Antwerpen Customer Success Director view vacancy

at  Apicbase

WHO ARE WE?

APICBASE is a dynamic scale-up in full expansion. Our software is revolutionizing food & beverage management worldwide, with an impressive portfolio of top clients and restaurants. Thanks to our customer-centric approach and our drive for excellence, we have become an essential part of the tech stack in the hospitality sector. To continue our growth and further build on our success story, we are looking for a driven Customer Success Director !
As our Customer Success Director, you will operate both strategically and operationally to elevate the professionalism of our Customer Success team. You will streamline processes, procedures, and reporting within the team, ensuring consistency across the board. You will oversee the three core pillars of our international team: support, onboarding & training, and project management. Additionally, you will play a pivotal role in building strong client relationships, reducing churn, and identifying as well as driving up-sell opportunities.
To excel in this role, you will immerse yourself in the current Customer Success operations at Apicbase and work closely with our major clients to gain hands-on experience.
As a member of the Apicbase management team, your impact will go beyond your immediate function. You will contribute to our long-term strategic objectives and actively participate in company-wide decision-making.

In addition to setting your team’s KPIs and OKRs annually, you will also guide them to ensure these objectives are achieved. You will be responsible for developing a strategic plan that enhances the customer experience. As part of the management team, you will help shape a vision centered around the Ideal Customer Profile within our organization.
You will define and optimize the customer lifecycle and customer journey. Together with your team, you will drive up-sell and cross-sell opportunities. One of your key responsibilities is to minimize churn by closely monitoring customer activities and staying proactive through constant communication with them.

You will build strong relationships with clients and have an insatiable drive to truly understand their needs.

• As a natural people manager, you understand that success revolves around people – both your team and your clients.
• By actively listening to the existing team, you can identify areas where efficiency improvements are needed, aligned with the Apicbase vision.
• Empathetic and skilled in change management, you are capable of implementing changes effectively in the short, medium, and long term.
• Developing a vision, thinking strategically, and translating these ideas into a concrete plan are your key strengths.
• With a strong analytical mindset, you draw clear conclusions and provide actionable recommendations.
• You have a natural interest in innovative products, and technology plays a central role in your approach.
• A minimum of 5 years of experience in a similar role has ingrained team collaboration and customer focus into your professional style.
• Building connections and communicating effectively come naturally to you, with a focus on clarity and impact.
• Your creative and out-of-the-box thinking allows you to find solutions to complex problems with ease.