Customer Succes Manager

Hours: Fulltime
Contract: Fixed-term contract with the prospect of a permanent position.

Background of HelloContainer

At HelloContainer, we simplify complex processes and have redefined container logistics. From booking and customs to documentation and real-time insights, everything is available in one clear and independent platform. What sets us apart? We didn’t build this from theory, but from the real-world challenges faced by our customers. Our platform and modules were developed by professionals with both logistics and digital expertise, the perfect mix to create solutions that are easy to use and implement. We’re a fast-growing scale-up with a platform full of potential. Will you help us take it to the next level?

Customer Success Manager, Your Role in a Nutshell

As a Customer Success Manager at HelloContainer, you ensure that our users get the most out of our platform. You provide guidance, host online demos, answer user questions, and translate feedback into valuable input for our product team. You’ll join our Customer Service team, where you’ll learn everything about our Virtual Booking Agent for container logistics. From day one, you’ll be paired with a buddy who will help you settle in, show you the ropes, and be your go-to for support and advice..

Responsibilities

Responding to user inquiries via email, ticketing system, and phone, providing expert advice on a wide range of topics. As the first point of contact, you ensure a professional and efficient resolution of all questions and issues.
Handling the administrative processing of reports and notifications submitted through the platform.
Proactively identifying inefficiencies and areas for improvement within our platform, and translating these insights into actionable proposals for the product team.
Conducting online demos for potential customers, helping them understand the added value HelloContainer brings to their container logistics process.
Managing customer relationships online by maintaining regular communication and follow-ups, ensuring an outstanding customer experience at every touchpoint.

Key Qualities

Logistics Knowledge and/or Experience: The world of container sea freight is uniquely complex. Our platform guides users through this intricate landscape. A solid understanding of logistics and supply chain processes is a major advantage when it comes to quickly grasping tasks and offering meaningful support.
Affinity with IT: You’re quick to adapt to new IT systems or have a strong interest in technology and digitalisation. Since our platform is custom-built and we operate as a scale-up, you’ll have the opportunity to suggest improvements and help translate them into new features that enhance the user experience.
Proactive Mindset: From customer service to customer success — you don’t just respond to issues, you actively work to prevent them. You take initiative to ensure customers are satisfied before problems even arise.
Empathy: You take the time to understand what customers truly need by identifying their pain points and expectations. Your insights help us continuously improve and optimise the platform.
Problem-Solving and Resilience: You can quickly assess situations, get to the root of a problem, and come up with effective — sometimes even innovative — solutions. You remain calm and focused under pressure.
Presentation Skills: You’re able to deliver clear, persuasive, and informative demos that highlight the true value of our platform in a way that resonates with the audience.

Education & Experience

Higher professional education (HBO) level of thinking and working
Experience with container logistics, both export and import processes, is a plus
Affinity with software and digitalization
Experience in a customer-facing role, preferably in Customer Service within the logistics industry
Excellent communication and interpersonal skills
Fluent in Dutch and English, both spoken and written

Interested?
Would you like to join our team? We’d love to hear from you!
Send your CV and motivation letter to Paulien Bos at [email protected]