Customer Success Specialist

Tactful AI provides Intelligent Customer Engagement Platform powered by advanced AI and data technology to help businesses manage, augment and understand their customers journeys across touch points. Tactful has been recently acquired by Dstny Group, the European Leader in Business communications.

As a Customer Success Specialist with us, you will be a key influencer in our customer journey and sales process as well as gathering insights to assist our products development.

The Customer Success specialist at Tactful will work with our existing customers to increase our understanding of customer needs and behavior, assist customers with questions and operational tasks, provide a service beyond the ordinary and create a world-class customer experience.

Your goal should be successful adopting of our products by our customers and driving up the renewal rate. The key figures range from retention, or prevention of churn, to revenue where Customer Success is involved very early in the onboarding and training of new customers and throughout the customer’s time at Tactful, i.e., retention, and account expansion.

Here follows some of the details about your day-to-day activities:

• Understand customer needs and design relevant use cases & solutions based on our products and services. That includes AI models configuration and training, system configuration, content management and Machine learning.
• Present & demo solutions to customers personalized to their needs and industry and build proof of concepts (POC) for strategic accounts.
• Assist and collaborate with sales team on building technical and financial proposals
• Manage deliverables planning, onboarding and user acceptance testing in key projects
• Develop training materials,
• Manage key accounts (support, up-cross selling, and renewal)
• Advise customers based on progressive relationship management
• Collaborate with product development team on prioritizing products roadmap based on market insights

• 2-5 years of experience Customer Success experience in similar industries
• Good business understanding and experience of SaaS services & AI (preference)
• Entrepreneurial and independent team player
• Experience of setting up processes and structure for Customer Success (preferred)
• Analytical and good attention to details
• Ability to understand complex technical environment and curate solutions based on customers’ needs and our standard products and services
• Strong interpersonal, presentation, storytelling and communication skills including collaboration with internal and external stakeholders
• Fluent in English and French and preferably good command of Dutch

We offer a huge opportunity to grow and develop. Tactful is currently moving from being a start-up to a scale-up within the Dstny Group. This means a rapid pace of change and an opportunity to take great responsibility and to be able to directly influence the company’s development.