At Sana Commerce, we are committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths.
The Customer Experience Manager will be responsible for our customers' journey, ensuring their satisfaction along the way. You will collect, analyze, and share the feedback of our customers to build up the best solutions for them. Collaborating with various departments (Marketing, Customer Success, Product, etc.) to build up scalable solutions that will improve our customer satisfaction and retention, resulting in more upsell and more advocates. You will also oversee the online tools we create for them.
As the Customer Experience Manager you’ll be responsible for:
- Interviews with customers and investigate how we can add more value to them;
- Implement and evaluate customer satisfaction surveys at key milestones in the customer journey;
- Analyze customer feedback and initiate new customer journey improvement projects based on them;
- Implement and maintain online tools for customers.
What’s in it for you?
- Personal development. We believe that as our company grows, our people should be able to grow with us. We value learning and development opportunities for all our employees. So from learning on the job to training and coaching, it’s all there. Together with your manager, you are in charge of your own personal growth;
- Onboarding and buddy program. It’s always quite new and exciting to start your next adventure. We value a strong onboarding. You will be joining our general onboarding, will be introduced to a buddy, and will get a role-specific onboarding as well;
- Entrepreneurial environment. We are a fast-growing international scale-up organization in software. We encourage initiatives and ideas from our people. We like to accomplish things together as a team;
- Health and well-being. We believe that every employee should be at their best. So, we like to help a little bit with that, physically and mentally. In our offices we have fresh fruits available, we offer weekly boot camp sessions and we offer several workshops focused on health and wellbeing for our people;
- Extra benefits: We offer flexible working hours, Friday afternoon drinks in our very own bar (bi-monthly themed versions of this including dinner), table tennis, monthly chair massages, Wednesdays toastie lunch, and many more. Interested to learn more? Check our employee guide!
What you bring along:
- Obtained a Bachelor or Master degree;
- Near (native) skills in English;
- A minimum of 5 years of customer experience or similar (Customer Success, Customer Community Manager, Customer Marketing, Customer Journey specialist) at a Tech/Software B2B company;
- Experience collecting and analyzing customer feedback;
- A solid understanding about implementing customer-facing online tools (online communities, e-learning, LMS, help site);
- An entrepreneurial mindset, always trying to come up with new project ideas;
It all started in 2007, with a pizza and a plan. One evening in Rotterdam, the Netherlands, five people came together over a pizza and set out to create a B2B e-commerce platform unlike any other. And Sana Commerce was born.
Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. How? By making our customers’ SAP or Microsoft Dynamics ERP and e-commerce work as one. This unlocks total customer convenience, reliability without compromise, and constant evolution.
Sana Commerce is currently powered by more than 500 employees. We all have our own expertise and specialties, from sales and marketing to project management and more. But we’re all driven by the same goal: to make our customers’ e-commerce projects a success.
Our core values
So, what does being a part of the Sana team mean? Below is a list of our core values — the most important beliefs we look for in new colleagues and the foundation of our company culture. They guide us in our decision making and they define Sana’s personality as an organization.
- Entrepreneurial. Sana exists today because a few people had a great idea and brought that idea to life. Sana continues to grow and thrive because that same entrepreneurial spirit is still strong within the company.
- Result driven. We’re an ambitious group here at Sana, there’s no denying that. We set tough targets and give our all to reach them. Of course, we also know that being result-driven is about more than just KPIs. It’s about creating value, tackling challenges head-on, and supporting our colleagues in reaching their goals.
- Committed. We’re in it for the long haul. Through good times and bad, we stick together because we believe in our product, our promise and our people.
- Team spirit. We love working together, learning from each other, and celebrating success. At Sana, everyone is eager to help their colleagues and success is always a team effort.
- Learning mindset. Sana Commerce employees will tell you when they know something and when they don’t. If they don’t, they’ll be committed to finding the answer. They are constantly looking to improve and challenge their existing knowledge base.