Customer Success Lead

Job description

Mentorjam is a Dutch startup, founded in April 2020. We were born out of frustration, and our passion and belief in the Power of Mentoring have helped us create a truly unique solution for organizations who want to deliver change through Mentoring.

The team at Mentorjam believes that every person needs a mentor. Sharing knowledge is progress, progress drives change, and change is a motivator.

With our Whitelabel Saas solution, we are able to provide communities, organizations and ecosystems of all sizes a mentoring solution that really adds value. To make a difference in this world we should inwardly reflect on what we can share, teach or learn from others to really deliver change.

We are hiring an experienced Customer Success Lead (internal title Customer Happiness Lead) to own all aspects of our new customer onboarding journey and to help empower our customers to get the very best from their Mentorjam Solution.

What does the Mentorjam Customer Service team do?

The Mentorjam Customer Service team plays a key role in the success of our Clients Mentoring programs. We own onboarding, training, customer support, customer happiness, feedback to the technical team and ultimately Customer Success!

As Customer Happiness Lead and super user of the platform, you will spend most of your time looking at better ways our customers can optimize their solution and improve their user engagement.

Job requirements

How will you spend your days?

  • Providing the best Customer Onboarding experience to all of our new customers.
  • Building and nurturing relationships will be something you really enjoy doing with all our customer stakeholders.
  • Working closely with the COO to review, streamline and implement operational services and post-sales support and customer service.
  • Collect feedback from our clients to provide the tech, operations and sales teams with any product improvement requirements.

A few of the task you’d either own or contribute towards:

  • A large part of the onboarding process at the moment is spent on customer training, this is a process which can be heavily streamlined and will fall within the scope of this role.
  • You will own improvement of the Onboarding processes and creation of, FAQ’s, cheat sheets and training videos for each client.

How you will stand out in a crowd!

  • You believe in the Power of Mentoring and have a few mentoring stories you can share
  • You love working with people and get your energy from helping others do great things
  • You have at least two year’s experience as a customer service lead.
  • You’re highly skilled in communication and have an ability to influence.
  • You want to deliver first-class customer service.