As Customer Success Manager at Orbisk, you are responsible for helping customers to successfully reduce food waste. You ensure that the current and future customer contact runs smoothly, by bringing structure to the onboarding, management, and support of customer relations. You ensure that existing customers are satisfied and remain so, and also that future customer are well supported. The basis of the CS department is customer contact: in your role as Customer Success Manager, you regularly meet with customers and manage a number of Accounts yourself. The conversations you have with customers are about the results of their food waste measurements, actions they can take to reduce their food waste, and questions about the food waste monitor, among other things. You clearly map out all these questions, complaints, and wishes so that you can improve the Orbisk Customer Journey. Orbisk's Customer Journey consists of the onboarding programme, approaching inactive customers, and the processes surrounding the Help Center. Since Orbisk is expected to grow a lot, you are closely involved in this. You can manage the guidance of future customers extra well. You work closely together with Sales, Account Management and Marketing. You will work in the Customer Success team, which consists of a Customer Succes Team Lead and two Customer Success Employees.
"If you enjoy having a lot of customer contact and structurally improving processes, and find it challenging that Orbisk and therefore your department can grow extensively, then this is a job for you"
"On an enjoyable day, you alternate customer 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, you have a lot of customer meetings scheduled, but you don't get to talk to some customers. This is annoying, but at the same time it's a challenge: as you have to make sure that in the future this doesn't happen as often."
Voorbeeld uit de praktijk
"Someone in your team points out that in recent weeks several tickets have come in about food weight gain, without any pictures being taken. How do you solve this?"
You start a conversation with the customer(s). The fault can be on the customer's side, but also on Orbisk's side. That is why it is important to ask for a lot of information. For example, an error may have been made when registering the monitor and the device may need to be adjusted. The customer indicates that they are not at fault, so you deal with this internally. You discuss the ticket with the relevant department and ensure that the improvement is implemented in the dashboard. In this way, you ensure this component is improved in the future, both for this customer and for all others.
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 specializations. In the coming years, the organization will also focus on international growth, which means more and more new positions will become available.
Werken bij 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.
Wat doe je?
60% Customer contact
30% Improving customer journey
10% Internal consultation
Wat is vereist?
Completed Bachelor's degree
Experience with consultative services
Good command of French and English, Dutch and/or German is an extra
Resourceful, creative and independent
Wat krijg je?
€2.500 - €3.500 gross p/m (depending on knowledge and experience)
Holiday pay of 8% and pension of 5%
24 to 40-hour working week
30 days of holiday
Travel allowance, company laptop and free lunch at the office