Head of Customer Success

Contenido de trabajo

Location: Brussels (Auderghem), Belgium

Start date: As soon as possible

Join and lead a team driven by customer success in the world of brand intelligence

The Head of Customer Success is a key position at Auxipress that develops a true customer culture within the organization and is responsible for delivering a seamless customer experience. He/she links with the Auxipress managers to ensure that all teams contribute equally to delivering a quality service.

He/she manages our Customer Success (2 people) and Customer Support (3 people) teams in order to develop and retain the customer portfolio.

The Head of Customer Success is the internal voice of our customers and reports customer feedback to enable Auxipress to constantly adapt its offerings to the needs of the market.

Your missions

???? Management of a Customer Success and Customer Support team

• Define the objectives of the department
• Managing the activity (piloting the activity, relaying information to the teams, framing the missions, monitoring the achievement of objectives)
• Setting up processes and structures

???? Onboarding and managing the customer

• Supervising the implementation of new customer projects
• Managing the training schedule for our clients on our solutions
• Leading the customer relationship through the intervention of its teams along the customer cycle
• Coordinate the interventions of internal teams to deliver the expected solutions

???? Satisfaction and loyalty of the customer portfolio

• Develop a close relationship with our clients and listen to their needs
• Provide strategic support during client meetings and make proposals
• Adjusting services to always meet our clients’ expectations
• Act as an escalation point in the event of customer dissatisfaction.
• Constantly demonstrate the value and usefulness of our services
• Anticipate renewals and identify risks of customer departure

???? Expand the use of our solutions

• Identify business development opportunities within our existing customers
• Relay development opportunities to the sales teams and participate in the development of appropriate solutions
• Participate in customer marketing strategies

Your profile

• Master’s degree in Business, Communication, Marketing, Sales or any relevant field;
• You have previous experience in a Customer Success or similar role
• You are client oriented and results-driven
• You master the setting up of processes and structures
• You have experience in team management
• You are team player and an over-communicator
• You are a tech savvy and have a genuine interest in products and solutions
• You are fluent in French and/or Dutch + English.

Benefits

???? An attractive salary package with many non-financial benefits: company phone and laptop, group insurance, eco vouchers, end-of-year and 13th month bonus, homeworking reimbursement, etc.

???? An open, flexible and challenging environment. We are moving to Souverain 25 (Google it!), a new work space with many facilities: fitness club with pool, food market and easy to reach

???? A powerful combination of personal and professional development to boost your career and help you achieve your goals

????️ 5-week vacation

Our recruitment process

???? 30’ call with Gloria, our HR Manager to get to know each other

???? 1 hour Interview with Arnaud (CEO) and Gloria to deep dive into your past experience and learn more about your aspirations + to evaluate your skills

???? 1 hour Meeting with the teams : Camille and Estelle from the Customer Success and Ilse, Thierry and Edwin from the Customer Support

???? Final meeting with Arnaud (CEO) and Gloria (HR Manager)

About Auxipress

Auxipress is the leader in media monitoring and data analysis in Belgium. We provide brand intelligence solutions to enable companies to know their media impact, to improve their image evolution or to compare it to their competitors. Thanks to a clever mix of expertise and intelligent algorithms, we make sense of the media and help companies achieve their strategic objectives.

Let’s get in touch !

www.auxipress.be

www.instagram.com/auxipress

https://fr-fr.facebook.com/Auxipress/

https://twitter.com/Auxipress