Customer Success Lead - Gent, België - Codit

Codit

Geverifieerd bedrijf

Gent, België

2 weken geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

About the Job:

The Customer Success Lead is a pivotal role that combines the expertise of a Team Lead with the client-focused responsibilities of a Customer Success Manager (CSM).

This individual will be responsible for fostering positive relationships with clients, ensuring customer satisfaction, and managing the development of employees within their domain.

Key Responsibilities:

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Team Leadership and Development:

Setup personal development goals and ambitions of team members in collaboration with HR and Operations, Sales objectives and key results to drive "Customer Centricity and growth "
Manage the training budget and communicate training needs to ensure team competencies and skills are uptodate.
Provide onthejob coaching and share knowledge, tips, and tricks from proven methodologies in customer success, customer experience and through personal experience.
Evaluate employee performance based on a 360° feedback vision and ensure pay aligns with performance and market standards.
Act as a reference in the field, solving complex problems and setting up processes for team interaction and knowledge sharing.
Manage cross functional relationships between the Customer, the CS Team and the other Codit Teams and thus guide the CS Team as the Voice of the Customer through the entire organisation
Shift Codit towards a true Customer centric organisation, with a proactive attitude throughout the entire Customer journey, internally and externally
Define and manage Team KPI's and internal service levels resulting in improvement of customer satisfaction, increasing revenue and reducing churn

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Customer Success Management:

Safeguard governance rules ensuring fluent communication and information flows
Ensure workflows are aligned with customer expectations and steer on process improvement resulting in great customer satisfaction
Guide the customer seamless through the entire journey from onboarding to recurrent services
Oversee the successful onboarding of new customers, projects and develop strong relationships with key stakeholders.
Address and resolve customer issues promptly, acting as the primary point of contact.
Identify opportunities for upselling or crossselling and collaborate with the sales team to close deals.
Analyze customer data to enhance the overall customer experience and drive service improvements.
Take ownership of the escalation process, manage major incidents, and lead service review meetings.
Develop an indept understanding of our services, products and industry to effectively communicate with customers and internal stakeholders

About You:

Competencies:

Strong relationship management and communication skills.
Proven leadership abilities with a focus on encouraging and supporting team members.
Strategic thinking and problemsolving skills.
Proficiency in English, with Dutch and French languages considered a plus.
A customercentric mindset with a commitment to continuous improvement and entrepreneurship.

Qualifications:

Recognized as a business expert within their field. Proven experience is a must.
ITIL certification and indepth knowledge of Agile methodologies is a plus.
Demonstrated experience in a dynamic environment, managing multiple priorities under pressure.

Culture and Values:

A role model for Codit values and growth mindset.
Believes in a nonhierarchical culture of interaction, transparency, and trust.
Visible passion and dedication to their field.

The Customer Success Lead will create a safe working environment where employees, partners, and customers can thrive, providing leadership, guidelines, and vision to the team while supporting and monitoring their development plans and objectives.

This role is essential in driving customer success and satisfaction, maintaining client relationships, overseeing service management processes, and fostering a culture of continuous improvement and entrepreneurship.

Our Offer:

You will be working in an international environment with a strong innovative culture.

Codit knows that people work best when they are happy in their job. Since 2018 Codit is yearly certified as a
Great Place to Work by Vlerick Business School, something to be very proud of

In addition to your salary, we offer a wide range of benefits
: personal training budget of €4.500/year, company car & fuel card, bike leasing, Meal Vouchers, Ecocheques, a generous net allowance, Hospitalisation + Group + Travel Insurance, mobile phone membership, a collective bonus CAO 90 and
20 legal vacation days +
12 ADV days.

Want to know more? Hit that button below, come in for a coffee and have a chat with us.