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. To keep offering the best customer experience and maintain an excellent NPS, we’re looking for a strategic and problem-solving Client Success Manager for SMB.

What will you do?

The Solution Adoption manager delivers value-added services to assigned customers. These could be one-time services like pre-sales support, solution architect, onboarding and implementation, or ongoing services like training and project management to drive and influence adoption, retention, and net new revenue by:

• Delivering convincing product demos personalized to the audience in line with overall CHILI GraFx story and brand messaging.
• Well-planned and effective workshops, POC’s and support evaluations
• ensuring smooth and successful Implementation and Onboarding.
• providing solutions to common prospects requests.
• Supporting accounts growth initiatives on as needed basis

The Solution Adoption Manager is essentially responsible to set up new clients and no-usage clients for immediate success by facilitating the implementation process with/without a partner. You will educate prospects, new customers/inactive customers, help solve technical problems, and ensure smooth adoption of our products and services.

As a Solution Adoption manager, you will make sure the client/partner has the first moment of success with our platform, basically taking them from the POC/signup to the 'first success'.

You will work alongside the customers/partners project to ensure best practices are adhered to, to identify any technical blockers in the feasibility of the project and help alleviate difficulties early on in the projects’ lifecycle from a CHILI publisher perspective.

You will be the contact point for the customer as they are learning CHILI GraFx and implementing it in the initial stages of their project.

Solution Adoption Manager needs to deliver continuous good support to clients, partners, internal stakeholders such as Sales, CSMs and Partner Success Managers to validate the ROI story.

The general questions to answer early in the customer journey are:

1. Is CHILI GraFx a good fit for the project; do we even meet the technical requirements needed for what is to be achieved, and then
2. How do we get there, and what is the best approach to soon prove ROI

Responsibilities and key activities:

• Whether wearing pre-sales, the solution specialist, the trainer, or the onboarding specialist hat, you need to make sure the customers are clear with the product and features at every phase if required.
• Be involved with the late sales stages or early pre-sales stages
• Successfully transfer your customer relationships to a Client/Partner Succes Manager after onboarding and implementation
• Facilitate communication between client's project lead, and stakeholders within CHILI publish
• Make sure the customers/partners are clear with the product and features at every phase
• Along with assisting in customers understanding of product, set customers & partners expectations of product capabilities right
• Understand the goals & objectives of new/no-usage/returning customers and translate those needs appropriately through the implementation and onboarding process
• Work closely with clients and their tech teams to fully integrate CHILI GraFx into their marketing/Enterprise tech stack
• Provide progressive guidance throughout the implementation and launch process
• Track and hit key implementation milestones
• Ensure client and partners achieve their goals: o Educate them
• Minimize roadblocks
• Improve adoption of services or products
• Own and manage customer relationships from the point of (pre)sale through successful implementation.
• Help the customer define their needs and manage their timeline toward seeing value.
• Work with sales, Client/Partners SM, product, and support teams to ensure that each piece of the journey meets customer expectations.
• Collaborate with product evangelists to produce evergreen content and resources for clients/partners to use for education and to drive rapid product adoption.
• Educate on any nuance of the product internally and externally.
• Quickly pick up and disseminate any updates to the product, both to clients and to internal teams as needed.
• Create repeatable processes, resources, and frameworks to use when onboarding and implementing with customers.
• Deliver custom trainings to Tier-1 clients
• Provide support to the Sales Team to meet agreed account growth objectives

Competences:

• Excellent verbal and written communication in English
• French and German is a plus
• Experience working in creative production agency.
• 4+ years of experience/ knowledge of design workflow and creative automation software
• Experience and passion for Graphics Arts or Web development
• Strong organizational skills — you'll be working with many customers, and you'll need to have expertise in place to keep all their needs organized.
• A deep understanding of market needs and current use cases of businesses using CHILI GraFx.
• Experience in marketing, commerce, e-commerce SaaS environments
• Previous experience in Digital Asset Management, Product Information Management or MarTech is a plus
• Nice-to-haves:
  • Experience project managing in a professional context.
  • Teaching or educational experience.

Additional Skills:

• Ability to work autonomously within an international team
• Ability to work in a high energy and rapidly evolving B2B software scale-up environment
• Highly self-motivated and driven — you don't need someone hovering over your shoulder telling you what to do all day
• The ability to shift priorities quickly when necessary
• Analytical skills and attention to detail
• Critical thinking and proven complex problem-solving skills required
• Customer first mentality; ability to empathize and build customer loyalty
• Must be comfortable in presentation type atmosphere
• Strategically minded — you'll be helping clients come up with their overall strategy with our product!

The core values of the company will translate in our expectations

• Ownership – You take ownership and responsibility of what you do.
• Teamspirit – There is no I in "team". If you scratch my back, I'll scratch yours.
• Flexibility – A customer in need is like a damsel in distress. We, the knights, will jump to resolve the issue. This can happen anywhere, anytime. But, flexibility works both ways. We recognize and value flexibility.

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.