Customer Experience Manager

Department

Ecommerce & Digital

We're GemOne, a start-up global tech company. We work in the field of telematics.

Tele-what-ics?? Yes, we're fully aware that telematics isn't something most people know a lot about but you are lucky We have a white paper at tells you all about the world of telematics. If you're willing to learn and you have skills to share, then you might just find out that this company, role, and industry are a perfect fit for you.

We co-create cloud-based solutions and the necessary hardware components to gather data from industrial equipment, which our customers then use to streamline their industrial fleet management. In a nutshell, we make technology that helps companies look after their industrial machinery and business better — we enable them to work safer and more efficiently, and save time and money.

We are looking for a commercially astute professional who can bridge the gap between high-level sales strategy and flawless operational execution. You won't just \"support\" sales; you will be the architect of customer success, managing complex projects and driving revenue growth through a deep understanding of our technical ecosystem and market dynamics.

• Commercial Strategy & Business Development

• Business development: work together with outside sales reps to create that critical customer value and turn leads into buying and recurring customers, while also being able to work on larger deals autonomously without prior lead intros by the outside sales colleagues

• High-value account management: Act as the lead commercial contact for key accounts. You will identify cross-selling and upselling opportunities by analyzing customer fleet data and operational pain points.

• Sales enablement: Design and deliver high-impact presentations to new dealers and end-users, positioning GemOne as the indispensable technology partner.

• Project Management & Operational Excellence

• End-to-End project ownership: Lead the delivery of high-value implementations from initial scoping (A) to final handover (Z). You own the project timeline, resource allocation, and stakeholder communication.

• Process engineering: Break down internal silos by aligning outside Sales, Operations, and Technical teams. You will translate complex customer requirements into clear internal workstreams to ensure a seamless \"Trial-to-Sales\" transition.

• Strategic problem solving: Manage multi-channel, technical client requests not just by \"responding,\" but by assessing the root cause and implementing long-term solutions that drive customer retention.

• Stakeholder Management & Feedback Loops

• Cross-functional leadership: Act as the strategic link between the field and the product management team. You will synthesize feedback from customers and internal technical staff to influence the Product Roadmap.

• Managerial interaction: Regularly report on portfolio performance and market insights to senior leadership, providing data-backed recommendations for regional growth.

• Team Mentorship & Expertise

• Commercial coaching: Onboard and mentor junior sales team members, sharing \"best-in-class\" commercial tactics and technical product knowledge.

• Operational liaison: Act as a direct point of contact for the Operations team, coordinate daily tasks together and serve as the internal escalation point for complex customer experience issues.

• Commercially astute: You have a proven track record of hitting sales targets and understand the levers of profitability within a B2B environment.
• Project management acumen: You are disciplined, organized, and capable of managing multiple high-stakes projects simultaneously without losing sight of the details.
• Influential communicator: You can move effortlessly between a technical discussion with a mechanic, a commercial negotiation with a dealer, and a strategic briefing with the GemOne management team.
• Analytical mindset: You don't just report data; you interpret it to find the next big opportunity.

• Master's degree or equivalent in experience.
• 5+ years of proven experience in a B2B environment, preferably in digital business (ERP, IoT, SaaS…) and/or material handling or heavy industry.
• Excellent communication and organizational skills.
• Proficient in reading, writing, and conversing with customers in English and French. Any additional main languages (Spanish / German / Dutch / …) are a plus.
• A team player with a flexible attitude, and self-motivated to work independently and taking initiative.
• Strong analytical skills, result-oriented, and responsible.
• Problem-solving attitude and aptitude.
• Strong ability to work in multiple systems (ERP, CRM, WMS, etc.).
• Ability to travel up to 40%.

What else is cool about working with GemOne?

• We have the backing of TVH, a large global corporation which gives us stability and network.
• We know life isn't \"one size fits all\" so we offer flexible working hours and hybrid working arrangements.
• We offer an attractive salary package, company car, the possibility to lease a bike and we wouldn't be a tech company without offering you a laptop and iPhone right?
• Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses
• Aside from the above mentioned, you will also be able to learn from a joyous mix of high-potentials and well seasoned professionals.

If you want to learn a lot and very quickly, then you've come to the right place

Recruiter

Lien Vanneste