About the Job
As a CSM, your primary responsibility will be to foster positive relationships with clients and enhance the quality of our services to ensure unparalleled customer satisfaction. You will play a crucial role in coordinating, communicating, and managing various functions to deliver exceptional customer experiences.
Responsibilities
1. Drive customer success across the post-sales journey—Handover, Onboarding, Delivering Value, Renewal/Expansion, and Churn—by applying proven CS methodologies to achieve measurable outcomes and ensure customer satisfaction and retention.
2. Developing customer relationships: Establish strong relationships with key stakeholders, gaining a deep understanding of their needs and goals through regular check-ins and proactive outreach.
3. Upselling and cross-selling: Identify opportunities to upsell or cross-sell additional services to existing customers, working closely with the sales team to close deals.
4. Analyzing customer data: Utilize customer data to identify trends and insights that contribute to enhancing the overall customer experience, collaborating with cross-functional teams to drive improvements.
5. Staying updated on industry trends: Proactively stay informed about industry trends and best practices, applying this knowledge to enhance the customer experience.
6. Owner of the Escalation process: Take ownership of the Escalation process, ensuring high performance levels, accurate reporting, and establishing service improvement activities as needed.
7. Managing major incidents: Coordinate the resolution of major incidents, effectively communicating with stakeholders and conducting post-incident reviews for continuous improvement.
8. Drive internal and third-party service review meetings: Lead service review meetings to assess performance, identify improvements, evaluate quality, and streamline processes.
9. Validate contracts with account managers: Collaborate with account managers to validate contracts, ensuring feasibility and alignment with customer requirements.
10. Driven by continuous improvements and entrepreneurship: Demonstrate a proactive mindset towards continuous improvements, seeking innovative ways to enhance customer experience and business outcomes.
About You
11. Thorough knowledge of service best practices and profit and loss (P&L) management.
12. Technical expertise in IT, particularly in areas such as integration, application innovation or IoT, data platforms & analytics.
13. Strong communication skills to effectively connect with customers.
14. Proven ability in stakeholder management with a positive “can-do” attitude.
15. Customer-centric mindset with a goal-driven and problem-solving approach.
16. Ability to work collaboratively as a team player.
17. Demonstrated experience in a fast-growing and dynamic environment, managing multiple priorities under high-pressure situations.
18. Fluency in English (speaking, writing, and reading) is a must, with knowledge of Dutch and French languages considered a plus.