Customer Success Assistant

Job content

Customer Success Assistant

• Working Location: Brussels, Belgium
• Security Clearance: NATO Secret /SC
• Language: High proficiency level in English language

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

· Bachelor’s degree from a nationally recognised/certified University in a related discipline like Customer Success, Marketing, Communication, Data Science or CIS. Exceptionally, the lack of a university degree may be compensated by the demonstration of particular abilities or experience of relevance

· 2-5 years of experience working within SaaS environment

· Good understanding of virtual collaboration and digital transformation

· Good understanding of data analytics, tools and technologies

· Knowledge of NATO structure and responsibilities, including roles of HQ’s, ACO and ACT

· Understanding of principles of Prince2 and ITIL

Desirable Qualifications/Experience:

• Hands-on experience in field of Customer Success for SaaS related services

DUTIES/ROLE

• Management and daily operations of a consolidated and optimised CSM tools
• Maintain NDW customer’s portfolio, customers’ on-boarding, drafting communication materials and presentations as well as assist in organisation and distribution of efficient and effective training
• Drive Technology adoption
• Provide assistance of the unbiased scientific, technical, acquisition and sustainment support in the area of NATO Digital Workplace
• Aggregation and utilization of data modelling to understand predictive indicators
• Track and analyse NDW customer product usage, stakeholder engagement and satisfaction points
• Highlight any fluctuation in user behaviour, flag critical issues and escalate within chain of command
• Manage the preparation and maintenance of reports necessary to carry out the CSM functions
• Prepare periodic reports for NDW management, as necessary or requested, to track strategic CSM goals accomplishments
• Stay up to date with new developments in the NDW functional area assigned, and skilfully bring innovative ideas into implementation
• Perform other duties as may be required

Job Types: Full-time, Freelance

Salary: €30.00 - €40.00 per hour

Schedule:

• Monday to Friday

Application Question(s):

• Do you have NATO Security Clerance ?

Experience:

• Customer Service: 5 years (Preferred)