Customer success & onboarding officer (w/m/x) (NL & FR)

Role overview Support customers adopting a digital healthcare platform by guiding them through setup, training, and ongoing use. As their main point of contact, you’ll help customers get value from the service, resolve obstacles, and share feedback that can improve the experience for patients and healthcare providers.

Responsibilities - Manage customer onboarding from initial setup through configuration and training. - Track implementation progress, identify challenges early, and coordinate solutions with sales, support, and technical colleagues. - Follow up with customers, monitor engagement, and encourage consistent use of the service. - Understand dissatisfaction and cancellation requests, propose appropriate responses, and support retention efforts. - Gather and analyze feedback, identify recurring issues, and work with internal teams on improvements. - Maintain trusted customer relationships and check that customers are achieving their goals.

Requirements - High school diploma, general education qualification, or equivalent. - Knowledge of customer service practices and common computer applications. - Strong written and spoken communication skills. - Confidence working with computers and IT systems. - Analytical problem-solving skills, attention to detail, and accuracy. - Team orientation, with the ability to balance independent work and collaboration. - Practical, adaptable approach when facing unfamiliar situations. - Professional fluency in Dutch and French; English is the common internal working language.

Benefits and work setup This is a full-time, fully remote position with occasional visits to an office in Luxembourg. Compensation and benefits are described as experience-dependent.