Customer Success Manager

Bouwflow; Belgique (MO); Hybrid; USD 47,000 - 72,000; Full time

Benefits offered by this job

Company car + fuel card

iPhone + MacBook

Meal vouchers

Eco vouchers

Hospitalisation insurance

Job summary

Bouwflow is seeking a Customer Success Manager to onboard customers, run trainings, and handle second-line support. You will update the knowledge base and create how-to videos to empower customers to use Bouwflow effectively. You will also spot opportunities for expansion and pass them to the team.

You will collaborate with customers from our Ghent office and may work from home. Experience with ERP systems and construction sector knowledge are positives. Dutch is required, French is a plus.

Qualifications

• Experience in a customer-facing role (support, customer success, consultancy or training).
• Clear and calm communication under load.
• Solution thinking; keep digging to understand problems.

Responsibilities

• Onboard new customers and guide them to speedily start using Bouwflow.
• Conduct trainings online or at customer sites to master the product.
• Provide second-line support and troubleshoot complex issues.

Skills

Clear communication

Calm under pressure

Problem solving

Fast learner

ERP software experience

Construction sector knowledge

Commercial insight

Dutch language

French (optional)

Tools

ERP software

Job description

What will you do?

As Customer Success Manager at Bouwflow, you are the trusted face for our customers from the day they start with us. You make sure they don't just use the software, but genuinely get better at their work because of it.

• Onboarding: you guide new customers through their first steps and get them up and running quickly.
• Training: you run sessions, online or at the customer's office, and help people really master the product.
• Second-line support: you take on the harder questions, the ones the first line gets stuck on. You dig until you find the real cause.

On top of that, you keep our help center and knowledge base up to date and make clear how-to videos, so customers can move forward on their own too. You spot the questions that keep coming back and flag with the team how we can fix them at the source. And you have a nose for opportunities: if you see a customer would get more out of Bouwflow with an extra module, you pass it on.

Who are you?

You get your energy from helping people move forward. Not from closing a ticket as fast as possible, but from making sure a customer can genuinely do better afterwards. When someone says after a training or a call that it really helped, that's what you do it for.

• You already have experience in a customer-facing role: support, customer success, consultancy or training.
• You communicate clearly and stay calm, even when a lot comes in at once.
• You think in solutions and keep digging until you truly understand a problem.
• You have a feel for software and pick up new systems quickly. Experience with ERP software is a nice plus.
• Experience in or knowledge of the construction sector is a big plus: you understand how different kinds of construction companies work.
• You have commercial insight and notice when a customer would benefit from more.
• Dutch is a must. Fluent French is a welcome bonus.

What's in it for you?

• You work close to the founders every day. Short lines, fast decisions, and you learn straight from the people building the company.
• A product that’s still growing fast, where your voice from the customer side helps decide what’s on the roadmap next month.
• A company that’s growing fast, with plenty of room for you to grow with it.
• The best, most modern product on the market to work with. Nothing you have to talk your way around.
• You work with the team from our office in Ghent, Vlasgaardstraat 52, and head out from there to customers for onboarding and training.
• Working from home is possible.
• Room to grow.
• An attractive salary and benefits package, including:
  • Company car + fuel card
  • iPhone + MacBook
  • Meal vouchers
  • Eco vouchers
  • Hospitalisation insurance