Commuty SA

Role Description You are good at maintaining excellent Customer Relationships, and you’d like to serve a cause that matters? You love finding creative solutions to complex issues? You want to work with a young and dynamic team of incredibly driven people, to accelerate our growth? We have a space for you! As a Customer Success Specialist, you’ll be in charge of ensuring our Customer’s well-being and making their experience with Commuty the best it can be. This includes various tasks: - Manage the Customers - Act as Project Manager for the launch of newly signed Customers. - Be responsible for the successful onboarding of our new Customers, in collaboration with the sales and tech team. - Set up and manage the Customer’s environment in the app. - Inform & train the relevant stakeholders of the Customer on the usage of the app. - Take ownership of the contract terms and the invoicing management for your Customers together with the Admin Manager. - Manage Customer relationships to increase Customers LTV and prevent churn. - Collect regular feedback from your Customers. - Propose relevant actions to take or developments to make to the team & Customers. - Present new features to our Customers. - Increase Customers LTV and reduce churn. - Make Upsells to achieve annual renewal and upselling revenue targets. - Manage the upsell sales cycle from Feature presentation & demo, offer, negotiation to signature. - Collaborate with sales team when needed. - Reinforce our Customer support - Be the point of contact for frontline support requests. - Assist and educate our Customers in how to use our product. - Update and feed our FAQ page. - Make suggestions for improving the support process. - Propose product improvement to try to reduce the support needed for specific functionalities. Qualifications - Empathy, and patience, but with the ability to be firm. - Good writing, listening and negotiation skills. - Proactive and autonomous. - Excellent interpersonal skills. - Notions of project management and/or Customer support are assets. - Experience in a SaaS company is a plus. - Rigorous, well-organized and methodical (results-driven). - Bachelor degree in any relevant skills. - Bilingual French / Dutch is a mandatory requirement (and super fluent in English). Benefits - Tremendous growth opportunities. - Be a part of a dynamic team focused on taking Commuty to the next level. - Cool work environment that is caring, fun, and collaborative. - Office in Louvain-la-Neuve & Brussels, with a strong culture of remote work. - A salary package in line with your experience and skills. - The satisfaction of making a positive impact on society and employee well-being.