Team Lead: Customer Success

Mission

By leading the Flanders and Netherlands Customer Success & Operations team, ensure we deploy 95% of our customers on target and lead to 120% NRR by having the right team and capacity, ensuring cohesion of product, and product roadmap as Dashdoc expands in Benelux.

Goals

1. Customer Success & Retention: MRR Pillar

• Strategic Deployment: Own the end-to-end onboarding for new accounts in Flanders and the Netherlands, ensuring "Time-to-Value" is minimized and customer deployment is on target.
• Portfolio Health: Proactively manage the regional customer base with the team to hit Monthly Recurring Revenue (MRR) deployment targets and minimize churn.
• Voice of the Customer: Act as the primary regional advocate, gathering feedback to influence the global product roadmap.

2. Commercial Enablement: Sales Support Pillar

• Pre-Sales Excellence: Partner with the Sales team to provide technical/operational expertise during the prospect phase, ensuring a seamless transition from "Lead" to "Customer."
• Post-Sales Continuity: Bridge the gap between the initial sale and long-term account growth, ensuring all promises made during the sales cycle are operationally delivered.
• Operational Agility: Create and refine regional pre-sales assets, localized case studies, and documentation to accelerate the closing and onboarding processes.

3. Product Improvements: Product Pillar

• Product blockers identification: Partner with the Tech and Product team to prioritize required features for the market
• Product point of contact: Strategic point of contact with the team with Sébastien
• Product operations: Help team on product feature developments and roll-out by being referent on topics
• Product compliance: Make sure Dashdoc products are compliant with the local regulations in Flanders and Netherlands. (With help of Sébastien on Wallonia for this topic)

4. Localized Growth & Brand: Marketing Pillar

• Regional Campaign Execution: Adapt global marketing initiatives into culturally relevant actions for the Dutch and Flemish markets when needed.
• Content Localization: Collaborate with Global Marketing, product, and HQ CS team to deliver or refine contents (Helpdesk, webinars, Dashdoc Academy) to support the local business landscape.
• Event Management: Support the presence at regional Conferences, roundtables, and networking events to drive brand awareness and lead generation.

Benefits of the mission

• On-site visits at clients offices
• Various topics and stakeholders. You will discover multiple sectors and manage complex projects. You are part of pre-sales process.
• Impactful job for Dashdoc and our clients’ success
• Growth and autonomy. You join a strong team inside a fast-growing company
• Aligned with the company values : Care, Ambition, Passion, Speed

Qualifications

• Driving licence and flexibility to go on-site : availability for weekly travels on clients’ and prospects’ sites. Driving licence is mandatory
• Transport or industry knowledge : you have a good knowledge of this business thanks to a first experience in a transport, logistics or industrial company.
• Experience in complex project management : you are at least 5 year-experienced with key accounts companies, as consultant or project manager. You are autonomous on project methodology and proactive on identifying and solving problems.
• Language : you are fluent in Dutch (native speaker) and English, French and other languages are bonus.
• Product and tech-oriented : attraction for complex saas products, ability to connect business need with product solution, ability to give trainings.
• Customer orientation and communication skills : sense of service and ability to understand the clients’ needs to propose efficient solutions. Interpersonal skills, ability to convince and influence stakeholders, prepare and present written presentations
• Organisation and analytics : excellent ability to analyse data and define KPIs, prioritizing between several projects, follow closely an action plan, proactivity

Hiring process

• Quick intro call (20 min) to get to know you and your career goals.
• Deep dive (1 hr): Chat about your experience and expertise
• Study case (1.5 hrs): Show your problem-solving skills.
• Reference calling : Discussion with managers from your previous experiences.
• Final chat with our CEO: Let’s make sure with Benoit (our CEO) it’s the perfect fit

The whole process should not take longer than 2-3 weeks. At least one of these steps will take place at the office