Customer Success Manager (Dutch speaking)

The Customer Success Manager at FeedbackFruits is responsible for relationship management, value delivery, and increasing tool adoption among partners. This role involves building strong connections with clients, understanding their needs, and offering innovative solutions to enhance their educational strategies. Additionally, you'll lead onboarding processes for new partners and organize workshops that promote the effective use of our educational tools.

To be considered for the Customer Success Manager role at FeedbackFruits, candidates should have a bachelor's degree in education, business, or technology, along with 3-5 years of experience in Customer Success or Account Management. Proficiency in both English and Dutch is required, alongside strong communication skills and a customer-oriented mindset. Familiarity with educational technology trends and pedagogy is preferred.

The Customer Success Manager at FeedbackFruits contributes to education by acting as a bridge between clients and the company, ensuring partnerships are nurtured and our educational tools are effectively implemented. By facilitating workshops and strategic planning, the manager enhances the way educational institutions utilize our software, ultimately leading to improved learning outcomes for students.

FeedbackFruits offers a competitive salary along with a variable commission structure. Employees enjoy 25 vacation days, additional time off for volunteer work and professional development, and the flexibility to work from home. Other benefits include a travel allowance, a company laptop, daily lunch at the office, gym access, and a fully paid pension plan.

Essential skills for the Customer Success Manager role at FeedbackFruits include excellent communication, problem-solving, and interpersonal skills. Candidates should possess a strong customer-oriented mindset, an ability to prioritize tasks, and the capability to manage multiple client relationships effectively. Creativity and adaptability in a scale-up environment are also crucial for success.

In managing relationships as a Customer Success Manager, I would prioritize active listening to fully understand stakeholders' needs and challenges. Regular check-ins and feedback sessions would help maintain open communication. By providing personalized solutions and showcasing the value of our partnership through data-driven results, I can ensure lasting relationships.

My approach to onboarding new partners involves creating a structured onboarding process that includes clear communication of objectives, expectations, and timelines. I'd develop a tailored implementation plan based on the partner's specific goals, and facilitate key training sessions to ensure all stakeholders understand how to maximize our tools effectively.

To minimize customer churn, I focus on proactive engagement and consistent value delivery. By regularly assessing customer satisfaction and addressing any emerging issues promptly, I can foster loyalty. Additionally, I would identify upselling opportunities through in-depth discussions about the customers' evolving needs to secure contract renewals.

I would organize workshops and training sessions that highlight the practical benefits and functionalities of our tools. Tailoring these sessions to address specific challenges faced by departments and leveraging success stories from other institutions would help stimulate interest and enthusiasm amongst users.

In a previous role, I encountered a scenario where a key partner was unhappy with our service. I scheduled a meeting to listen to their concerns thoroughly, developed a strategic plan to address the issues, and worked with the team to implement the necessary changes. The result was a more robust partnership and increased satisfaction.

I utilize CRM tools to track interactions, set reminders for follow-ups, and document progress for each client. Maintaining an organized schedule and prioritizing tasks based on urgency and importance enables me to manage multiple relationships without losing track of individual client needs.

Collaboration is essential for a Customer Success Manager. Working closely with internal teams, such as Product and Marketing, allows for effective communication of client feedback and tailored solutions. This collaborative effort enhances our service delivery and contributes to product development based on actual user experiences.

I measure the success of customer success initiatives using KPIs such as customer satisfaction scores, renewal rates, and upsell metrics. Additionally, gathering qualitative feedback during review conversations helps gauge customer sentiment and spot areas for improvement.

To identify upselling opportunities, I focus on understanding customers' goals and challenges during regular check-ins. By establishing a strong rapport and engaging in in-depth discussions about their needs, I can introduce relevant additional features or services that align with their objectives.

Enhancing the educational value of our tools involves deeply understanding pedagogical methodologies and obtaining feedback from educators on the tool's effectiveness. I would advocate for refining features based on this input and promoting best practices through workshops, ensuring users maximize the tool's potential for improved educational outcomes.