Customer Success Team Lead
What is required?
- Completed Bachelor's degree
- Prior experience in a customer service oriented role within a customer service department or account management
- 3 years of experience in managing teams or junior team members
- Experience with CRM systems is required; Experience with HubSpot and/or Planhat is highly beneficial
- Ability to thrive in a evolving work environment
- Proficient in both English and Dutch; proficiency in other languages is an asset
- Exceptional communication skills, capable of effective collaboration across multiple teams and stakeholders
- Demonstrates adaptability and flexibility.
What will you get?
- €4.200 - €5.200 gross p/m (depending on knowledge and experience)
- 32 to 40-hour working week
- To take a break to recharge, we encourage you to take 30 days of annual leave per year.
- With your manager you will have growth conversations to discuss your development
- To support your learning and growth further we offer an annual personal education budget of €500
- And next to this we organise additional team learning activities
- We know that health is important, which is why we offer a health and exercise budget
- To ensure you are taken care of later on, we have a pension contribution of 7%
- We love to have lunch together at the office, so this is on us. Our office dog, Koffie will also be around to keep you company!
- An annual home office budget of €250 is offered, so you can create a nice work from home space
- We make sure we regularly organise company activities to connect and have fun with your colleagues
- When you refer a new colleague we’d like to thank you with a referral bonus
- Last but not least, a dynamic environment and passionate, close knit team all working together towards an ambitious goal!
What will you do?
- 50% Managing Customer Success Team
- 40% Strategizing and optimizing structural processes
- 10% Maintaining customer and stakeholders relations
This vacancy has been created based on interviews with employees to help you get a realistic preview of the job.
Vacancy
As Customer Success Team Lead at Orbisk, you are responsible for managing our Customer Success Team. You will play vital role in structuring the team for international growth, preparing for an anticipated doubling in team size within the upcoming year.
You will ensure the team is setup for success by bringing structure to the onboarding, management and support of customer relations. Your expertise will ensure that our customer relations thrive, both for existing clients and those yet to join the Orbisk family.
Also, you will help to establish and optimize processes within the Customer Success department, including maximizing the utilization of the CRM tools, Hubspot and Planhat. The goal of the CS department is to ensure that existing customers are satisfied and remain so, and also that future customers are well supported. You will make sure the team is fully equipped to meet this goal.
On top of this, you will also be involved in the high level planning for the logistics and production teams, as well as personally manage a small portfolio of key clients at the headquarters level. You will manage the Customer Success team which consists of four Customer Success Managers and a Customer Support Manager. You will report to the Head of Operations.
If you enjoy managing a team and structurally improving processes, and find it challenging that Orbisk and therefore your department will grow, then this is a job for you
Working week
On an enjoyable day, you alternate Team member conversations with an internal brainstorming session, during which you discuss new ideas. On this basis, you can improve the Customer Journey
On a less enjoyable day, your team comes to you with a lot of problems that need your attention, and you have to juggle this with an important upcoming customer meeting.
- 09:00
- 10:00
- 11:00
- 12:00
- 13:00
- 14:00
- 15:00
- 16:00
- 17:00
- 18:00
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- Lunch
- Customer Success Teammeeting
- Stand-up
- One on one with Customer Success Manager
- Meeting with Client
- Developing improvements Customer Journey
- Deepdive into systems
- Meeting with Developmentteam
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- Lunch
- Stand-up
- Finishing administration
- One on one with Customer Success Manager
- Onboarding Key Account
- Meeting with Customer Support team member
- Weekly meeting with Head of Operations
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- Lunch
- Stand up
- Preparing a sprint planning
- Meeting with Client
- One on one with Customer Success Manager:
- Developing improvements Customer Journey
- Meeting with Salesteam
- One on one with Customer Success Manager
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- Playing sports
- Lunch
- Meeting with Customer Support team member
- Finishing administration
- Meeting and planning session with Logistics team
- Onboarding Key Account
- Managing team Customer Success
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- Company-wide update during lunch
- Closure of the week meeting
- Stand up
- Meeting with client
- Finishing administration
- Developing improvements Customer Journey
- Leading the team in a brainstorm session
- One on one with Customer Success Manager
Firsthand experience
Growth
At Orbisk, there are various opportunities for growth as an employee. Several courses are offered, allowing you to develop yourself optimally. Since Orbisk is a start-up, you also learn a lot easily from colleagues with various specialisations. In the coming years, the organisation will also focus on international growth, which means more and more new positions will become available.
Working at Orbisk
Orbisk is a start-up with a clear mission: to make the global food system more sustainable. The start-up provides complete insights into the food flows of hospitality organizations. Orbisk does this by offering a smart camera and scale that uses image recognition to register which food is thrown away, when, and in what quantity. The customer can view this data in the dashboard, which provides insight into food wastage and can be used to reduce it.
- Main office in Utrecht
- 40% / 60%
- Average age is 30 years
- 40 employees
- Working from home options
Colleagues
Application process
Interesting job?
