We are seeking a Customer Success Representative to join our team and play a pivotal role in ensuring the satisfaction and retention of our valued customers. In this role, you will serve as the primary point of contact for clients, providing exceptional support, guidance, and assistance throughout their journey with our digital health startup. 

If you are passionate about delivering outstanding customer experiences and thrive in a fast-paced, collaborative environment, we want to hear from you.

Responsibilities

1. Customer Engagement:
• Serve as the main point of contact for customers, building strong relationships and understanding their needs, challenges, and goals.
• Proactively engage with customers to ensure they are maximizing the value of our products and services, offering guidance, training, and best practices.
• Conduct regular check-ins with customers to gather feedback, address concerns, and identify opportunities for improvement.
2. Onboarding and Training:
• Facilitate the onboarding process for new customers, guiding them through product setup, configuration, and integration to ensure a seamless transition.
• Provide comprehensive training sessions for users to familiarize them with the features and functionalities of our platform, empowering them to leverage its full potential.
• Develop and maintain training materials, tutorials, and knowledge base articles to support customer education and self-service capabilities.
3. Customer Support:
• Respond promptly to customer inquiries and requests for assistance, providing timely resolutions and ensuring a positive customer experience.
• Collaborate with cross-functional teams, including technical support, product development, and sales, to address customer issues and escalations effectively.
• Document customer interactions, issues, and resolutions in CRM systems to maintain accurate records and track customer satisfaction metrics.
4. Retention and Growth:
• Monitor customer usage patterns and adoption metrics to identify opportunities for upselling, cross-selling, and renewal of subscriptions.
• Proactively identify at-risk customers and develop strategies to mitigate churn, including targeted interventions and relationship-building efforts.
• Collaborate with sales and marketing teams to develop customer success initiatives, such as customer advocacy programs and referral campaigns.
5. Continuous Improvement:
• Gather and analyze customer feedback, product usage data, and industry trends to inform product development roadmap and enhancement opportunities.
• Advocate for customer needs and requirements internally, serving as a voice of the customer to drive product improvements and feature prioritization.
• Participate in regular team meetings, training sessions, and professional development activities to stay informed about product updates and industry best practices.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communication, or a related field.
• Excellent communication skills, both written and verbal (Dutch and English required, French is a plus).
• 1-3 years of experience in customer success, account management, or customer service roles, preferably in the SaaS or healthcare technology industry.
• Excellent interpersonal skills, with the ability to build rapport and trust with customers at all levels.
• Strong problem-solving abilities and a customer-centric mindset, with a passion for delivering exceptional customer experiences.
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and customer support tools (e.g., Zendesk, Intercom) is preferred.
• Demonstrated ability to work independently, prioritize tasks, and manage time effectively in a dynamic environment.