Who are we?

We are Penneo, and we are on a mission to scale!

At Penneo, we want to build a world where you can trust the way businesses do business.

Penneo combines digital signing and Know Your Customer (KYC) workflows into a single platform that streamlines critical business processes for anti-money-laundering regulated B2B companies.

Founded in Copenhagen and operating throughout Europe, Penneo is fast becoming the go-to platform for companies looking to save time on administrative tasks while ensuring complete regulatory compliance and peace of mind for themselves and their clients.

Following our listing on Nasdaq Copenhagen Main Market in April 2022, we are now more than ever in a position to execute our European expansion strategy and scale our operations to maximize value to our existing and future customers.

Who are we looking for?

We’re looking for a Customer Success Specialist who can roll up their sleeves and take the lead on building strong relationships with our Belgian customers. As a key member of the success team, the specialist will help craft our customer-success strategies, build lasting relationships with customers, and collaborate cross-functionally with different departments both internally and externally to deliver consistently excellent customer experiences. 

The ideal candidate is therefore passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant service or digital experience and a track record of analyzing and optimizing customer satisfaction.

You will report to our Manager of Customer Success and have our awesome Customer Success Team as your closest collaborators.

The position is full-time, based in Ghent. 

What would be your responsibilities?

For our Customer Success Specialist we foresee the following responsibilities, but you'll have the opportunity and freedom to influence and define them with us.

• Onboard clients to our platform both virtually and physically
• Serve as primary contact for assigned customer accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both;
• Review the customer journey, determine how it’s supported, and use a consultative approach to help customers overcome issues and achieve their goals;
• Collaborate, problem-solve, and/or strategize with team members on upcoming customer meetings/business reviews;
• Analyze trends in CSAT scores to identify areas for improvement;
• Work with sales and marketing teams to boost customer referrals and develop case studies.

What makes you a great match?

We believe that the following traits and experiences are essential for becoming successful in this role, and it is the basis upon which we assess candidates. However, we acknowledge that talent takes many forms, and we would still like to hear from you, even if you don't think you match all the points below.

We expect you to have:

• 2+ years of relevant experience in customer service, account management, or customer success;
• Strong skills in verbal and written communication in Dutch, French and English;
• Analytical and process-oriented mindset;
• Ability to work effectively across multiple departments in a deadline-driven environment;
• Active team player, self-starter, and multitasker who can quickly adjust priorities.

Preferred :  

• Experience with Salesforce and/or Tableau analytics;
• Experience with on platform walkthrough programs

 

Current objectives of this role

• Own the entire relationship with assigned Belgian customers, including onboarding, implementation, training, adoption, retention, and satisfaction;
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services;
• Develop and maintain customer-success strategies and best practices;
• Communicate effectively with both internal and external stakeholders to better understand customer needs, maximize satisfaction and growth, and share learnings;
• Maintain existing customer-success metrics and data as directed.

How will this role progress?

It is important to us to be as transparent as possible and to allow you to level expectations for the role. Therefore, we share our impact description in advance and would love your thoughts about it in your cover letter.

During the 1st month, you will:  

• Meet your new colleagues and understand who is doing what;
• Get comfortable with the day-to-day operations of the team;
• Understand the problems Penneo solves for customers;

Within 3 months, you will: 

• During your first months, you will get extensive product training in order to become a product specialist for our customers;

Within 6 months, you will:  

• At this point, you have reached extensive customer and industry knowledge in order to become a trusted advisor and strategic partner for our customers;

Within 12 months, you will:  

• You will have reached a full customer journey cycle with selected customers where you will have the complete overview of their challenges in order to come up with innovative ways for us to improve our customers' journeys at Penneo;

At this point, we want to support you in expressing your ambitious growth aspirations, and we're eager to learn on the journey with you. It all depends on your capabilities for continuous learning and, equally important - your dreams for the future.

By now, we hope you're sitting with a smile on your face, ready to apply and contribute to the Penneo adventure.

 

About our interview process:

We know that going through a recruitment process can be pretty demanding sometimes, so we want you to know what to expect:

• Call with a member of our Talent Acquisition Team (~30m): introduction to the company, mutual initial expectation leveling.
• Call with our Manager of Customer Success, Sander (~45m): Getting to know each other, assessing for mutual fit, introduction to the impact and goals for the position.
• Collaboration round (~1h): Together with two team members, you will discuss your approach to a problem scenario to assess collaboration fit and ways of working.
• The practicalities (~45m): Closing talk with Manager of Customer Success, Sander agreeing about compensation, starting date, and all other practical details.

 

All of our interviews can be conducted remotely, scheduled via email and Google Meet for audio/video calls if you prefer.

Best of success with your application!

 

We are screening and interviewing on an ongoing basis. If you are interested in any of our roles, please do not hesitate to submit your application.

Penneo is an equal-opportunity employer. All aspects of employment, hiring, and promotion are based on merit and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity, or expression.

Please be aware that if hired, as part of our Background check, we require a copy of your criminal record. We do that to ensure that we remain a trusted service provider and partner as well as to comply with relevant compliance requirements such as ISO27001