Customer Success Manager

Responsibilities

• Guide clients through the onboarding process, ensuring a smooth and successful launch of our products or services.
• Develop and maintain strong relationships with clients and be an ambassador within the company.
• Become an expert on our products and services and provide tailored recommendations to clients based on their specific needs.
• Proactively communicate with clients to monitor satisfaction, offer assistance, and provide updates on new features or offerings.
• Address client concerns and issues promptly, collaborating with internal teams to ensure swift resolution.
• Understand customer needs and identify opportunities for upselling or cross-selling additional products or services, contributing to client growth and satisfaction.
• Gather feedback and insights from clients to help shape the future of our products and services.
• Analyse customer data and usage patterns to identify trends and proactively address potential issues.
• Manage contract renewals, ensuring a high client retention rate.

Requirements

• Proven experience in a customer success, account management, or similar role.
• Fluent in French (mother tongue / niveau C).
• Proficient in Dutch (niveau B).
• Exceptional interpersonal and communication skills, both verbal and written, with the ability to build strong relationships.
• Strong problem-solving abilities and a customer-centric mindset.
• Detail-oriented with excellent organizational and time management skills.
• Able to work independently and take initiative.
• Knowledge of Hoplr and the value it offers to local communities.
• Proficiency in CRM software and office productivity tools.