Customer Success Manager

Company Descriptionidloom is a leading event registration platform for corporates, associations, education, and agencies. It streamlines workflows — custom forms, payments, automated emails, integrations, and attendee management — and scales to support large-scale event programs for organizations of any size.Role DescriptionCustomer Success Representatives are the first line of support for all client requests at idloom. They are responsible for establishing and building customer relationships to promote customer retention and loyalty. You will ensure customers are satisfied with idloom products and services, provide customer service support and work to resolve any customer issues. This role acts as the primary point of contact for the company’s customers and connects customers with specific teams to address specific requests.As a Customer Success Representative, you will work with customers directly to manage client relationships, opportunities or issues. Location near Brussels in the Waterloo Office Park.Duties & responsibilitiesAs the first line of support for any client requests, you will give trainings on the use of the platform, answer client calls, emails, and chats. By establishing yourself as an expert in any after-sales issues, you will be able to build and maintain customer relationships and improve the customer experience.Support clients in any training and support requests (calls, emails, chat)Research issues and provide high-level product and customer supportEstablish and maintain customer relationships with key customersIdentify opportunities for add-on salesParticipate in strategic account management planningEstablish and improve customer success policies and processesIdentify areas for improving the customer experience and internal processesCollaborate with product development teamsExecute client training and special projects, as requiredClearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholdersManage project timelines, milestones, deliveries.Required SkillsImpeccable customer service and communication skillsKnowledge of best practices in customer service and retentionProficient with applicable software applicationsStrong written and verbal communication“Go-getter” attitude, "Getting things done" spiritOrganised and stress resistantPositive, enthusiastic, and cooperative behavior in order to facilitate a good relationship inside and outside the departmentTeam player, taking care of relationships within the team and within the company regardless of the levelEmpathic, good listenerHolistic perspective / 360° vision of the job and the company modelAutonomous, willing to learnReliable, high sense of confidentialityTrustworthy and transparentComfortable in international environmentsQualificationsProven ability in Customer Satisfaction and Customer Retention strategiesStrong proficiency in Analytical Skills to evaluate data and resolve issues effectivelyExceptional skills in Relationship Building and maintaining engagement with clientsEffective Customer Service experience, with a customer-first approachAbility to communicate effectively and manage multiple client accountsTechnical aptitude and familiarity with Customer Relationship Management (CRM) software is a plusPrior experience in SaaS or technology-based environments is advantageousFluent in English (written and oral)The candidate will have at least 2 or 3 years of previous customer service experience (hospitality training is a plus), sales experience, or experience working directly with customersOrganised, able to set priorities and to juggle between multiple projects simultaneouslySharp and details-orientedSolutions-oriented, ready to take responsibility and support teams and clientsExcellent listening and presentation abilities.