Manager, Client Success (Belgium)

Confidential
  • Belgium-Other
  • Confidential
  • 4-8 years
  • 197 Views
  • 27 Mar 2015
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  • Customer Service, Client Servicing

  • IT/ Technology - Software/ Services
Job Description

Primary Accountabilities and Responsibilities

Assist in hiring, on-boarding, development and certification of team members to enable effective scaling of the CSM organisation
Supervise team member activities and directly handle client escalations
Embed a framework that delivers industry leading retention and satisfaction against a context of exponential growth
Develop and provide executive support through solid relationships with clients, including user groups
Own the reporting on client and team activities, including performance metrics Support team members on select strategic clients
Conduct process improvement projects designed to improve; proactive and reactive issue management, team utilisation, scaling of the CSM organization, and customer retention and reference-ability
Develop and maintain knowledge and documentation around best practices
Support sales, alliances and marketing in the client acquisition process and in incremental sales from a services perspective
Partner with sales and account management to ensure alignment at all levels of the relationship throughout the partnership
Manage a small portfolio of clients and make certain a high level of satisfaction with the solution is achieved
Facilitate the transition out of implementation to Go-Live and support the client's drive towards self-sufficiency
Conduct regular meetings with the client and make recommendations to provide continued success with talent management processes, workflows, and system configuration
Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership
Maintain expert level knowledge of each of the  cloud offerings and configuration options

Experience/Qualifications

B.A./B.S. or equivalent professional experience in Human Resources, Organisational Development / or HR Practitioner Accreditation
Direct exposure to the full range of HR business processes
Previous experience in managing teams would be advantageous
Minimum of five years of experience using  application or comparable product; high level of skill with the application
Organised and methodical with excellent follow-up to ensure client expectations and deadlines are met on multiple projects simultaneously
Excellent analytical skills
Excellent verbal and written communication skills and professional etiquette
Proven ability to deal with and resolve complex customer business issues
Strong Customer Service orientation
Ability to thrive in a time-sensitive, high energy, demanding entrepreneurial environment
This position may require up to 30% travel