Customer Success Manager

• Nieuwe klanten onboarden: elk bedrijf verwelkomen, hun noden begrijpen en hen zo snel mogelijk operationeel maken op Shyfter, zodat ze al vanaf de eerste dagen waarde halen uit de tool.
• Support bieden die het verschil maakt: antwoorden via chat en e-mail met duidelijkheid, geduld en empathie, blokkades oplossen, adviseren en geruststellen.
• De adoptie stimuleren: onze klanten begeleiden tijdens de volledige implementatiefase zodat ze het platform ten volle benutten.
• Opleiden en adviseren: een echte productexpert worden, je opleidingen en configuratieadvies afstemmen op de realiteit van elke sector (horeca, retail, zorg, enz.).
• De stem van de klant doorgeven: jij staat in de frontlinie, dus jij deelt met de product- en developmentteams wat schuurt en wat de klanten enthousiast maakt.

• Turn a new customer into a loyal, satisfied, and enthusiastic user
• Empower users and guide them in using the HR solution
• Collaborate with cross-functional teams (sales, marketing, development) to deliver optimal customer service

Customer Success Manager, French

• play a defining role for our customers, from implementation to adoption and expansion
• for HR managers, you're a true salary partner who takes their compensation strategy to the next level
• help lay the foundation of a scalable customer success team by focusing on playbooks (churn, adoption, expansion), health scoring, and a strong communication strategy
• help build Payflip's next chapter: besides flex reward functionalities, we're soon launching extra salary modules (including Payflip Food), and you help our customers grow into them
• roll up your sleeves when designing a strategy

• Managing a set of corporate customers who are utilizing Arctic Wolf’s CyberSOC solution.
• Achieving renewal and expansion targets through consultative selling techniques.
• Listening to customers and providing feedback to the business.
• Ensuring customer satisfaction and delivery of quarterly account reviews.
• Negotiating on behalf of management using product knowledge and knowledge of customer needs to upsell by positioning additional Arctic Wolf service offerings.
• Acting as an advisor to customers by leveraging solid domain and product knowledge of Arctic Wolf service offerings and customer’s needs to develop plans for future growth.
• Successfully planning and prioritizing a high volume of activities and requests to manage customer issues and requests.

• Drive the evolution of Commercial EMEA Customer Engagement , including applications, integrations, and data flows, in partnership with Product and Platform Owners.
• Develop end‑to‑end architecture for strategic solutions that enable customer engagement journeys across markets and channels.
• Apply appropriate integration patterns and design approaches (e.g., event‑driven, API‑first) to produce robust and scalable integration designs.
• Ensure designs consider internal and external regulatory requirements (e.g., GDPR, Healthcare Business Integrity) and incorporate security and compliance expectations.
• Apply agentic architecture concepts (e.g., orchestration, event-driven interaction, policy/guardrail design) to enable AI‑assisted workflows responsibly within the customer engagement ecosystem.
• Evaluate the technical and economic feasibility of proposed solutions and support informed decisions that balance business needs, technology requirements, and cost/benefit outcomes.
• Lead and coordinate product architecture boards and ensure architectural decisions, standards, and patterns are documented and communicated for consistent adoption.
• Contribute to architecture standards, methodologies, and tools; provide guidance and training to broaden adoption and capability across teams.
• Partner with engineering and global IT teams to ensure delivery aligns with the target architecture, standards, and principles, while driving reuse through reference architectures and shared assets.
• Lead architectural efforts for large, complex initiatives across multiple technologies and vendors, proactively managing dependencies and outcomes.
• Engage with industry forums, analysts, customers, and peers to bring relevant external insights into architectural direction.

