- Company Name
- Dedalus
- Job Title
- Customer Success Manager
- Job Description
-
Job title: Customer Success Manager
Role Summary:
Lead customer success initiatives for Dedalus’s Belgian and French markets, ensuring satisfaction, retention, and growth. Own end‑to‑end customer lifecycle, drive product adoption, and collaborate cross‑functionally with Delivery, Support, and Product teams to deliver value and profitability.
Expectations:
- Deliver measurable customer value and business performance.
- Lead, coach, and grow a team of Application Specialists and Support Engineers.
- Translate customer feedback into continuous improvement.
- Manage renewals, upsells, and advocacy to sustain profitability.
Key Responsibilities:
- Develop and execute customer success, retention, and growth strategies aligned with business goals.
- Oversee daily customer operations, ensuring service excellence and SLA compliance.
- Drive adoption of the Dedalus portfolio (RIS, PACS, UltraGenda, Diamic, DxCare, etc.) within customer environments.
- Identify and pursue new business opportunities in existing accounts.
- Represent Belgian customers in strategic discussions and maintain stakeholder governance.
- Plan, execute, and monitor project management activities across initiatives.
- Foster cross‑functional collaboration with Product Management, Sales, Delivery, and Support.
- Adapt to dynamic, international, cross‑functional environments.
Required Skills:
- Proven customer support operations experience (incident management, escalation handling, SLA monitoring).
- Deep knowledge of Dedalus France product suite.
- Strong leadership, organizational, and communication abilities.
- Demonstrated project management and program delivery experience.
- Analytical, data‑driven decision making with KPI tracking, budgeting, and forecasting.
- Cross‑functional collaboration and stakeholder management.
- Self‑motivated, customer‑centric, and adaptable to new technologies.
- Fluency in English and French (Dutch a plus).
Required Education & Certifications:
- Bachelor’s degree in business administration, healthcare management, or related field (required).
- Master’s degree or equivalent experience in business administration (preferred).
- No specific certifications required.