About the Job

As a CSM, your primary responsibility will be to foster positive relationships with clients and enhance the quality of our services to ensure unparalleled customer satisfaction. You will play a crucial role in coordinating, communicating, and managing various functions to deliver exceptional customer experiences.

Responsibilities

• Drive customer success across the post-sales journey—Handover, Onboarding, Delivering Value, Renewal/Expansion, and Churn—by applying proven CS methodologies to achieve measurable outcomes and ensure customer satisfaction and retention.
• Developing customer relationships: Establish strong relationships with key stakeholders, gaining a deep understanding of their needs and goals through regular check-ins and proactive outreach.
• Upselling and cross-selling: Identify opportunities to upsell or cross-sell additional services to existing customers, working closely with the sales team to close deals.
• Analyzing customer data: Utilize customer data to identify trends and insights that contribute to enhancing the overall customer experience, collaborating with cross-functional teams to drive improvements.
• Staying updated on industry trends: Proactively stay informed about industry trends and best practices, applying this knowledge to enhance the customer experience.
• Owner of the Escalation process: Take ownership of the Escalation process, ensuring high performance levels, accurate reporting, and establishing service improvement activities as needed.
• Managing major incidents: Coordinate the resolution of major incidents, effectively communicating with stakeholders and conducting post-incident reviews for continuous improvement.
• Drive internal and third-party service review meetings: Lead service review meetings to assess performance, identify improvements, evaluate quality, and streamline processes.
• Validate contracts with account managers: Collaborate with account managers to validate contracts, ensuring feasibility and alignment with customer requirements.
• Driven by continuous improvements and entrepreneurship: Demonstrate a proactive mindset towards continuous improvements, seeking innovative ways to enhance customer experience and business outcomes.

About You

• Thorough knowledge of service best practices and profit and loss (P&L) management.
• Technical expertise in IT, particularly in areas such as integration, application innovation or IoT, data platforms & analytics.
• Strong communication skills to effectively connect with customers.
• Proven ability in stakeholder management with a positive "can-do" attitude.
• Customer-centric mindset with a goal-driven and problem-solving approach.
• Ability to work collaboratively as a team player.
• Demonstrated experience in a fast-growing and dynamic environment, managing multiple priorities under high-pressure situations.
• Fluency in English (speaking, writing, and reading) is a must, with knowledge of Dutch and French languages considered a plus.

Our Offer

You will be working in an international environment with a strong innovative culture.

Codit knows that people work best when they are happy in their job. Since 2018 Codit is yearly certified as a Great Place to Work by Vlerick Business School, something to be very proud of!

In addition to your salary, we offer a wide range of benefits:  personal training budget of €4.500/year, company car & fuel card, bike leasing, Meal Vouchers, Ecocheques, a generous net allowance, Hospitalisation + Group + Travel Insurance, mobile phone membership, a collective bonus CAO 90 and 20 legal vacation days + 12 ADV days.

Want to know more? Hit that button below, come in for a coffee and have a chat with us.

• Flexible working hours and hybrid working
• A personal training budget of €4.500/year
• Clear paths for career growth
• A fun atmosphere with optional after-hours activities
• Daily free and fresh soup, fruit and drinks
• Easy accessible offices in Ghent and Antwerp