Customer Retention Expert

  • Customer Success
  • Amsterdam, Netherlands

Customer Retention Expert

Job description

Who are we and why should you care?

Teamleader is a SaaS scale-up founded in 2012 in Ghent, Belgium. We offer all-in-one cloud software for CRM, project management and invoicing. Our goal? Helping European SMEs simplify work. We’re growing at rocket speed, and are enjoying every bit of this rollercoaster ride.

Over the years, we’ve won numerous awards that prove our dedication towards our cause. We’ve gained a foothold in the Netherlands, Germany, France, Spain and Italy. Yet our ambition stretches far and beyond, as we want to become Europe’s #1 in our industry. Today, our team consists of 180+ people and is still growing strong.

To keep fueling our growth, we are now looking for a Customer Retention Expert to join our team in Amsterdam.


Who you are

You love interacting with entrepreneurs: you are an outstanding listener but above all, you are convincing and inspiring to them. You have a high confidence level when talking to our customers. You have consulting skills and you are creative and driven in finding the perfect solution for our customers.  


What you do

As a retention manager, you start following-up on customers once their onboarding is done and they are ready to use Teamleader for the long ride. Your main goal is to maintain a healthy portfolio of customers and to help them to use the full potential of their Teamleader license. 

  • You give  training sessions about the use of Teamleader. 

    • Typical retention sessions are about listening to how the customer is currently using Teamleader and helping them improve their method. 

    • Some customers have been using Teamleader for a longer time but never really got up & running, this is where you come in to “re-onboard” them.

  • You identify account growth opportunities and guide your customers towards the optimal package.

  • You pick up where your colleagues from support leave off to offer in-depth help to your customers.

  • You manage escalations of at risk accounts. 

  • You will manage a portfolio of Dutch customers.

Requirements

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

  • Are willing to work from Amsterdam and come to Ghent from time to time.

  • Are motivated to  increase customer lifetime value and customer satisfaction by applying a customer-first mindset. 

  • Have outstanding problem-solving skills and are able to think on your feet to provide solutions to customer issues.

  • Are driven by helping customers get the most out of Teamleader. In fact, customer satisfaction means the world to you.

  • Can build excellent product knowledge and do what it takes to keep this up-to-date.

  • Have the ability to multitask and work effectively in a high-pressure environment.

  • Are patient, empathetic and able to keep your calm, even when things get busy.

  • Embrace change and always keep a positive attitude.