Responsibilities
- Lead and manage the onboarding and setup process for new clients, establishing defined success strategies with clear objectives, key milestones, and adoption benchmarks.
- Serve as the main contact for a designated group of clients, cultivating trusted relationships with both business and technical decision-makers across organizational levels.
- Conduct structured quarterly business reviews using the SPICED methodology, assessing delivered value, measuring impact, highlighting critical upcoming events, and aligning on future actions.
- Track product usage, customer health indicators, and engagement levels; detect potential risks early, create action plans, and collaborate with Support, Professional Services, Product, and Sales teams.
- Convert customer objectives and operational performance data into tangible business outcomes for leaders in operations, finance, and executive roles.
- Discover and validate opportunities for expansion, such as additional modules, locations, or services, in partnership with Sales, always tied to measurable customer benefits.
- Ensure CRM and Customer Success platforms contain accurate, well-organized account information, including SPICED components, health scores, forecasts, and risk signals.
- Develop and deliver detailed reports and account summaries covering customer health, adoption status, potential risks, renewal projections, and growth opportunities.
- Collect, organize, and relay product feedback and customer insights to Product and Marketing teams to help shape product development and market strategies.
Work Arrangement
Remote — Belgium
Other
You communicate clearly in German and English and feel confident facilitating workshops and QBRs.
