Customer Success Manager

MobieTrain
Marcom
  • Are you passionate about providing clients and partners the best Customer Service?
  • Do you have a background and/or work experience in Key Account Management  or Customer Service?
  • Have you got an entrepreneurial spirit, can-do mentality and a would love to  revolutionising the way that people learn and develop through the power of digital and mobile?

If this sounds like you, we’d love to meet. We’re on a mission to empower employees to take control of their own future with personalised, mobile-first training and development.

Our team holds the same values. Autonomy. Creativity. Vision. And the passion to drive real change within an exciting, fast-paced work environment based in Genk, Belgium.

 

Our clients include BMW, Vans, Nestle and Ahold Albert Heijn, and our vision is to become a world leading provider of workplace micro-learning.

 

About Us

 

MobieTrain is a fast growing, mobile learning company based at the C-Mine in Genk. Creators of a truly disruptive technology that is redefining the way people and organisations learn and communicate. This is an opportunity to join at an early stage and come with us on an amazing journey.

 

The Role

 

MobieTrain is looking for a lively, energetic and experienced Customer Success Manager to help us take our existing and new clients onto the next level in their journey into the new world of learning, with the MobieTrain’s platform as its charger.

 

This role will be the pivotal role in expanding current client usage, account satisfaction and in ensuring that new clients and partners receive the best possible customer experience. You will be the face of MobieTrain into our clients, becoming their MobieTrain partner & being the central communication point between our customers and the multitude of creative teams within MobieTrain including MobieTrain platform product owners, videographers, animators, interactive video experts as well as our customer support and customer service teams.

 

To ensure that their usage of MobieTrain achieves its true potential and that clients accomplish and surpass their MobieTrain usage goals. 

 

You will work alongside all other teams in MobieTrain and call upon the expertise within the organisation to understand client goals and align resources and understanding to the meeting of these. This extremely exciting role will let you work with the product team to scope and provide new MobieTrain functionalities, the implementation team to ensure that MobieTrain works for your clients, the learning services team to educate your clients and provide strategic insight and the customer service team to ensure that client issues are resolved in the most timely and professional manner.

 

 

You will:

 

Advocate 

You will be the client advocate within MobieTrain ensuring that your clients voices are heard and that you can call on the specialist resource within MobieTrain to support your clients and their vision - You will drive your clients success by being their voice within MobieTrain.

 

Educate 

You will work alongside the learning services team to ensure your clients fully understand MobieTrain and the MobieTrain philosophies and can utilise both strategy and functionalities to achieve their goals. You will be able to pin point and support your clients in their MobieTrain training needs to ensure they are able to achieve greatness.

 

Enable

You will work together with clients to set and achieve KPI’s to enable them to show business value to their organisation and provide data to reference and show how MobieTrain is being used. You will enable your clients by sharing best practice and collaborating with other CSM’s to ensure that new insights and best practices are shared across clients for the benefit of all.

 

Evaluate

You will understand and evaluate the data of usage provided by MobieTrain to allow your clients to understand how learners are using their site - what’s driving engagement and how functionality is being used. This Evaluation will allow your clients to enhance what is going well at the same time as combating any arising issues. The insight will also be fed into the product team to ensure ongoing functionality improvements can be made.

 

Evolve

You will work with your clients to grow their usage of MobieTrain across their organisation. You will help clients to identify new areas for using or expanding their usage of MobieTrain functionalities; current or new. You will identify opportunities to use other MobieTrain services such as programme redesign and content offerings.

 

Benefits

We foresee a very competitive compensation package in line with your experience.

The ability to take a firm hand in your career progression

Requirements

You will be a highly organised and collaborative individual with 3+ years of experience working within a Customer Success role or the ability to reference skills from other roles. You will be confident and charismatic with the ability to work with clients to understand their vision for the future of learning and to articulate how MobieTrain can achieve this vision. You will be a great communicator with a track record of delivering client projects which surpass the expectations of your clients.

 

Key Skills

 

  • Exceptional verbal and written communication skills 
  • Highly Organised 
  • Exceptional customer and client experience focus 
  • Project Planning 
  • Ability to lead a team towards solutions 
  • Understanding of Learning and development and the use of Learning technologies in businesses. 
  • Influencing skills 
  • Understanding and ability to apply Data analysis techniques 
  • Online community engagement skills 
  • Commercial awareness and sales skills 
  • Fluent in the Dutch and English language, both in word and in writing. Strong knowledge of the French and German language is a plus. 
  • Background and affection with Retail is a plus. 

 

Responsibilities

 

  • To own the happiness of your account and ensure they become advocates of MobieTrain 
  • To own resolution of all client issues 
  • To become the trusted Face of MobieTrain with your clients 
  • To provide data led insight for your clients 
  • To highlight and fill any knowledge gaps within your clients pertaining to the use of MobieTrain 
  • To lead engagement planning in order to maximise your clients’ usage of MobieTrain
Experience level:
undetermined
Contract type:
Offer:

Benefits

We foresee a very competitive compensation package in line with your experience.

The ability to take a firm hand in your career progression

Location
C-mine 12
3600 Genk
België