Customer Succes Manager
Do you thrive on Customer Success and do you get excited about ensuring that our customers use our SaaS solution to the fullest? And would you like to do this at a rapidly growing scale-up without bureaucracy and all sorts of rules and procedures, but with freedom & responsibility?
Do you agree that Customer Success is more about proactively perfecting and automating processes, setting up clear instructions and manuals, analysing and interpreting customer data rather than reactively solving customers’ problems by phone and email? If so, please take note that we are expanding the team with a Customer Success Manager.
Who is NetworkTables?
NetworkTables.com is a software tool for event organizers to help their event attendees meet relevant people at their events. Our mission is to make it as easy as possible for event attendees to meet relevant people at events. We are the first event networking tool that seamlessly integrates with event ticketing tools so that event attendees directly use NetworkTables without creating another profile, downloading an event app or filling in another annoying long questionnaire.
We are an internationally oriented scale-up, operating in 39 countries and counting. We work with clients like Reed, BMW, Universities, Governments and mid-size enterprises. We are also very proud to be an award-winning company, being named the ‘most innovative event technology company’ the past three years in a row! In light of recent affairs, we’ve been nominated for the Top 50 Virtual Meetings & Events Innovators prize.
What will you be doing?
We believe in creating a scalable organisation using automated customer success and -support strategies. Those are already in place and now we’re ready for the next step: optimising and automating these strategies for scalability purposes. Please note that this is absolutely not a Support role where you just answer customer questions and solve their problems. We think ahead with and advise our customers proactively to ensure they successfully use our product to the fullest.
As a Customer Success Manager in essence you are responsible for ensuring successful customer product adoption. One might think this only entails onboarding new customers, building and maintaining customer relationships and solving escalated cases you receive from the Support Team. Though this is an important part of your job, we are looking for someone who looks beyond solely these tasks and responsibilities. We’d like our Customer Success Manager to focus on improving our customer journey through process automation, outsourcing of activities, setting up clear instructions and manuals and analysing customer data and determining the appropriate strategies accordingly. Though you enjoy talking to customers over the phone, you realise the job is well done if you speak to customers as less as possible.
We would like you to have both commercial and analytical skills and 1 - 3 years experience in Customer Success, preferably in a SaaS environment. If you combine this with a positive mindset, excellent communicative skills and are all about structuring tasks and responsibilities, you’re probably a perfect match. You take ownership over our customer journey and derive energy from perfecting our Customer Succes strategy and -process. For this Customer Succes Manager we have an exciting growth path. The idea is that you’ll grow to one of the pillars of our organisation within 1 - 2 years, becoming Customer Success & Intelligence Director. This means you’re managing our CSMs, outsourcing parties and Support Team. Determining their weekly and daily priorities, ensuring the successful company-wide adoption of Customer Success.
As a CSM you work closely with our Sales Manager to ensure that our customers use our SaaS solution to the fullest. For the Sales Manager to realise up- and cross selling, it is pivotal that you as a CSM are able to describe the current situation at the customer in detail. You have the data available to interpret the problems and needs of the customers, defining the opportunities for our Sales Manager. Also, we would love it if you have a ‘committed’ mindset and proactive mentality. Meaning you liaise with the Sales Manager, Product Team and our Founder in order to continuously improve our solution. This could entail adding new features, finetuning the customer success or sales strategy, outsourcing activities for efficiency purposes or setting up new internal processes. As we are a small team, we are all working closely together: CSM, BDM, Sales Manager, Product Team and Founder. We are all in it together to ensure NetworkTables stays the number one solution for conferences, trade shows and networking events!
Oh, and did we already mention visiting events all over Europe? When it’s possible again, we’ll definitely visit these events. After all, events obviously are a great place for Sales Development for our solution. Therefore, you’ll be joining our Founder and Sales Manager for trips all over Europe.
What’s in it for you?
- Working with smart, fun and sometimes a bit crazy colleagues
- 1-2 years: Customer Success & Intelligence Director
- Salary negotiable, depending on experience and skills
- Bureaucracy, please no. Freedom & Responsibility, yes
- Stock options after the first year
- Visiting events / trips
- Friday drinks at WeWork shared office centre together with +-300 young entrepreneurial fun people
We would like to see you have:
- 1 to 3 years of experience with Customer Success, preferably within a SaaS environment.
- BSc degree or thinking level
- Fluent in English, fluency in Dutch is a big plus
- You thrive on customer success, love automation and flawless processes and derive your energy from a satisfied customer
- Positive mindset, excellent communicative skills and easy going