CHILI publish is a fast-growing SaaS company with the most advanced and flexible online editor to automate repetitive tasks for graphic designers, reducing bottlenecks in the production phase for brands, agencies and printers. CHILI publisher is the preferred creative automation tool for over 230 companies globally including Mars, Philips, HH Global, Oliver Marketing,… and can easily integrate with all their existing marketing automation, eCommerce, CRM, Workflows, DAM or PIM solutions.
Every year we onboard about 60 new customers to our platform. Our Client Succes team's goal is to offer to the best customer experience and maintain an excellent NPS. To lead this team with the daily operations we’re looking for a strategic and problem-solving Client Success Operations Manager.
What will you do?
A Director Client Success Operations allows Client Success Managers and the Client success Leadership to focus on their tasks at hand, for increased productivity.
Director Client Success Operations - is responsible for conducting all the tasks that are assigned to implement customer success strategies. These tasks range from tracking the customer usage to come up with actionable insights to measuring and reporting the KPIs.
Director Client Success Operations is responsible for executing customer success strategies to help CSM run efficiently, forecast upsells, churn to reach set quotas.
In a nutshell, this role will lead the development and maintenance of CS KPI dashboards, including the maintenance of a customer health score to inform CSMs' decision making. Ensure Client Success is capturing the right data. Install a data-driven rigour to enable quick decision-making.
What do we want you to take on?
Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:
Implement, maintain and manage software(s) that simplifies CSM operations activities.
Do you fit the profile?
The core values of the company will translate in our expectations
Why join us?
CHILI publish is a customer-focused international scale-up, which means want to create the best experience for our customers, but also for the team who take care of our customer support.
Therefore our CS team developed their own Customer Success workflows with Operational Excellence in mind and integrated modern CS tools like Planhat, Salesforce, and Zendesk.
You should join our team if you want to take ownership, offer support as a team, and give and receive flexibility. Because these are the three core values we live, work and play by.
Besides an interesting salary package and a personal learning budget, we do offer extra benefits according to your needs. When you apply, we’ll guide you through all the possibilities.
Our headquarter is based in Aalst, Belgium, but we have tons of experience and colleagues from all over the world so working remotely is no issue.