Position: Full Time.
Location: 115A, Rue Emile Mark, Oberkorn Differdange 4620 Oberkorn Differdange Luxembourg.
Company: Smile Group.
Job Description
You will be in charge of customers located in Luxembourg, Belgium, Germany, and sometimes in other countries.
You are accountable for offering a high quality of service to your client(s), team satisfaction, and adequate margin level: meaningful and performant digital platform, stakeholder management, team planning, and team performance. You will work with competent smiley colleagues (UX/UI, developers, consultants, tech experts, sales…) in order to achieve your mission.
Key Responsibilities
- Understand and manage the client’s expectations (quantitative and qualitative)
- Developing strong client relationships
- Monitoring customer health and satisfaction
- Ensuring value and ROI are recognized.
- Setup and coach AGILE teams
- Be the Scrum Master for some teams
- Coach a scrum master / Product Owner
- Assess the performance of each team member in France, Ukraine, Eastern Europe, and more
- Manage your team: organize and steer the team to provide advice, to deliver the expected solutions with a high quality of service standard
- Establish resource planning
- Capture requirements of clients in terms of skill sets & planning
- Source talent internally
- Work with a recruiter for external sourcing
- Report progress to clients and teams
- Establish activity report and invoicing
- Identify further business opportunities
- Participate in pre-sales actions activities
Qualifications
- Be perfectly comfortable in an extremely dynamic and changing environment.
- Take ownership and effectively represent the company in client interactions
- Have dealt with e-commerce/digital or marketing influencers or decision-makers
- Have an appetite for Digital products & e-Commerce
- Demonstrate the ability to
- setup AGILE or V cycle projects
- be autonomous and adaptable to changing situations
- overcome a challenge and learn fast
- explain and document technicalities
- Be able to travel in Benelux for short-term missions or meetings
- Speak French and English fluently
- Have talent in communication (assertiveness, pragmatism, learning by listening, understanding, professional attitude, adapted tone of voice)
- Empathy, service skills, and adaptability allow you to quickly build relationships with clients of very different nationalities and sectors.
Experience
- Have +3 years of experience in Customer Success Management or Project Management or AGILE coaching in the digital industry.
Skills
- Scrum master certification
- Are already passionate about Open Source and its values
- Knowledge of one of our key technology: Magento, ORO Commerce, Akeneo PIM, Drupal
- Fluent in French or German
How To Apply
Who Can Apply
All those that meet the requirements.
Job Link
https://www.glassdoor.com/Job/luxembourg-customer-service-jobs-SRCH_IL.0,10_IN148_KO11,27.htm
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