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Head of Customer Strategy & Consulting

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Solliciteren

Head of Customer Strategy & Consulting

pWe’re looking for someone who gets it. Someone who sees the chaos of modern knowledge work and thinks “we can do better than this.” Someone ready to transform Elium’s existing consulting services whilst building upon our strong foundation to unlock our 150+ customers’ knowledge potential. /ppThis isn’t your typical customer success role. You’ll be the strategic bridge between boardrooms and operational teams – working directly with C-suite and innovation leaders at BCG, BNP Paribas, L’Oréal, and other industry giants while ensuring seamless execution at the operations level. The exciting part? You’ll master both worlds: translating executive vision into operational reality and bringing ground-level insights back to strategic decision-makers. You’ll position our European AI-powered platform as essential to their transformation stories while making sure it actually works for the people using it every day. /ph3ABOUT US /h3pWe bring calm to the chaos. That’s not marketing speak – it’s what we actually do. /ppAs pioneers in B2B SaaS knowledge management, we’ve built an AI-powered platform that doesn’t just store information – it orchestrates it. We turn scattered expertise into accessible wisdom that teams across the globe can actually use. When organisations talk about becoming “AI-enabled,” we become part of their brain. /ppOver 150 leading organisations trust us with their most valuable asset: their knowledge. From global consulting powerhouse BCG to major players in banking, beauty, energy, technology, retail, agriculture, food, and pharma. We’re a European, Belgium-based company that scales thoughtfully – from intimate 50-person customer service teams to global rollouts beyond 20,000 employees. /ppWhat sets us apart? Our customers tell us it’s our passion, expertise, and genuine proximity. We don’t just deliver a platform; we deliver transformation. We’re a small, lean, and flexible team that believes in superpowers over headcount. We’re scaling our impact without necessarily scaling our people – looking for exceptional individuals who can amplify what we achieve together. /ph3WHAT YOU’LL ACTUALLY BE DOING /h3pThis is your chance to shape something that matters. You’ll lead our customer services strategy whilst transforming Elium’s existing Consulting Services to help organisations unlock knowledge transformation they didn’t know was possible. The unique opportunity? You’ll be the bridge between C-level strategic vision and operations-level execution – ensuring initiatives that start in the boardroom actually deliver results on the ground. /ph6Customer success consulting strategy (your main focus) /h6ulliShape the future of Elium Consulting Services and how we approach strategic customer engagements /liliWork directly with executives to define transformation vision while partnering with operations teams to ensure seamless execution /liliMaster the art of bridging boardroom strategy with operational reality – translating executive goals into actionable plans that actually work /liliLead our evolution into the strategic consulting partner that drives knowledge transformation initiatives at every organizational level /li /ulh6Supporting growth (equally important) /h6ulliHelp existing customers expand their platform use in ways that make sense for them /liliSupport our sales team on strategic opportunities and major proposals /liliIdentify growth opportunities within our customer base /li /ulh6Amplifying our presence community (important but secondary) /h6ulliRepresent us at industry events and establish us as the definitive voice in knowledge sharing /liliCapture customer stories that show real impact, not just metrics /liliGrow our customer community through workshops, user clubs, and content that actually adds value /li /ulh6Influencing strategy product (important but secondary) /h6ulliBring customer insights to our product and business strategy decisions /liliBridge the gap between what customers need and what we build /liliWork with leadership teams across the business /li /ulh3WHAT WE’RE LOOKING FOR /h3h6Experience that counts /h6ulliYou’ve spent 7-10 years building expertise in strategic customer success, management consulting, or leading SaaS advisory services. /liliYou’ve been in senior strategic or executive roles for at least 3 years, developing consulting practices and driving transformational client outcomes. /li /ulh6Skills that matter /h6ulliStrategic bridge-builder: You excel at connecting C-level vision with operational execution – translating boardroom strategy into actionable plans that work for end users /liliDual-level expertise: You’re equally comfortable presenting to executives and collaborating with operations teams to ensure successful implementation /liliStrategic thinking: You can conceptualise consulting frameworks while executing practical solutions /liliCollaborative influence: You work effectively across teams and drive strategic initiatives without needing direct authority /liliProblem solving: You’re resourceful and turn customer challenges into strategic opportunities /liliTech-savvy: You understand knowledge management technologies and can articulate their strategic value /liliFluent in French and English – you’ll need both for our European customers and consulting engagements /liliStrategic consulting or SaaS advisory background – you understand how to develop and deliver high-value consulting services that span from C-level strategy to operational implementation /liliLeadership experience – you’ve led strategic initiatives and driven consulting practice development /liliDeep AI understanding – essential expertise in AI applications, with ambition to evolve our offerings with cutting-edge innovations /li /ulh6Nice to have /h6ulliChange management experience – you’ve helped organisations transform /liliKnowledge management background – you understand how organisations capture, share, and leverage knowledge for business outcomes /liliCustomer Relations department experience – you have strong experience working with and understanding Customer Service operations and challenges /liliAdditional language skills – a plus for our pan-European customer base /li /ulh3WHY YOU’LL LOVE WORKING WITH US /h3h6Our approach /h6pWe’re built on trust, transparency, and genuine collaboration. We give people autonomy to do their best work while supporting each other to succeed. We’re passionate about what we do, but we also believe in balance and having fun along the way. As a remote-first team anchored in Belgium, we work internationally while maintaining strong connections across our distributed workforce. /ph6What we offer /h6ulliRemote-first flexibility – work from anywhere while staying connected to our Belgium-anchored international team /liliEmployment options – permanent role with competitive salary, or freelance arrangements for the right person /liliClear growth path – evolution towards team management and broader leadership responsibilities as services expand /liliFull mobility package – company car and phone /liliGreat kit – latest laptop and tools you need /liliExtra time off – 6 additional holiday days on top of the standard 20 days /liliTeam connection – regular events and activities /liliGrowth opportunities – chance to learn, develop, and make your mark /li /ulh6Ready to make knowledge work better? /h6pThis role offers the chance to transform something special whilst making a real impact on how organisations share and use knowledge. We’re looking for someone excited about leading transformation in customer services and helping establish us as the definitive platform for knowledge sharing in the AI age.br/ph3OUR SELECTION PROCESS /h3pWe believe this process should work both ways – it’s as much about you evaluating us as it is about us getting to know you. We keep it straightforward because we respect your time, and we want you to get a genuine feel for who we are and how we work. /ph6What you can expect /h6ulliInitial chat – Short video call to get to know each other and see if there’s a spark /liliStrategic conversation – Meeting with Greg, our CCO, to dive into the bigger picture /liliReal-world challenge – Time with our Customer Success team working through an actual business case /liliFinal conversation – Short meeting with Antoine, our CEO, to talk vision and fit /li /ulh3PRACTICAL INFORMATION /h3pstrongWhere? /strong AXIS PARK, Rue Emile Francqui 1, 1435 Mont-Saint-Guibert, BELGIUMbrstrongWhen? /strong Immediate start available for the right candidatebrstrongAny questions or want to apply? /strong Get in touch with us via with why this opportunity excites you and how your experience fits with what we’re building. /p #J-18808-Ljbffr

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