Customer Success & Care Manager

Location: Souverain 25/Mix (Watermael-Boitsfort), Brussels, Belgium
Start date: As soon as possible 

Could you be our new Customer Success & Care Manager?  

The Customer Success and Care Manager’s main mission is to guarantee customer satisfaction. He/she manages incoming requests, calls and emails, generates opportunities that turn into orders, and identifies and assesses customer needs in order to extend our services. The Customer Success and Care Manager’s objective is to use customer relations as a proactive lever for customer loyalty and business development, to make this relationship a source of satisfaction and a channel for listening and product development.  

About Auxipress 

Auxipress is the leader in media monitoring and data analysis in Belgium. We provide brand intelligence solutions to enable companies to know their media impact, improve their image evolution, or benchmark their image with competitors. Thanks to the right mix between expertise and smart algorithms, we give sens to media and help companies to reach their strategical goals. 

We are a company on a human scale, run by experts who love their job and who like to share their knowledge among colleagues. We work together with the same objective: to make Auxipress evolve in the world of data and ever new technologies. What do our colleagues at Auxipress say? “A complete onboarding” “One big family!” “A super caring environment” “Flexible and responsive” Don’t hesitate to ask them ! 

We learn from our new talents and their new ideas. 

We work… but we also enjoy the off moments together: 3 big events per year, 1 monthly sports event, 1 monthly themed lunch, 1 monthly e-learning lunchs, … 

What you’ll do 

Customer service: reactivity and proactivity   

  • Reactively handle incoming calls and emails.  
  • Identify and assess customer needs: satisfy their requests as quickly as possible.  
  • Maintain proactive communication with active and inactive customers by contacting them regularly to reassess their needs and measure their satisfaction.  
  • Identify upsell opportunities during various interactions with the customer or prospect.   
  • Build lasting relationships with customers through open, interactive communication and by ensuring that a good relationship is maintained    
  • Achieve monthly sales targets for the Customer Experience team   
  • Handle customer requests according to priorities, providing appropriate solutions by ensuring the proper transfer of requests and information to the appropriate departments   
  • Follow department-specific communication procedures and strategies   
  • Sales administration: launch, extension and termination of orders, CRM updates, etc. 

Customer support on our platform     

  • Onboard our customers by providing training on how to use the platform  
  • Take charge of customer training to ensure proper use of the platform  
  • Take charge of the customer throughout the collaboration to ensure use of the tool and customer satisfaction. 

The Customer Success & Care Manager reports to the Head of Customer Experience, who guides the team in its missions. 

What you’ll need

  • A first customer service experience is a plus.    
  • You are customer-oriented and able to handle all kinds of situations.    
  • You have a real team spirit and excellent organisational skills.    
  • You have strong contact management skills (telephone, email) and active listening skills.   
  • You are open to working on new Auxipress projects and services.   
  • You work independently and flexibly.   
  • You are fluent in French and Dutch; English is a plus.   

What you’ll get 

💰 An attractive salary package including smartphone, laptop, group insurance, teleworking expense reimbursement, ecocheques, vacation pay and 13th month, etc. 

🤘50 new colleagues who know each other and enjoy working together.   

👩🏻‍🤝‍🧑🏼 3 major events a year, monthly sports sessions, Lunch&Learn’s, drinks 🍸, etc.   

🏠 An open-space, flexible and stimulating environment. We are located at Souverain 25/Mix, a new workspace with many facilities: fitness club with wellness & pool, restaurant, cafeteria, food market, and easy access….   

🚀 Training courses to boost your career and help you achieve your goals.   

🏖 5 weeks vacation 

Our recruitment process 

📞 30’ call with Gloria ou Cécilia our HR Team to get to know each other 

👜 1 hour Interview avec Luljeta (Head of Customer Experience) and an HR team member to deep dive into your past experience and learn more about your aspirations + to evaluate your skills 

👥 30′ Meeting with the Customer Experience team  

🤝 Final 30′ meeting with Arnaud (CEO) and Gloria (HR Manager) 


Let’s get in touch !