Customer Success Team Lead

Job description

Mentorjam's digital software solutions offer a unique approach to Community engagement and knowledge sharing between members - be that through Mentoring, Coaching or Online learning . Originally started as a data-driven platform for managing scalable and measurable mentoring programs, Mentorjam has evolved into a solution that supports complex ecosystems of learning. We work across many different industries from Financial services to Government.

With our Whitelabel Saas solution, we are able to provide networks, communities, organizations and ecosystems of all sizes a digital home that really adds value to their members. The team at Mentorjam believe that 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 a Client Success Team Leader to join our team in Amsterdam in their mission to support our clients in being more successful from onboarding to community engagement, empowering them to get the very best from their Mentorjam Solution.

What does the Mentorjam Client Success Team (CST) do?

The Mentorjam CST plays a key role in the success of our Clients programs. We provide onboarding, training, client support, client happiness and feedback to the technical teams.  As Client Success Team Lead and Super User of the platform, you will spend most of your time working with our clients to discover better ways for them to optimize their solutions and improve their user engagement for their communities. You will also be managing the Client Success Team, helping them reach their KPIs and keep them motivated.

Job requirements

How will you spend your days?

  • Build, develop, and lead a proactive and motivated team responsible for performing onboarding

  • Providing the best Client Onboarding experience to all of our new clients.

  • Building and nurturing relationships will be something you really enjoy doing with all our client stakeholders.

  • Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionalities

  • Working closely with the COO and CPO and colleagues to review, streamline and implement operational services, post-sales support, and customer service.

  • Collect feedback from our clients in order to provide the tech, operations and sales teams with any product improvement requirements or new business opportunities.

  • Demonstrate and apply strong knowledge of the Mentorjam platform by being the go-to person for your team day to day and in case of escalations

  • Schedule, prepare and lead the required 1:1 coaching sessions, as well as team learning sessions

  • Encourage participation, proactiveness and collaboration across the team

  • Establish relationships and engage with other managers and key stakeholders throughout the company to ensure excellent information flow and feedback on development and impacts of process, policy and product changes and drive process improvement opportunities

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

  • A large part of the onboarding process at the moment is spent on client onboarding and training, this is a process that is currently being streamlined and will fall within the scope of this role.

  • Be accountable for department KPIs and drive performance by reviewing, communicating and coaching the team, ensuring high levels of quality and right behaviour

  • You will own improvement of the onboarding processes and creation of FAQ's, Cheat Sheets and Training Videos for each client.

  • As a Start-up, it’s both exciting and essential that you love jumping into all areas of the business to help out your colleagues when needed. We work together, We grow together!

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 years’ experience as a Client Success Specialist and have led a small team in the past.

  • You’re highly skilled in communication and have an ability to negotiate and influence.

  • You want to deliver first-class customer service.

  • An understanding and experience of ITIL / HubSpot / Google Platform / / Loom / Slack, would be advantageous.