We are looking for a Customer Success Manager

RetailSonar, a rapidly expanding SAAS company, specializes in geomarketing solutions tailored for large retail and service companies. With established offices in four countries (Belgium, The Netherlands, France, and Germany), RetailSonar is strategically positioned for further growth on its path towards European market leadership. Beyond our technological prowess, we take pride in fostering a collaborative and innovative work environment, making RetailSonar not just a leader in the industry but also a great place to work. In line with our ambitious expansion plans, we are actively seeking a talented Customer Success Manager to join our dynamic team. If you're ready to contribute to both our professional success and have a client-first mindset, this opportunity is for you.

Are you passionate about optimizing and improving the client experience? Do you thrive in creating process flows that will improve customer 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 driven by a clear understanding of customers’ needs

·        You excel at giving training, tailored to different target audiences and industry needs

·        You provide a smoothless 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

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 customer’s 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 training on a regular basis, 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.

What is your profile?

·        You have a Master’s degree in Communication, Economics, Psychology or another related field OR have built enough experience in the area.

·        Experience in Customer Success for a SaaS company is a strong plus

·        You can give convincing presentations & training to key stakeholders at all levels in Dutch and English. If you are also able to do this in French, you have a strong edge on other candidates.

·        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 teamplayer.

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 electricity.

·        Be part of the market leader in BeNeLux, currently expanding its footprint in France and Germany with clear indicators of sustained growth.

·        Contribute to a clear vision and ambitious plan to ascend to European market leadership.

·        Join a vibrant, talented, and committed team, supported by powerful sales tools and streamlined commercial processes, all with an attractive remuneration package.

·        ‘Great Place To Work’ is one of our three values, so you can count on joining a team that will value you, support and challenge you in your growth and make sure you are enthusiastic to come to work.

Interested to take the next step ?

If you are a dynamic and enthusiastic Customer Success professional with an obsession for improving the customer experience, we encourage you to join our team at RetailSonar. Apply now by sending your CV and cover letter to ine.eeckman@retailsonar.com