Descriptif du poste
- Kitry is a fast-growing software and SaaS provider in the field of Occupational Health & Safety (OH&S) (ISO 45001 – international leading standard for compliance). The company has revenues close to
€4 million.
The company provides (Oracle-based) Environment, Health & Safety (EHS) software that helps organizations in managing and ensuring the well-being of their employees.
Kitry serves 100+ blue-chip private and public sector clients representing 5,400+ users, mostly active in healthcare, chemicals, financial services, manufacturing, and government.
The company has 3 locations in Belgium, France, and Luxembourg, with an organization of 40 people and a remote working culture that already existed pre-Covid.
In 2022, a partnership between Pierre Letargez and Vortex was established, with the goal of becoming the leading Western European EHS software group through organic growth and strategic acquisitions.
Indicative terms :
• Compensation: € TBD
• Involvement: 5 days a week
• Company car and energy card
• Other fringe benefits: laptop, GSM, hospital insurance, meal vouchers
Location :
• Main office and base station for this position: Nivelles, Belgium
• Minimum 3 days a week at the main office in Nivelles/Brussels, Belgium
Responsibilities/Deliverables :
• Organizes the support process in the existing team.
• Directs and manages all activities relating to the delivery of effective customer support.
• Ensures all response levels of the SLA’s are met.
• Leads the team and provides them with an appropriate level of direction, coaching, and support.
• Acts as the face of the organization for employees, propagating the policy and ensuring their involvement.
• Translates organizational objectives into team objectives and sets out the lines.
• Selects, guides, and develops employees to enable optimal contributions to organizational goals.
• Builds relationships both inside and outside the organization.
• Plays an integral role in developing successful strategies for customer support.
• Helps to create a brand image through implementing changes and improvements to enhance customer experience and retention.
• Maintains and improves mechanisms for surveying and measuring customer satisfaction, disseminating feedback to appropriate stakeholders.
• Systematically assesses, analyzes, resolves, and documents customer issues (Root Cause Analysis) and complaints.
• Actively listens, engages with others to gather information, and forms creative solutions. Demonstrates patience and empathy in delicate situations with customers.
Profil recherché
Personal characteristics :
Excellent communication skills with colleagues and external stakeholders
Brings structure and is analytical
Strong communication and coordination skills
No-nonsense, hardworking, proactive, ambitious, team spirit
A leader that people willingly follow
Self-starter
Entrepreneurial
High energy
Qualifications & experience :
HBO/WO work and thinking level
2-5 years in a similar position is required
Experience working within the Software service sector
Hands-on understanding of Customer Experience is desired
Strong preference for background in IT services or SaaS companies
Proven project management experience, i.e., experience in running and managing a project-based business
Languages :
English, French and Dutch required
Send your CV and cover letter to : recruitment@kitrygroup.com