Junior Customer Care Manager

itsme® has fundamentally changed how people lead their digital lives in Belgium, but we are not stopping there! Do you want to be a driving force in shaping the future of secure digital identity as part of a talented team that is making a positive impact on society? Then keep on reading, you’ll probably like what you see.

We are itsme®, one of Europe’s fastest-growing scale-ups, counting 85 team members and growing. Our mission: providing a state-of-the-art digital identity solution to all people, enabling them to interact securely in the digital space. Now, only seven years after being founded, 7 million citizens use the itsme® app to identify themselves and sign documents online. Starting in Belgium, we successfully launched the itsme® app in 17 European countries, with the ambition to become an internationally leading player.

In this role, as a Junior Customer Care Manager, you'll be instrumental in guiding our customers through the implementation process of itsme® on their websites, apps, platforms, or IoT devices, ensuring seamless integration from start to finish. As the main point of contact, you'll address any questions or issues they encounter, providing expert assistance and building lasting relationships. By managing the end-to-end onboarding process and collaborating with sales and product teams, you'll continuously improve our onboarding experience and identify new business opportunities.

What your job looks like

• Guide our customers throughout the implementation of itsme® on their website, app, platform or IoT from functional flow to technical integration based on pre-onboarding guidelines.

• Be their reference when they have a question or an issue with their integration with itsme®

• Manage the end-to-end onboarding process and update Salesforce to provide your team with an exact view of the customer’s status.

• Challenge existing processes to maximise Customer onboarding experience and feed constructively Customer Satisfaction Management

• Collaborate with the sales team to improve the onboarding process

• Collaborate with the product team to improve the app and its functionalities

• Be the point of contact for our customers, building trust and lasting relationships.

• Follow up with Customers if they have questions about their implementation.

• Identify new business opportunities within an existing business (up-sell or cross-sell)

• You are fully proficient in English and in Dutch.

• You’re a team player who can work autonomously on your projects, accounts, or campaigns and enjoys celebrating joint achievements.

• Your communication is clear, and you can translate concepts or technical items into tangible and comprehensive terms.

• You have worked in a similar implementation or onboarding role before in a Tech company and have min. 2 years of experience.

• You’re happy to plan, manage and coordinate multiple projects simultaneously

• You can be an out-of-the-box thinker but what matters to you the most is offering active participation to make things happen.

• You’re organized, autonomous, and pragmatic.

• You have demonstrated a ‘Can do’ attitude.

• You like to look for solutions, share your knowledge and proactively come up with an improvement or new ideas.

• You are service and client-oriented.

• You have good knowledge of standard Office applications affinity with Zendesk is a plus.

What we offer

• Being welcomed by an informal, enthusiastic, and ambitious team that is revolutionizing how we safely manage our digital identity, in Belgium & beyond.

• Offices at walking distance from Brussels Central Station, the possibility to work remotely 3 days a week.

• A contract of indefinite duration, with an attractive compensation package.

• An environment where we care a lot about our core values:

  • Integrity: being fair, honest & transparent so that we can be trusted.

  • Inclusiveness: being an open environment in which all team members’ opinions are taken into account.

  • Innovation: building future-proof solutions by finding new ideas and methods to solve problems.