Customer Succes Manager

Company Description

With over 75 years of experience and the most extensive international network, Coface is a leader in trade credit insurance & risk management, and a recognized provider of Factoring, Debt Collection, Single Risk insurance, Bonding, and Information Services. Coface’s experts work to the beat of the global economy, helping ~100,000 clients in 100 countries build successful, growing, and dynamic businesses. With Coface’s insight and advice, these companies can make informed decisions. The Group' solutions strengthen their ability to sell by providing them with reliable information on their commercial partners and protecting them against non-payment risks, both domestically and for export. In 2023, Coface employed ~4,970 people and registered a turnover of €1.868 billion.

Job Description

The Customer Success Manager is responsible for the aftersales process. He/she will help clients implementing our connectivity solutions, starting with Alyx, with our partners. As a Customer Succes Manager you will work closely with the (pre)sales team in addressing any technical or functional questions or concerns that potential customers may have.

The main goal of the Customer Success managers team is to build customer confidence and trust by guiding the client in the implementation and usage of our connectivity solutions. Customer Success managers will engage in activities such as implementation calls with clients and partners, support customer data integration, training presentations, and will also be involved in the evolutions of the product in identifying customer needs. In your role you will collaborate with various internal teams, including sales, product management, and the Alyx Presales Consultants, to ensure that the proposed solution aligns with customer requirements and can be successfully implemented. The ambition of the Customer Succes Managers is to create the best onboarding process and customer support of the market.

Responsibilities

Support client/prospect activities

• Lead implementation meetings to guide the client through the process, spider in the web with partners and clients.

• Training expert: deliver 1 to 1 training, training video’s and/or training webinars.
• Gets a good comprehension of the process environment of a credit manager to help them implement Alyx and optimize (when possible). (will be trained)
• Is available to assist presales on more technical questions (which will be trained), and works as a first contact for client questions on the SaaS solution. Address technical queries from prospects, explaining how our products and services can be seamlessly integrated into their existing systems. (will be trained)
• Works closely with product management of Coface/ Partner to optimize solutions for clients and define next developments required to optimize our Alyx roll out.
• Gathers client feedback/ testimonials to create better market understanding

Technical expertise and integration

• Provide guidance on the good implementation and configuration of our offerings to meet client requirements.
• Understands the basic environment of ERP/ technical dataflows and ideally also recognizes the challenges of a financial environment (Credit Management).
• Is able to communicate with more complex clients who use multiple ERP’s to connect our SaaS with in a customer friendly way. (clients are in the range 50Mio euro plus in general)
• Is capable to read & understand data, and process them to check consistency (XLS skills are required)
• Is capable of learning the basics of our TCI products so can be part of the set up process of Alyx. (will be trained)

 Project management

• Effectively manage the implementation project from start to finish: planning, coordination of the various stakeholders, mobilize resources (when needed), identify roadblocks, assess the quality of the deliverables and provide regular reports
• Continuously improve and refine the process in the country to enhance efficiency and effectiveness.

 Support and knowledge sharing

• Act as a representative for sales activities, communicating with the (pre)sales team to understand their support needs and provide assistance accordingly.
• Share knowledge and best practices across the region to foster collaboration and improve overall sales performance..

Qualifications

• Bachelor’s degree, preferably in Business administration or engineering, with interest in SaaS solutions/ Digitalization & Automation process. 
• Engineering degree or BA degree 
• At least 2-3 years of relevant experience in (IT) Consultancy (ideally within an IT integrator or in the service department of a software publisher company or any relevant experience in implementing SaaS solution with some data integration.)
• Keen to keep learning: Ability to acquire more in depth expertise in the products or solutions being offered. (knowledgeable about the technical aspects, functionalities, and capabilities of the product to effectively address customer inquiries and demonstrate its value).
• Excellent communication skills. Communication with different stakeholders at clients/ internal are key for being successful.
• French and English fluency, additional European language will be a plus. (
• Ability to effectively communicate complex technical information in a clear and concise manner, considering language barriers and cultural sensitivities.
• Project Management Skills: Customer Succes Managers often work on complex implementation projects that involve multiple stakeholders and technical requirements. Strong project management skills are essential to coordinate activities, meet deadlines, and ensure smooth implementation of the proposed solution.
• Keen eye for details and quality. An analytical and synthesizing mind, as well as excellent organizational skills
• Traveling to HQ/ partners can occur on occasional events.
• We are looking for a team player that actively collaborates with team members, sharing knowledge and ideas, and contributing to the collective success of the team.
• Client intimacy & client satisfaction are core values
• High level of English and French is a must
• The ability to read and understand data and transform to right implementation formats in Excel is a part of the job learnings, skills in Excel or data management are a must have.
• Self-starter: as it is the first position in a country, high interest to build the position.
• Knowledge of Trade Credit Insurance or Accounting Software are seen as a plus.

Additional Information

WE OFFER YOU:

• Competitive remuneration
• Opportunity to build your career (both locally and internationally) in a large global company, one of the world leaders in its field
• Possibility to gain expertise in business information services, trade credit insurance, and finance
• Flexibility to work in a hybrid mode, blending remote and on-site work