Job Description
You are good at maintaining excellent Customer Relationships, and you’d like to serve a cause that matters?
You love finding creative solutions to complex issues?
You want to work with a young and dynamic team of incredibly driven people, to accelerate our growth?
We have a space for you!
WHAT WE EXPECT FROM YOU
As a Customer Success Specialist, you’ll be in charge of ensuring our Customer’s well-being and making their experience with Commuty the best it can be. This includes various tasks:
1. Manage the Customers
This is the “Account Management” part of the job. As from the signature of the contract, you will be the Commuty contact person for the Customers you manage. Your tasks will mainly be:
Act as Project Manager for the launch of newly signed Customers. Mainly:
- Be responsible for the successful onboarding of our new Customers, once their contract is signed, in collaboration with the sales and tech team
- Set up and manage the Customer’s environment in the app
- Inform & train the relevant stakeholders of the Customer on the usage of the app
- Take ownership of the contract terms and the invoicing management for your Customers together with the Admin Manager.
Manage Customer relationships to increase Customers LTV and prevent churn. Mainly:
- Collect regular feedback from your Customers
- Propose relevant actions to take or developments to make to the team & Customers
- Present new features to our Customers
- Increase Customers LTV and reducing churn
Make Upsells to Achieve annual renewal and upselling revenue targets. Mainly:
- Manage the upsell sales cycle from Feature presentation & demo, offer, negotiation to signature
- Collaborate with sales team when needed
2. Reinforce our Customer support.
This represents the ‘Customer support’ part of the job. You will spend part of the week working with the support team.
You will be asked to:
- be the point of contact for frontline support requests. If needed, dispatch the requests to the relevant team members;
- assist and educate our Customers in how to use our product;
- update and feed our FAQ page;
- make suggestions for improving the support process;
- propose product improvement to try to reduce the support needed for specific functionalities.
Qualifications
- Empathy, and patience, but with the ability to be firm
- Good writing, listening and negotiation skills
- Proactive and autonomous
- Excellent interpersonal skills
- Notions of project management and/or Customer support are assets
- Experience in a SaaS company is a plus
- Rigorous, well-organized and methodical (results-driven)
- Bachelor degree in any relevant skills
- Bilingual French / Dutch is a mandatory requirement (and super fluent in English)
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