Customer Experience (CX) Application Manager Own Improvment · Paris, Brussels · Hybrid Remote

Large company with great ambitions and close relations
efficy is a leading European Customer Relationship Management (CRM) solution that provides businesses of all sizes with complete, flexible, customizable, and scalable software to enable their growth. efficy’s platform includes products for marketing automation, sales, project management, customer service, and customer nurturing. Currently, more than 300,000 users from 63 countries use efficy’s tool.

Founded in 2005 and headquartered in Brussels, efficy’s around 500 employees work in local offices in Belgium, France, Spain, the Netherlands, Sweden, Denmark, Finland, Norway, Spain, Hong Kong, or remotely.

Our mission is to contribute to the success of every company by helping them transform customer data into customer insight while simplifying the work of their employees.

In efficy, two days are rarely the same, and things are changing rapidly. So, fasten your seat belt, and join us on the journey.

A unique work experience & company culture

We want our employees to thrive in their daily lives, and therefore you can expect challenges, online music quizzes, onsite ping-pong tournaments, and lots more. Communication is informal, and your colleagues are only a short call away.

Your Impact

The CX Application Manager is responsible for overseeing and optimizing all customer-facing applications such as CRM, Customer Success, Customer Service, and Product Experience tools within a SaaS environment. This role ensures that internal systems are aligned with business processes and end-user needs, helping to improve customer management efficiency and enhancing the overall customer experience

Key Responsibilities

• Conduct regular in-depth analysis of our internal Customer Management processes, systems, and business requirements to ensure our solutions are optimized to improve end-users efficiency.
• Ensure the approach to data integrity in the system is regularly reviewed and action taken to ensure consistency and reduce duplication or inaccuracy
• Assist in selecting, implementing, and customizing Customer Management applications to meet our specific needs.

Work closely with application vendors and internal teams to deliver applications change requests and help prioritize them in close collaboration with the business stakeholders.

• Collaborate with cross-functional teams to define and document business processes related to our CEM applications usage.
• Configure and customize systems to align with our business processes and objectives. Managing a team of developers who will be responsible for delivering new features, support and deployment.
• Provide expert advice and recommendations on best practices for customer management within our SaaS environment.
• Develop and deliver training sessions to educate internal teams on the use of Customer Management applications and ensure smooth adoption.
• Provide ongoing support to our end-users as well as maintenance services for internal Customer Management systems, working closely with our application vendors and internal technical teams to troubleshoot issues and resolve technical challenges.
• Stay up-to-date with industry trends and developments in technology to enhance our suite of Customer Management solutions.

About YOU

• Bachelor's degree in IT, or related field. Master's degree preferred.
• 3+ years of experience in Customer Management, with a focus on SaaS applications.
• Strong knowledge of Customer Management applications, including CRM, CSM, Marketing and Product experience systems as well as integrations between them
• Proficiency in Project Management and Change Management.
• Previous experience in leading a team of Developers
• Previous experience in Agile methodology.
• Proficiency in business analysis and software configuration methodologies.
• Excellent communication and interpersonal skills, with the ability to effectively engage with internal teams at all levels of the organization.
• Analytical mindset with the ability to translate complex business requirements into technical solutions.
• Proven track record of driving successful outcomes for internal projects.
• Fluency in English and French.

We offer YOU

• A competitive salary package with a bonus system and a referral program
• A stable and growing company with an entrepreneurial mindset where we will listen to your ideas and support you to make it happen
• High flexibility and hybrid work is part of our DNA
• State-of-the-art offices with our unique co-living-co-working concept where teamwork is the norm
• International growing opportunities and internal mobility
• Events: team lunches, after work, sports, trips
• Learning opportunities: languages, tech, product, sales techniques, leadership

Do you have questions about this position? Please contact [email protected]

Find more jobs at https://jobs.efficy.com.

efficy is a people-first employer. We offer equal opportunities to all our candidates. We pride ourselves on the diversity of our people. We welcome you, and everything that makes you—well, you. That includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status. So, if you’re interested in joining us, please feel free to apply. We can’t wait to meet you!

Disclaimer
efficy is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at efficy via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of efficy. No fee will be paid in the event the candidate is hired by efficy as a result of an unsolicited referral or through other means.

Department
Own Improvment

Locations
Paris, Brussels

Remote status
Hybrid Remote

Paris Brussels

efficy revolutionises the workplace with the opening of its new “Co-Working & Co-Living” office in Brussels
“Today, more than ever, we have the opportunity to work with people from all over Europe without seeing them in real. With these new facilities, they are now able to gather in one place, and share more than just meetings. The relationships between colleagues will be stronger, their commitment to our success will be bigger. We know it’s a disruptive concept. But we’ve seen some very positive effects already,” says Cédric Pierrard, efficy co-founder.

Own Improvment · Paris, Brussels · Hybrid Remote

Customer Experience (CX) Application Manager
Dare to dream big at efficy, Europe's CRM Champion. Here, your ambition finds a home, and we place people at the heart of every success story! Join us as Customer Experience (CX) Application Manager!
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