What are the responsibilities and job description for the Customer Success Manager position at Hoplr - Community engagement platform?
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Customer Success Manager
Customer Success / Ghent
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Hoplr is an award-winning platform for community engagement. It is a private social network for the neighbourhood where citizens come together for social interaction, support, and to organise local initiatives. At the same time, we provide municipalities with insights into neighbourhood needs and enable them to communicate in a neighbourhood-oriented manner and promote co-creation.
This is an exciting opportunity for someone who is looking to build a commercial career in a fast-growing SaaS business and wants to grow with us.
As a Customer Success Manager at Hoplr, you will play a critical role in our clients' success and satisfaction. You will be responsible for implementing Hoplr with our clients, cities all over the world, and for building and maintaining strong, long-lasting customer relationships. Your goal will be to understand our clients' needs, provide strategic guidance, and ensure they receive the full benefits of our products and services.
Furthermore, you're passionate about everything related to community and citizen engagement. You're a philanthropist who finds fulfilment in helping people and improving their quality of life.
Responsibilities
Customer Success Manager
Customer Success / Ghent
Apply for this job
Hoplr is an award-winning platform for community engagement. It is a private social network for the neighbourhood where citizens come together for social interaction, support, and to organise local initiatives. At the same time, we provide municipalities with insights into neighbourhood needs and enable them to communicate in a neighbourhood-oriented manner and promote co-creation.
This is an exciting opportunity for someone who is looking to build a commercial career in a fast-growing SaaS business and wants to grow with us.
As a Customer Success Manager at Hoplr, you will play a critical role in our clients' success and satisfaction. You will be responsible for implementing Hoplr with our clients, cities all over the world, and for building and maintaining strong, long-lasting customer relationships. Your goal will be to understand our clients' needs, provide strategic guidance, and ensure they receive the full benefits of our products and services.
Furthermore, you're passionate about everything related to community and citizen engagement. You're a philanthropist who finds fulfilment in helping people and improving their quality of life.
Responsibilities
- Client Onboarding: Guide clients through the onboarding process, ensuring a smooth and successful launch of our products or services.
- Account Management: Develop and maintain strong relationships with clients and be an ambassador within the company.
- Product Knowledge: Become an expert on our products and services and provide tailored recommendations to clients based on their specific needs.
- Proactive Communication: Regularly check in to monitor customer satisfaction, offer assistance, and provide updates on new features or offerings.
- Issue Resolution: Address client concerns and issues promptly, collaborating with internal teams to ensure swift resolution.
- Retention and Expansion: Understand customer needs and identify opportunities for upselling or cross-selling additional products or services, contributing to client growth and satisfaction.
- Client Feedback: Gather feedback and insights from clients to help shape the future of our products and services.
- Data Analysis: Analyse customer data and usage patterns to identify trends and proactively address potential issues.
- Renewals: Manage contract renewals, ensuring a high client retention rate.
- 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.
- Competitive salary and performance-based bonuses.
- Comprehensive healthcare and benefits package.
- Opportunities for professional development and growth.
- A dynamic and inspiring work environment at a growing and innovative company.
- Company events and team-building activities.
- An easily accessible office near Ghent or Brussels.
- Your work impacts a community of more than 1,000,000 Hoplr members and more than 250 customers…