Customer Success Manager Belgium

The Challenge

Today, people all over the world are connected. All day, every day. At CM.com we firmly believe that technology exists to enhance people’s lives. We enable our customers to be part of those lives. Constantly searching for ways to better connect people with each other is what drives us.

To help us achieve this mission, we are looking for a Customer Success Manager to strengthen our Belgium Sales team.

The Belgium Sales team is located in Mechelen (BE).

What you’ll do

As Customer Success Manager you will be responsible for a successful and ongoing use of CM.com’s platform from onboarding onwards as well as strategic advising our customers. The purpose of your job is to coordinate a successful launch, advise, assist and build a strong relationship with the customer. Customer centric thinking is part of your DNA.

Your main job will be to onboard and implement all of CM.com’s solutions, We have many different (direct) customers using our software suite, like large financial institutions, retail, governments, e-commerce, event organizers, recruitment parties, et cetera, but we are also doing sales through partnerships. The potential of the Belgian market is enormous.

As a Customer Success Manager you are able to oversee how our products integrate with each other and you have the (technical) in-depth knowledge of the CM.com platform to advise our customers about the best practices, fitting their customer needs.

You will handle the onboarding of the team’s new customers. Together with the new customer you will organize an official kick off, define goals and create a plan how to achieve this including a customer-friendly-planning. During and after the onboarding phase you will be the point-of-contact for the customer and you will closely work together with your colleagues to achieve this goal. You are successful when the customer is live within the timeframe of expectations and the customer is empowered to benefit from all of the relevant platform features.

You will collaborate cross functional and work closely together with your sales colleagues (Account Executives and Account Managers), with Marketing, Product and Development.

In addition to these activities, you are mainly concerned with:

• Independently manage a portfolio of customers across a range of different branches;
• Be in daily contact with customers by proactively reaching out and initiate dialogues;
• Manage the customer relationship throughout the lifecycle by monitoring transactions, satisfaction levels and customer engagement;
• Proactively share customer feedback for further development of the platform;
• Provide solutions to customer complaints/issues in a timely and professional manner;
• Daily helicopter view to see which onboarding needs attention or actions;
• Based on the ambitions of our customers, you seek a match with our products to ensure cross and up sell to those customers;
• Responsible for the retention of our customers in order to build up a long-term business relationship;
• Identify sales opportunities and team up with relevant colleagues for follow-up.

What you offer

• Bachelor’s degree;
• Minimum of 3 years’ relevant business experience in in (technical) customer success management, in project management or consultancy, preferably in a software / SaaS / IT organization;
• Strong affinity with technology;
• Excellent communication skills; in English and Dutch; French is preferable;
• You are energetic, proactive and have a customer-oriented mindset;
• Experience in the field of SaaS Software is a great asset;
• Structured, excellent time management and organizational skills;
• Availability: full time.
  

As a person; you are

• Energetic and proactive;
• You have a commercial mindset;
• You know what it takes to work in a fast changing and demanding organization;
• You are coachable and eager to learn;
• You have a can-do mentality and a continuous improvement mindset.
  

What we offer

• A challenging job within an innovative and international fast-growing company;
• Competitive salary and bonus structure based on skills and experience;
• The opportunity to shape your job with your own skills;
• Awarded to be a Great Place to Work 2021 by CM.com employees;
• Working together with motivated and entrepreneurial colleagues;
• Onboarding and buddy program to help you to get up to speed;
• Plenty of opportunity for personal and professional growth through courses and training, by among others the CM Academy;
• Post Corona we hope to go back to regular (social) events such as Q-meetings, ski-and summer trips, parties, Friday afternoon drinks, sport lessons and a healthy lunch.
  

CM.com as a Company

CM.com is a listed company (Euronext Amsterdam: CMCOM) and provides Conversational Commerce services from its cloud platform that connects enterprises and brands to the mobile phones of billions of consumers worldwide. Conversational Commerce is the convergence of messaging and payments.

We provide messaging and voice channels, such as SMS, Over The Top (OTT) (e.g. WhatsApp Business, Apple Business Chat, Google RCS, Facebook Messenger, and Viber), Voice API and SIP. These messaging channels can be combined with cloud platform features, like Ticketing, eSignature, Customer Contact, identity services and a Customer Data Platform.

Apart from that, CM.com is a licensed Payment Service Provider (PSP) offering card payments, domestic payment methods and integrated payment methods like WeChat Pay. CM.com has over 800 employees and 20 offices globally. The CM.com headquarters is located in Breda. The Belgium team is located in Mechelen. The platform of CM.com delivers fully integrated solutions, based on a privately owned cloud and 100% in-house developed software. By doing so, CM.com can guarantee scalability, time-to market and, global redundancy and delivery.

Apply nowand ‘Start the Conversation’

Are you the candidate we are looking for? Please apply via our company website with your resume and tell us what excites you about this opportunity. An assessment and Pre-Employment Screening will be part of our recruitment process.

We look forward to hearing from you.

Kind regards

Sanne Koenraads