Paperbox

Manager, Customer Success

Qualtrics

At Qualtrics, I'm a Product Manager for Social Connect and a our Reporting Platform (XM Suite) 📈 💬 
- Developing and executing our product strategies
- Planning and tracking and our quarterly and yearly goals (OKRs/ Big Rocks)
- Cross-functional team liaison including design, marketing, engineering to make sure ideas become value enhancing features
- Attending and presenting at customer-facing events or conferences delivering roadmaps, breakout sessions and more. 
- Gathering feedback from customers and utilizing software, such as Amplitude, Coda,.. and more to understand our data and make smart decisions 
- Creating roadmaps for our products, based several variables to keep our product moving forward.  
- Mentor, coach and organize sessions with team members to help them grow and accelerate

Product Manager L5

Clarabridge

Working with key accounts and portfolio of $4M ARR by providing customer journey mapping, workflow, strategic consulting, training and coaching on feature functionality. 

Mentoring and coaching medior and junior team members by conducting 1-1s, training sessions, joining customer calls and have open “pick your brain” office hours. 
 
Bridging the gap between the Product and Services team as a Product Liaison to help summarize product feedback from the wider team, internal product features, nice to have’s and share gap analysis based on feedback and churn.

Senior Customer Success Manager L5

Ensuring clients’ happiness and satisfaction with Clarabridge Engage. From onboarding new clients, providing professional services, understanding the clients’ goals for social customer service and translating them into actionable insights.

Customer Success Manager L4

- Manage time and productivity to meet daily individual and team targets.

- Customer related management and help our current and future customers, primarily via written channels (emails & live chat messages), ranging from simple usage questions to circumstances that arise during technical or performance issues. (desk, Olark & Github)

- Maintaining a healthy and good relationship with all existing customers. 

- Liaise with other departments (Sales, Product & Engineering, Marketing) to address any cross-departmental issues impacting the customer, assist in webinars, product training,…

- Investigate customers’ questions when necessary, and resolve them in a timely and consistent manner.

- In cooperation with the development team, you will profoundly test (QA testing) new features for stability and user friendliness including suggestions and improvements for CX Social. 

- Write new support articles and update existing ones in the CX Social Support Center. 

- Act as a passionate internal advocate for the CX Social clientele’s suggestions and ideas.

Customer Relations & Support (fka Engagor)

Microsoft

Microsoft Belgium gave me the opportunity to do an internship at the marketing department of Xbox Belgium. 

During my internship I was responisble for several different tasks. I had to (co)-manage the social media accounts (Facebook and Youtube nl/fr) together with the content agency Head Office. Working together  with them I learned a lot about conversation management, content strategy and content planning. Head Office is a top notch agency and I’m grateful that I could work with them. We organized several competitions (Surface/ Xbox Christmas/Call of Duty Ghosts release) and other fun content games on our social media profiles to engage with the fans. Xbox Belgium took an amazing jump. Number of fans and engagement on Facebook skyrocketed. I’m really proud that I was part of such an amazing team. 

I also was responsible for PR activities such as newsletters, mailings, demonstrating new games/ and the new console (Xbox One). I planned meetings and did demo's for several agents. During my internship I was guided by Kathleen Kiebooms (Brand manager) and Guy Spaey (Product manager) who both learned me a lot. 

Guy took me to sales pitches and events (Activision - Call of Duty release) and Kathleen learned me so much about PR and communication. Both guided me that best way they could and I benefited from that a lot. 

I learned important things from them but I also learned to work and communicate with others in different languages, even the ones I didn’t like to speak openly, learned to plan and schedule events/ appointments, follow-up customer questions/care on Facebook, handle the prizes and distributed them accordingly when there was an online competition, create content strategies and write different copies. I felt accepted from the first day. Both did an excellent job during my internship, they couldn’t have done a better job.

Marketing intern Microsoft Xbox

Eurogamer Benelux

For a brief period I worked (on a voluntary basis) as an Editor at Eurogamer Benelux. Writing review articles for new and upcoming games. I've always been passionate when it comes to entertainment, gaming and technology and thought this was an excellent way to combine fun and work. 
I've written several articles for different games ex. Clash of Clans/ World Of Warcraft/ League of Legends/..  (mobile/PC).

Unfortunately after a couple of months the www.eurogamer.be website decided to stop their activities in Belgium.

Editor

Volvo Group Belgium

During my time as a student, ever since I turned 18, I always worked as student (when I didn't have class and on saturdays) at Volvo Parts Logistics Services Ghent. As an orderpicker at Volvo Parts I was in charge of customers orders and making sure their packages left the warehouse in time. Also learned to drive with different types of forklifts.  

Not only have I learned a lot of practical skills during these years but I've also learned a lot how to manage time, schedule, plan and communicate with others. I've learned a lot over the years and made some amazing friends.

Orderpicking

Coca-Cola

During my Freshman year I had the opportunity to work for the energy drink Burn. I accepted the offer to help Burn grow in the local area together with a Burn Account/Project manager. 
I was responsible for finding new prospects (as well as online/offline), following up on new local bars/ events that were activily looking for sponsors and/or closing deals that suited the energy drink Burn. I was also responsible for all the POS material on the event and the amount of stock. My assigned account manager, Stein Watteeuw, guided me throughout the process. 

During my period I was able to successfully manage a couple of Burn events in Culture Club Ghent, able to close deals with fraternities to exclusive sell Burn on all of their events during the year (VEK/VTK) and sponsor several local events for the brand Burn. I had an amazing time doing this and learned a lot.

Student Brand manager

👋 Hello there! I’m Thomas Martens, Customer Success manager and formerly Product Manager. Passionate about AI technology, customer centricity and creating value driven experiences. 

I have a degree Business Management - Marketing and post-graduate in Digital Communication, followed with over 10 years of experience in SaaS, PaaS and customer facing roles.  

As am passionate about experiences I also voluntarily worked on/ and helped with Grabblr, a gift giving/ list tracker for days and holidays that matter. 

I’m a someone that gets a whole lot of energy from seeing features being used and adopted by teams and brands. I’m always all-in and love motivating and or coaching team members to help them further enhance their career/ development. 

As a Product Manager for Qualtrics I owned 2 products of the suite; the social customer care and social listening application Social Connect (fka as Engagor) and I’m responsible for the landing experience and shared services for our Reporting platform. 

Developing and executing on product strategies, liaising with cross-functional teams, speaking and presenting at conferences, tracking and reporting our usage and metrics,… but what I love most is that I’m working and meeting with (Enterprise) customers from different industries (Airlines, FMCG, contact centers) on a regular basis to help transform their feedback into value enhancing features within the product roadmaps. 😘 .

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