Customer Success Agent

We are looking for a Customer Success Agent who can provide ongoing support to our clients and network with them.

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About the job
Responsibilities
Requirements

Job description

We are looking for a Customer Success Agent who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase your business’ revenue potentials and minimize churn rates.

A Customer Success Agent's responsibilities include supporting customers as they transition from sales prospects, building close relationships. The Customer Success Agent helps our customer with their initial onboarding, both remotely and on-site.

Our ideal candidate is a genuine caretaker. Someone who is passionate about helping out and can act as a focal point for customers and translate their needs and problems effectively within the organisation. Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

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Responsibilities

  • Establish clear client retention goals
  • Process milestones for the clients and employees to work toward
  • Assist customers with setting up and navigating programs or software
  • Promote the value of the product
  • Upsell services and products with the brand image
  • Promote value through customer experience
  • Assist in creating training courses and educational materials
  • Review customer complaints and concerns and seek to improve the customer experience
  • Execute business process analysis of security processes with customers
  • Perform the onboarding of new customers
  • Triage incoming request and spot trends in customer issues to flag for the rest of the team
  • Contribute to the ongoing learning and success of your team by contributing to the creation of documentation
  • Develop training material & structure for our customers and users
  • Testing of new software/hardware versions and document feedback

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    Requirements

  • Proven work experience as a Customer Success Agent or similar role
  • At least 3 year experience in working in complex, industrial environments (maritime, aviation, automotive, etc.)
  • Fluent in English and Dutch, other languages are a plus
  • Experience in working in an ISO27001/27701 environment is a plus
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Technical skills required, as they relate to the use of the product or service
  • Accountability and personal organization are essential
  • Experience in managing a diverse group and training each according to company standards
  • Bachelor’s degree in IT, Engineering, or Communications
  • At least 3 year experience in working in complex, industrial environments (maritime, aviation, automotive, etc.)

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