Customer Engagement Specialist på Polestar i Brussels
Polestar · Brussels
Customer Engagement Specialist
Bij Polestar bouwen we aan een duurzame toekomst. Maar minstens even belangrijk vinden we duurzame relaties met onze klanten.
Daarom zoeken we een Customer Enga...
Bij Polestar bouwen we aan een duurzame toekomst. Maar minstens even belangrijk vinden we duurzame relaties met onze klanten.
Daarom zoeken we een Customer Engagement Specialist die het verschil maakt in elke fase van de klantreis.
Ons Customer Engagement Team vormt het kloppend hart van de klantbeleving bij Polestar. Je bent niet zomaar een aanspreekpunt voor
klanten: je begeleidt hen van A tot Z, neemt ownership over complexe vraagstukken en zorgt ervoor dat elke klant de ondersteuning
krijgt die hij of zij nodig heeft
Let us describe the challenge we offer
Als Customer Engagement Specialist ben je het eerste aanspreekpunt voor klanten via telefoon, e-mail en chat. Maar deze functie
gaat verder dan het beantwoorden van vragen.
Je beheert jouw eigen dossiers van begin tot eind en gaat actief op zoek naar oplossingen wanneer processen, systemen of
verschillende stakeholders betrokken zijn. Je combineert klantgerichtheid met analytisch denkvermogen en weet complexe situaties
om te zetten in een positieve klantervaring.
Je:
begeleidt klanten tijdens hun aankooptraject én blijft een belangrijk aanspreekpunt na de levering van hun wagen;
onderzoekt en coördineert complexe klantvragen waarbij je samenwerkt met interne teams en externe partners;
neemt verantwoordelijkheid voor je eigen cases en bewaakt de voortgang tot een oplossing is gevonden;
denkt mee met klanten, analyseert situaties en vertaalt problemen naar concrete acties;
signaleert terugkerende uitdagingen en draagt actief bij aan het verbeteren van onze processen en dienstverlening;
bouwt expertise op rond onze producten, systemen en dienstverlening zodat je klanten steeds correct en professioneel kan
ondersteunen.
Geen enkele dag is hetzelfde. De ene klant heeft vragen over een bestelling, terwijl je het volgende moment een technisch of
administratief vraagstuk onderzoekt waarbij verschillende partijen betrokken zijn. Juist die afwisseling en verantwoordelijkheid
maken deze rol uitdagend.
Who you are
Je haalt energie uit het oplossen van problemen en vindt het leuk om klanten écht verder te helpen. Je luistert aandachtig, denkt
kritisch na en blijft zoeken tot je de juiste oplossing hebt gevonden.
Daarnaast beschik je over:
een bachelor diploma of gelijkwaardige ervaring;
je hebt ervaring binnen customer service, customer support of een vergelijkbare klantgerichte functie, bij voorkeur in een
premium omgeving;
uitstekende communicatieve vaardigheden in Nederlands, Frans en Engels;
sterke digitale vaardigheden en het vermogen om snel nieuwe systemen te leren;
een gestructureerde en zelfstandige werkstijl, gecombineerd met een sterke teamspirit.
What we offer
Een uitdagende rol met veel autonomie en verantwoordelijkheid.
Een grondige onboarding en continue ontwikkelingsmogelijkheden.
De kans om mee te bouwen aan een premium merk dat duurzame mobiliteit opnieuw definieert.
Een hybride werkomgeving met een goede balans tussen thuiswerk en kantoorwerk.
Een aantrekkelijk salarispakket met competitieve extralegale voordelen.
Klaar om de klantbeleving bij Polestar verder uit te bouwen? Sluit je aan bij ons team en bouw mee aan duurzame mobiliteit.
Are you ready for the journey? Which is electric by the way...
Brussels•Publicerad: 9 juli•Sista ansökan: 16 aug.
🪐 Discover our galaxy
Join the Future of Work ! Malt is Europe's leading freelance marketplace, connecting over 1,000,000 talented freelancers with 100,000+ companies. Founded in 2013, we're transforming how work gets done through our tech-powered, human-centered platform. What makes us different:
A diverse team of 600 Malters across 6 European countries
A culture that champions equality (50% of our Comex are women) and inclusive growth
Backed by top investors including ISAI, Serena Capital, Eurazeo Growth, Goldman Sachs, and BPI
A mission to give everyone the freedom to work differently
Ready to help shape the future of work? Your next chapter starts here! 🪐
At Malt we believe that Ambition is the Way, so all lists of missions and responsibilities are non-exhaustive.
You will join Malt as a Customer Onboarding & Success Manager - Public Sector, based in Brussels. You will work hand-in-hand with our teams to manage one of our key european clients.
Your main mission will be to ensure the flawless operational execution and administrative delivery of this contract throughout its lifecycle. You will be the guarantor of compliance with strict public procedures, acting as the primary operational point of contact and dedicated partner for the freelances deployed on this framework agreement.