Customer Engagement Architect

Onboarding Specialist

• Ensuring a smooth onboarding journey to key accounts and provide ongoing support throughout their partnership with Alan.
• The operational onboarding manager is accountable for operational excellence and long-term satisfaction of our most strategic accounts.
• They play a critical role as Alan continue expanding Enterprise and Public sector partnerships.
• Scaling the role's process and support. We will need to design new guidelines & processes as we move forward, to scale this customized approach to onboarding!
• Helping Our Admins. Your primary mission is to ensure operational excellence and an outstanding admin experience across a portfolio of key accounts (5 to 10 accounts per onboarding manager). You'll be the go-to expert for complex admin topics such as affiliations, payroll management, invoicing, and billing—delivering meaningful, proactive, and delightful support while building deep expertise along the way.
• Train and onboard admins on Alan's product, workflows, and best practices (remote and occasionally onsite): affiliation lifecycle, payroll management, invoicing, and more
• Own admin support end-to-end for your account portfolio: handle requests, investigate issues, coordinate with internal teams, and ensure timely resolution
• Manage complex or sensitive conversations with admins (objections, escalations, high-stakes operational topics) with clarity and empathy
• Anticipate risks (missing affiliations, payroll edge cases, invoicing issues) and prevent blockers before they impact admins
• Building the role in Belgium. All onboarding managers actively contribute to improving Alan beyond their day-to-day support work. You'll help shape the function itself—designing processes, playbooks, and ways of working that will scale as we grow.
• Identify recurring pain points and propose improvements: documentation, playbooks, tooling, and product feedback (with Product Specialists and relevant crews)
• Contribute to team priorities depending on the period: process/tooling projects, knowledge sharing, and occasionally hiring-related work
• Report on operations at the company level to ensure visibility on opportunities derived from admin insights
• Collaborate closely with Key Account Managers, Pre-Sales, Customer Success Managers, and Operations to remove blockers, coordinate resolutions, and surface product/process improvements.

Operational Onboarding Manager, CSS

Implementation Specialist

• Act as the bridge between the acquirers and the EPI organization
• Design a tailored implementation plan
• Ensure seamless coordination among all stakeholders till the go live
• Support new members through onboarding
• Monitor and Report on Implementation Progress
• Track and report KPIs, identify risks and mitigation strategies
• Continuously refine the roll-out and onboarding process

Implementation Manager

• Position responsible for installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction
• Responsible for ownership of customer problems or incidents until the situation has been resolved to the customers satisfaction and or in compliance with agreed upon Service Level Agreements
• Required to perform work on products and services of low complexity, specifically financial/ATM products; Make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders
• Responsible for assisting in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; May also perform required modular swaps and unit replacements
• Customer Engineer responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower
• Build working relationships with customers and develop informal communication channels with customer account at the local level; Represents NCR in a manner that reflects positively on the image and reputation of the company
• Performs periodic preventative maintenance on assigned products; Diagnoses problems, makes minor repairs, and replaces components (at the module level)
• Follows appropriate security procedures when working with ATM's and or within financial institution
• Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property), or as assigned by management; Maintain an appropriate parts inventory as well as parts record keeping
• Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation
• Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities
• May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports
• May require prolonged travel, carrying and lifting tool kit/parts of varying weights (1- 50 lbs.); May require bending/squatting, walking/standing /sitting for prolonged periods; May be required to work on rotating shifts
• Ensure staff productivity measures are achieved
• Work together with Call Center Staff via PDA to recover machines
• Work together with Security Escort Officer

Customer Engineer

• Translate Group, Business Group and Business Unit’s EHS ambitions into a focused BU strategic and tactical roadmap with clear priorities and measurable outcomes
• Align, challenge, optimize and support site EHS strategies to ensure consistent, high-quality implementation across all locations
• Identify and address BU-wide EHS risks and performance trends using audits, data and site insights
• Drive performance management through KPIs, reviews and actionable reporting for BU leadership
• Stimulate innovation, EHS courage, collaboration and accountability at all levels
• Act as a trusted EHS advisor to BU management and represent the BU in Group EHS forums
• Coach site management and EHS teams to translate standards and legal requirements into robust local practices
• Promote strong safety leadership and ownership throughout line management and teams

EHS Expert

• Master the cobalt value chain and develop new solutions
• Collaborate for better environmentally sustainable products
• Contribute to innovative practices in recycling and refining

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