Job Customer Success Specialist @ DocProcess

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results.

Your duties will include a broad range of tasks such as maintaining ongoing customer relationships, contributing to sales and relationship expansion, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

You will also understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. You’ll be involved in all aspects of support, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.

The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

What you will do

• Manage the onboarding process from first sales call/email, to implementation and to after sales
• Manage a team of 6 - 10 people
• Define a Customer Success strategy according to customer tiers (company revenue) high touch, mid-touch, low-touch
• Improve customer service experience, create engaged customers and facilitate organic growth
• Responsible for ARR increase on installed base
• Develop service procedures, policies and standards
• Analyze statistics and compile reports for management team
• Analyze customer health metrics and provide insights for improving the relationship according to segmentation
• Represent the voice of the customer to provide input towards Product, Marketing, Sales, Projects and other internal teams
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Evaluate and improve tutorials and other communication infrastructure.

What you should know to get along fine

• 3+ years in a Customer Support, Customer Success, Relationship Management, Account Management, or similar role
• Experience in providing customer service support
• Working knowledge of customer service software, databases and tools
• Ability to think strategically and to lead
• A high level of accuracy and attention to detail is required
• Driven, self-motivated, enthusiastic and with a “can do” attitude
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Analytical skills, with the ability to translate data into insights.
• Proficiency in English, French is a plus
• BS degree in Business Administration or related field

How you should be to get along great

• Confortable a startup environment we move quickly and wear many hats in a dynamic environment
• Willing to learn basic technical skills in XML and to confidently discuss technical terms
• A fast learner and an adaptive thinker

About us

DocProcess offers a next-generation cloud platform that helps companies take control of their processes across their whole ecosystem. Recognizing that successful digital transformation requires seamless and accurate processes within as well as between companies, DocProcess can onboard 100% of suppliers and achieve a 90% conversion rate of suppliers from paper to structured data.

Thanks to the flexibility of the platform, companies can mix solutions to fit their changing business needs and connect all aspects of their business workflows: Purchase-2-Pay, Order-2-Cash, Logistics, Contract Managements, reconciliation processes and more. All cross referenced against record management and archiving. DocProcess thus enables 3, 500 current clients to significantly reduce costs, no matter the ERPS they use, and to gain 360 visibility of their finances in real-time and focus more growing their business.

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