Customer Success Manager

Full-time | HBO | 32-40 hours

This is what you will do:

As Customer Success Manager, you are the central point of contact for our customers in the Netherlands and abroad. You will help them in the realization of success and proactively work on a solid partnership. You are always ready to unburden and support customers in their customer journey. You use your analytical ability combined with your commercial skills to connect customer needs with the added value of our products and services. Moreover, you proactively identify new (upsell) opportunities that you convert into new customer contracts.

You will be part of the commercial team and also work closely with a team of application consultants to continuously improve the customer experience. Your mission? Optimizing the customer experience by providing high quality service, attention to customer relationships, building service and customer retention!

Your duties include:

• Manage the entire “customer life-cycle,” including onboarding, adoption, mentoring, success and customer retention.
• Actively listen to customer needs and turn them into actions for the platform and additional services.
• Proactive (contract) management of diverse customer portfolio, including periodic discussion of performance and service level.
• Research commercial opportunities with the customer and capitalize on them (whether or not in conjunction with Sales).
• Contributing thoughts and ideas to improve our customer satisfaction and use of Optimum Assessment Platform further improve.
• Identify and implement improvement opportunities in service offerings.

What you bring:

We are looking for a Customer Success Manager who thinks in terms of opportunities and possibilities. To be successful in this role, you will meet the following requirements:

• You are an energetic professional with at least HBO working and thinking level and experience in a similar role.
• You have a commercial and proactive attitude and excellent communication skills.
• You are service-oriented and recognize opportunities and challenges before they are expressed.
• You can work well independently, but also enjoy working with your colleagues.
• You interact easily with stakeholders at different levels and have the necessary persuasiveness.
• You are someone who values customer satisfaction and always thinks one step ahead.
• You have a good command of Dutch and English. German, Spanish and/or Italian is an advantage.
• You bring a good dose of positivity, decisiveness, humor and ambition.