Amsterdam•Publicerad: 17 juli•Sista ansökan: 16 aug.
YOUR MISSION
Role Description
At Nicolab, customer success is fundamental to our mission. We partner closely with physicians to ensure they realize the full
clinical and operational value of our solutions. We believe that the greatest impact of our technology is achieved when it becomes
an integral part of day-to-day clinical decision-making.
As a Customer Success Specialist, you are responsible for helping customers successfully adopt and expand the use of Nicolab's
solutions, including StrokeViewer and Nicolab Assist in EMEA. By building strong relationships with clinicians, understanding
their challenges, and proactively supporting them throughout their journey, you help ensure they achieve meaningful improvements
in workflow efficiency and patient outcomes.
You play a critical role in shaping and executing Nicolab’s regional and company-wide Customer Success strategy, ultimately
driving customer retention, regional adoption, and long-term customer satisfaction. Through data-driven insights, regular customer
engagement, and close collaboration with our Commercial, Product, and Implementation teams, you identify opportunities to increase
adoption, address risks early, and ensure customers continue to see value from our solutions.
Ultimately, your work directly contributes to Nicolab's mission of empowering healthcare professionals with the right information
at the right time. Today, our technology contributes to a 12% increase in patients being free from severe long-term disability
after a stroke. As Nicolab Assist expands beyond stroke care into other clinical domains, you will help ensure that even more
healthcare professionals and patients benefit from the impact of our technology.
Key Responsibilities
* Drive adoption of StrokeViewer, Nicolab Assist, and other Nicolab solutions across hospitals, clinicians, and regional stroke
networks.
* Execute Customer Success initiatives across the EMEA region and contribute insights to improve Customer Success programs and
strategy.
* Monitor customer usage, adoption, retention, and success KPIs to measure value realization, identify risks, and drive proactive
actions that support successful outcomes.
* Build strong relationships with KOLs, physicians, stroke teams, hospital leadership, and other key stakeholders. Develop
customer champions and reference sites that support adoption and expansion opportunities.
* Conduct regular customer reviews and engagement meetings to support adoption, address concerns, and maintain proactive
relationships throughout the customer lifecycle.
* Develop and maintain Customer Success Plans for assigned customers across EMEA, including biannual reviews of adoption goals,
operational priorities, and customer success metrics.
* Support customer retention by proactively identifying risks, strengthening customer engagement, and identifying opportunities
for account growth in partnership with the Commercial team.
* Represent the Voice of the Customer within Nicolab for the assigned customer base.
* Work with Product, Development, Operations, and Commercial teams to address customer needs and priorities.
* Deliver customer and partner training programs and support customer communications, including product updates, release notes,
adoption campaigns, surveys, and training initiatives.
* Support post-market surveillance activities by documenting and escalating customer feedback, complaints, and product
observations in accordance with company processes, including the preparation of final post-market surveillance reports.
YOUR PROFILE
Qualifications
* 2+ years of experience in a customer success, account management, or related role within the healthcare industry, or 2+ years
in a hospital
* Understanding of clinical workflows and the challenges faced by healthcare professionals in hospital environments.
* Strong analytical and problem-solving skills, with the ability to identify customer risks, opportunities, and adoption trends.
Ability to work with a strong cross department team to support technical, support, and training aspects.
* Customer-centric mindset: Understanding of customer service principles and the ability to maintain a customer-first approach in
all activities.
* Professional fluency in English.
* Tech savvy
What you'll Bring
* Understanding of hospital workflows and the challenges faced by clinicians in delivering timely, high-quality patient care.
* A customer-focused mindset with a genuine interest in helping customers achieve successful adoption and measurable value from
Nicolab solutions.
* Ability to analyse customer usage data, identify adoption opportunities or risks, and take appropriate action.
* Strong communication and relationship-building skills, with the ability to engage effectively with clinicians, hospital
stakeholders, and cross-functional teams.
* A collaborative approach and willingness to work closely with Commercial, Product, Implementation and Development teams to
support customer success.
* Strong organisational skills with the ability to manage multiple customer activities, priorities, and follow-up actions
WHY US?
We Offer You
* Chance to make a real difference in patients' lives
* Work in a stimulating environment with a motivated team
* Flexible Employment Agreement: Part time / Fulltime / Freelance
* Flexible working hours
* Laptop + home office/IT equipment*
* Employee Stock Option Plan (ESOP)*
* Corporate programs including Employee Referral Program with rewards
* Learning & Development opportunities including in-house training and coaching, professional certifications, and over 22,000
courses on LinkedIn Learning Solutions and much more.
*All benefits and perks are subject to certain eligibility requirements
Application Process
* Interview with Recruiter/HR
* Interview with Hiring Manager
* Technical assessment with Peers (no managers present)
* Prior employment verification check (reference/background check)
* Interview with Executive
