Customer Success Consultant
Nallian NV, Belgium
Job Description
Nallian Operate as One
Digital is the new norm. The next wave of optimizations is on coordinating the processes across companies instead of just within companies. Data sharing on platforms that are collaborative by design will accelerate the growing impact of ecosystems. Our approach and technology empower companies to operate in virtually integrated networks. This drives efficiency and provides visibility, creating value for themselves and the ecosystem as well as their wider environment. Starting in air cargo, our goal is to connect the entire logistic industry.
As a Customer Success Consultant, you help our customers (leading airports and cargo actors around the globe) be successful with our solutions by guiding, assisting and supporting them throughout their entire journey. Your understanding of our solutions and how they are being used allows you to answer functional and technical questions from a non-technical audience and assist them with training, documentation and in-depth product support. You proactively track how customers are using the solutions, keep in touch with key customer contacts and inform the Nallian Account Manager on a regular basis.
You will:
- Maximize customer satisfaction and enable cross-selling by sharing experiences and connecting people across organizations and communities.
- Build a close relationship with our customer by keeping in touch with them on a regular basis and follow their specific evolutions. During the implementation phase you will be involved by the project manager to build this relationship.
- Answer specific customer questions and collect input for FAQ and first level support.
- Follow-up and report the usage and progress of our customer and analyze customer data to improve customer experience.
- Be responsible to follow-up custom technical integrations with the customer and provide input to our analysts.
- Assure that the customer follows the latest product versions and provide them with technical information on new releases and plan upgrades and updates together with the customer.
- Support our customers with change management expertise, follow-up on upscaling the product usage and provide or organize training sessions.
- Liaise with the account manager to provide input on up-sales possibilities and identify opportunities to extend use of the customer to other products. Provide input to the account manager on evolutions in usage, new opportunities, and exceptions.
- Be a bridge to the Product Team and provide them with the point of view of existing customers. Provide input to the product team for new features on the roadmap by having operational knowledge of our customer’s situation.
Requirements
You have a real commercial and entrepreneurial spirit and you are able to work in a growing and evolving environment. You are available to your clients while demonstrating empathy and active listening skills, and you can manage their expectations correctly in line with the features of the product. This is your secret to achieve exceptional follow-up and impress our clients. These qualities are of course in addition to your technical skills.
- You think "customer first".
- You are a strong communicator, capable of understanding customer needs and proposing solutions. You can bridge between technical teams and the customer.
- You love B2B applications, and you have an analytical mindset. You understand technology and easily find your way in new applications.
- You are pragmatic, eager to learn and service oriented.
- You can work independent, and you have a proactive mindset.
- You have a good knowledge of excel and data analysis skills.
- You have an eye for detail, and you deliver high quality work.
- You can work with deadlines, and you only make promises you can keep.
- You have a technical background or experience dealing with technical solutions. An operational background and experience with logistics processes and/or air cargo is a plus.
- You have a bachelor’s degree or equivalent in education and experience.
- You are fluent in English; any other language is a plus.
- Last but not least, you are driven by the values of Nallian; Passion, Customer focus, Ownership, Genuity and Team Spirit.
Benefits
At Nallian, as a lot of companies, we offer a permanent position, working on state-of-the-art software in a growing international company with an attractive salary and other benefits.
But what sets us really apart from other companies, at Nallian:
- You will find a challenging job and a team-focused environment that thrives on innovation and grows your skills and career.
- You’ll help buil