Teamleader is a SaaS scale-up founded in 2012 in Ghent, Belgium. With Teamleader Focus we simplify work for small businesses by offering an all-in-one solution for CRM, project management and invoicing. Teamleader Orbit, acquired in 2019, focuses on helping medium-sized agencies thrive. By joining forces, we became the logical choice for any European business, big or small, that aims to automate and simplify work.
Customer Success is the foundation of our own success: we cannot exist unless our customers receive great value from our product. Everything we do, evolves around customer centricity. It is (y)our goal to help entrepreneurs work smarter with our all-in-one tool.
You care about entrepreneurs, what they do and how they can get the most value out of a SaaS tool. You breathe customer centricity and know what that really means in a volume-based business. You are a strategic thinker and can easily translate growth aspirations into scalable activities. You have a good understanding of the Customer Success field, its evolution, trends and thought leadership. You are a leader and you are not afraid of holding other people accountable. You get excited when you can make an impact and you’re a people manager who loves to coach colleagues to the best of their ability.
As a customer experience manager and teamlead of the 1-Many team, you are responsible for the customer journey of our Teamleader Focus customers from the moment they become paying customers. You are the owner of the experience in that journey and all the work that focuses on scale and enablement under 1-Many. You are the customer experience police so to say, which means that:
You know the customer, its pains, needs, worries, and happy moments.
You create a customer journey map and use it to continuously review the customer journey for areas of improvement
You have an overview of all touchpoints and communications throughout the entire customer journey and create programs to improve on them
You align the tone of voice and style of customer communication
You internalize the voice of the customer by collecting customer feedback and report on it
You are the go to person for everything customer related (customer communication, events, product changes…)
You are the head of a team that takes dedicated ownership for all the work that focuses on scale and enablement under 1-Many.
You coach that team in providing the most appropriate service to customers in different tiers.
You help your team to understand team and company goals, targets and metrics.
You define, track and create insights in operational metrics.
You create a mutually beneficial partnership with Teamleader, your colleagues and your customers.
You are a part of the (CS) leadership team and the link between Marketing, Sales, P&E and other departments.
We have the energy and boldness of a start-up and the expertise and pragmatism of a scale-up. The result: a team of both young and seasoned professionals led by supportive and approachable managers who give recognition and rewards for hard work. You’ll be working in a fast-paced tech environment with open feedback culture and room for initiatives and ideas. On top of that, you’ll get:
Our ambition is to build and sell a product that helps everyone everywhere (starting with Europe) to work smarter, so we want our team to reflect that. We believe that a diverse, inclusive working environment is crucial to realise that ambition, so we’re committed to continue to build and cherish a culture where every colleague feels welcome, appreciated and heard.
Sounds like you? You’d be a great fit if you: