Customer Success Manager (H/F)

Looking for a job that makes you Smile? Join Smile as a Customer Success Manager in our BENELUX team.

Let’s start with a short introduction: Smile is the European leader in Open Source Solutions (think of Drupal, Magento, Symfony, ORO Commerce, Akeneo…), With 1.800 employees located over Europe, we are assisting customers (think of Azelis, Dunlop, Xenos, Walibi…), in their digital journey, from designing UX/UI to implementing and operating their digital platforms. As we grow we keep targeting mid to large-size companies in B2B and B2C industries in the BENELUX.

Read more here: https://www.smile.eu/en

Missions

You will be in charge of customers located in Luxembourg, Belgium, Germany, and sometimes in other countries.

You are accountable for offering a high quality of service to your client(s), team satisfaction, and adequate margin level: meaningful and performant digital platform, stakeholder management, team planning, and team performance. You will work with competent smiley colleagues (UX/UI, developers, consultants, tech experts, sales…) in order to achieve your mission.

On a daily basis, you:

• Understand and manage the client’s expectations (quantitative and qualitative)
• Developing strong client relationships
• Monitoring customer health and satisfaction
• Ensuring value and ROI are recognized.
• Setup and coach AGILE teams
• Be the Scrum Master for some teams
• Coach a scrum master / Product Owner
• Assess the performance of each team member in France, Ukraine, Eastern Europe, and more
• Manage your team: organize and steer the team to provide advice, to deliver the expected solutions with a high quality of service standard
• Establish resource planning
• Capture requirements of clients in terms of skill sets & planning
• Source talent internally
• Work with a recruiter for external sourcing
• Report progress to clients and teams
• Establish activity report and invoicing
• Identify further business opportunities
• Participate in pre-sales actions activities
  
  

You

Must:

• Speak French and English fluently
• Have talent in communication (assertiveness, pragmatism, learning by listening, understanding, professional attitude, adapted tone of voice)
• Empathy, service skills, and adaptability allow you to quickly build relationships with clients of very different nationalities and sectors.
• Have +3 years of experience in Customer Success Management or Project Management or AGILE coaching in the digital industry.
• Be perfectly comfortable in an extremely dynamic and changing environment.
• Take ownership and effectively represent the company in client interactions
• Have dealt with e-commerce/digital or marketing influencers or decision-makers
• Have an appetite for Digital products & e-Commerce
• Demonstrate the ability to
• setup AGILE or V cycle projects
• be autonomous and adaptable to changing situations
• overcome a challenge and learn fast
• explain and document technicalities
• Be able to travel in Benelux for short-term missions or meetings
  
  

Plus:

• Scrum master certification
• Are already passionate about Open Source and its values
• Knowledge of one of our key technology: Magento, ORO Commerce, Akeneo PIM, Drupal
• Fluent in French or German
  
  

Our offer

• Competitive salary with benefits (laptop, phone plan, lunch allowance, health Insurance,...)
• A meaningful job in the Benelux startup branch of Smile Group
• Unique and flexible working conditions
• A good degree of autonomy and responsibility
• An open and informal working atmosphere
• An international team of friendly colleagues
• Opportunity to learn from challenging environment