Customer Success & Operations Lead

Zero Friction; Gent; Hybride; EUR 52 000 - 76 000; Plein temps

Avantages offerts par ce poste

Hybrid work setup

Competitive salary and benefits

Résumé du poste

Zero Friction runs on two power sources: our SaaS platform, which suppliers run themselves, and our CSO operations, where we run the processes within the platform for them. If you love owning complexity end-to-end, getting the details exactly right, and being the person others depend on when it matters, this role is for you.

Meet Zero Friction: the sidekick of Europe's energy heroes. We are a fast-growing SaaS scale-up helping suppliers automate invoicing, cost allocation and customer

Qualifications

• Solid experience in an operations, internal support or customer-service environment, with a track record of owning complex processes end-to-end.
• Hands-on experience leading onboardings and migrations, with a sharp eye for accuracy.
• Comfortable with operational tooling and data: platform configuration, cost allocation, data mapping, billing and reporting.
• A confident client-facing communicator who can be the single point of contact on major projects and can provide training or presentations to the customer both remote and on-site.
• Very structured and strong operational experience in running and improving operational processes.
• Fluent in Dutch and English.

Responsabilités

• Manage your own portfolio of energy suppliers' operations on their behalf: running their billing, fixing data issues, and keeping them in the loop on the progress
• Take full ownership of onboarding and migrating new clients: gathering their data, validating it, and setting everything up in our platform and Zendesk
• Handle the expert-level work, like cost allocation, making sure clients get what we promised, when we promised it, and turning that into clear monthly reports
• Be the trusted point of contact for major client projects: the person clients call, and the person who keeps everyone internally aligned
• Grow to be the go-to person on the team for process and platform knowledge
• Make sure communication flows both ways with Product, Customer Success and Engineering: what clients need reaches the right people internally, and what changes internally gets communicated clearly to clients
• Help keep our playbooks and guides up to date, and spot where our processes could run better

Connaissances

Operations management

Onboarding & migrations

Client-facing communication

Data, billing & reporting

Dutch & English fluency

Process improvement

Excel

Outils

Zendesk

Description du poste

Zero Friction runs on two power sources: our SaaS platform, which suppliers run themselves, and our CSO operations, where we run the processes within the platform for them. If you love owning complexity end-to-end, getting the details exactly right, and being the person others depend on when it matters, this role is for you.

Meet Zero Friction: the sidekick of Europe's energy heroes. We are a fast-growing SaaS scale-up helping suppliers automate invoicing, cost allocation and customer