officient Partner

  • Guiding change management (especially in mindset) with employees of the partner (dossierbeheerders)

  • Organizing individual onboardings of pioneer clients with new partners

  • Organizing group onboardings

Activating and educating partner customers

  • Monitoring and stimulating active usage of the Officient platform, to reduce churn

  • Monitoring customer satisfaction (NPS) and developing strategies that can improve satisfaction

  • Developing and providing education material (product training webinars, mailings, video’s and live course material...)

Support

  • Supporting customers via chat in the week that you take up the ‘support hero’- role

  • Optimizing efficiency of the support process

  • Organizing “Live support” days at offices of partners (e.g., live help 1st payroll day of the month

Requirements

Skills

  • Proven ability to build and manage customer relationships

  • Strong customer success skills and empathy

  • Ability to balance the needs of the customer and partner with the business objectives of Officient

  • Fluent in Dutch and English.

Your mindset

  • Proactive, self-starting, action-oriented

  • Excellent communication, listening, facilitation, skills

  • Problem-solving attitude

  • Growth mindset - open, curious, determined, quick to try new things

What are some amazing bonus points?

  • Experience in change management

  • Experience working at a fast-paced startup or in a SaaS environment

  • HR experience and payroll knowledge

  • French and other language skills 

Our offer

  • A competitive salary package that is Officiently optimized to your individual needs

  • Flexibility in working hours and location

  • Growth and mentoring by experienced colleagues

  • The opportunity to grow and learn within a fast-growing and innovative startup