Customer Experience Manager

  • Customer Success
  • Amsterdam, Netherlands

Customer Experience Manager

Job description

  • Role: Customer Experience Manager
  • Scope: The entire customer base of our Teamleader Focus product.
  • Location: Ghent, BE or Amsterdam, NL
  • Timing: asap

Who are we and why should you care?

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.

Who are you and why should we care?

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.


What you’ll be doing:

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.

Why others chose Teamleader: we're lively, not corporate

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: 

  • A liberal training budget to spend as you choose.
  • A hybrid working model, a pleasant mix of office work and home working. Find out more here.
  • A personal tooling budget, to make working from home as comfortable as it is in our offices.
  • Daily budget-friendly in-house prepared lunch and dinner options, as well as Free Food Fridays and Cava Fridays.
  • Competitive and market-conform salary and compensation and benefits, including company car or other mobility options (electrical step, bike,...) 
  • Our long-lasting dedication to employee wellbeing, just take a look at our career page and Instagram to see how we keep the Team(leader)-spirit going. 

We value diversity

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.

Requirements

Sounds like you? You’d be a great fit if you: 

  • Strongly believe in technology and have affinity with cloud-based applications
  • Have at least 2 years of experience in customer service, customer success, community mgmt, customer marketing, customer experience or related roles, preferably in a SaaS environment
  • Are a self-starter with an intrapreneur mindset
  • Embrace change and always keep a positive attitude
  • Have at least 1 year of experience leading and managing people
  • Are fluent in English. Dutch and/or French is a plus