Customer Success Manager

Actito is a leading technology provider of marketing automation. Believer in “agile marketing automation”, we help marketers to capture business opportunities on their customers’ journey, with the right mix of technology and integrated services. We promote customer-centric marketing, we enable data-driven multi-channel personalization and customer journey marketing, deploying acquisition, welcome, cross-selling and loyalty programs with always progressivity and ROI in mind.

We serve medium to large accounts, mainly in the B2C sectors as retail, financial services, automotive, media, travel & leisure. Cameleon, Hubo, Deutsche Bank, Croix-Rouge, Lunch Garden, NRJ are among our clients.

Actito, is a Belgian company, is steadily growing to become a strong European player of Marketing Automation, with subsidiaries in France, Netherlands, Canada, UK and Spain.

To enforce our team we are looking for a Customer Success Manager in our Headquarters in Louvain-La-Neuve.

The ‘Customer Success Manager’ as central role:

The Success Manager will act as a Trusted Advisor to our customers, ultimately responsible for ensuring their success. You will align at the stakeholder level, building and maintaining strong relationships. In this role, you will be responsible for helping customers achieve business value and ROI from their investment with Actito. The end result is increased value, retention, customer satisfaction and ultimately expansion of our relationship.

Management, retention and growth of the portfolio

He/she is working in close relationship with his/her clients:

To develop a deep understanding of their organization and business context.
Engage with the clients through reviews to follow-up on their needs and objectives to draw the best next actions or plans to ensure satisfaction.
To make relevant propositions supported by Actito to ensure they extract full benefit of our tool capabilities & services.
To ensure that customers meet success throughout their journey as Actito client: from easy on-boarding and tool adoption to systematic upgrading.
To track the client effective tool use and the key performance indicators of its applicative marketing automation programmes to stimulate a continuous improvement process.
To make sure potential outsourcing and potential orchestration of projects happens smoothly with the appropriate Actito experts or specialists outside the company.
Support them with their questions and coordinate with the right internal experts when needed.

CSM manages a portfolio of 15-20 accounts

The CSM is responsible for a smooth coordination with other teams to ensure the delivery of the client requests:

Manage the budget estimation for projects.
Brief internal teams about projects and make sure deadlines and goals are achieved.
Ensure a correct administrative follow-up.

One team, one goal

A CSM is an active contributor to the company and its development:

Raise feedback from your clients to the product team
Participate to the development of the team: share your experiences and support your colleagues when needed
Contribute to ACTITO events and be a brand ambassador

2-5 years of relevant professional experience in CRM and digital marketing preferably in a consultative role.
You are not scared to dive in / to learn about the technical aspects of marketing automation projects
Demonstrated professional interest in marketing innovation (new media, new data, behaviour-based marketing) and in the technological and digital aspects of marketing.
Demonstrated experience in managing accounts.
Typically carry a degree in business/marketing, but we will consider equivalent professional experience. Personal skills
You are a communicative person: you easily interact with people around you (colleagues, clients, prospects, … etc.) and create trustful relationships with them
You need to be comfortable / curious about technology related to data-driven 1to1 marketing
You have an intrapreneurship & team spirit to fit in a fast-growing company
You are tenacious: you are determined to succeed, and you are motivated by the success of customers, colleagues and the community
You are conscientious: you keep your promises, taking your commitments to others seriously and you have strong integrity.
You are humble: you lead with humility and empathy, respecting and learning from the perspectives of others.
Our clients are international or Belgian companies operating nationally; you will have to be fully operational in English, Dutch and/or French

Great! We would love to hear from you! Please send your CV (in english) directly to our HR team: jobs@actito.com.