CUSTOMER SUCCESS SPECIALIST - SAAS SOLUTION - BRUSSELS

Job description As a Senior Customer Success Specialist, you will join the Customer Success team to provide a helping hand to to customers who are using or starting to use the platform.

In this role, you will be responsible for delivering services including support, onboarding, training, customer content creation and ongoing advisory. You’ll get to:

• Create templates documents to better support, educate and communicate with clients
• Set up a set of targets for the Customer Success team 
• Partner with customers to effectively resolve issues/ troubleshoot through chat, email, and phone when necessary.
• Communicate thoughtful, customized solutions that help customers to move forward
• Answer how-to questions and help customers navigate a variety of features within the tools.
• Communicate regularly with top customers to increase adoption, promote new features, ensure retention and satisfaction.
• Contribute to FAQ and Newsletter creations
• Collaborate closely with the Sales team, and identify opportunities for existing customers to use more of the platform or services
• Collaborate closely with the Product team, being the conduit of feedback between customers and the company product team
• Explore new tools and process that can improve escalations and workflows between Product, Sales and IT teams
• Create reports to measure customer satisfaction and team performance 

Profile

We are looking for someone who:

• Is an outstanding communicator
• Is fluent in both French and English
• Find creative problem-solving fulfilling & challenging
• Is self-motivated & eager to learn and grow professionally
• Thrive in a dynamic environment
• Adapt quickly to changing priorities and customer needs
• Is passionate about working with customers and finding solutions that make their goals possible

Organisation and department description

The company develops a revolutionary software that helps companies collaborate with the right influencers and measure the results and ROI of their actions. 
They are currently seeking for a (Senior) Customer Success Specialist. 

Offer • Working for a very nice scale up spirit
• Having a direct impact on the product
• A fast-growing and very young atmosphere
• A permanent job with a fixed  and very good salary and advantages.
• The opportunity to grow with the company over time