MATCHING TALENTS

Customer Success Manager

Functie omschrijving Customer Success Manager

The primary responsibility of the Client Success Manager is to retain the existing Client base. As a Client Success Manager, you will drive Client adoption of products, monitor the overall health and wellbeing of the Client base, and educate Clients on best practices for implementation and product usage. You will be a trusted advisor to the Client base, helping them succeed using a platform and ensuring that they receive maximum value from the services they have chosen. For this, you are also involved in the onboarding phase. You’ll be responsible for understanding Client requirements, conducting training, driving adoption and retention, and ensuring ongoing Client satisfaction. The Client Success Manager is also responsible for handling escalations for assigned Clients by taking ownership. Besides that, he’s supposed to spot opportunities for cross- and upsell with his Clients.

Task & Responsibilities​


● Ensure a successful onboarding process by working with the Service Delivery team
● Help set Client expectations and ensure they understand the value of the cloud services that
they’ve implemented
● Work with the Support team to resolve tickets and to correlate related tickets and issues
● Manage at-risk accounts by proactively monitoring and addressing account health issues
● Pro-actively monitor platform and service usage to ensure user adoption
● Increase Client retention by assuring user adoption of the products occurs throughout
the Client’s organization
● Act as a point of Client escalation during high urgency or high severity situations, including
(potential) security incidents & data breaches. Addresses and manages Client communications
and incident resolution
● Attend Client meetings
● Pro-actively spot up- and cross-sell opportunities
● Work cross-functionally with Account Managers on revenue expansion opportunities, as
● well as our Product & Consultancy team on providing user experience feedback to our
● Development teams.
● Drive product adoption for your assigned accounts by implementing a cadence and touchpoint strategy within the Client Triangle, with Sales and Product & Consultancy
● Further the value of products and services through direct communication with Clients
● and an understanding of their measurable results, business objectives and challenges
● Anticipate Client needs and potential issues in a way that enables the Client to take a
● proactive approach to their employee engagement and culture initiatives
● Provide and/or facilitate ongoing Client trainings
● Quality monitoring on all Client interaction, including Client communication by other colleagues

Functie eisen Customer Success Manager

● Bachelor’s degree
● 3 to 5 years of experience in Customer Care, preferably in the field of Networking or Communication Software
● General understanding of software and Cloud Services
● Driver’s license
● High-level EQ (Emotional Intelligence)
● Strong interpersonal, written and oral communication skills, both in English and in Dutch
● (German is a plus)
● Accurate
● Ability to multi-task
● Strong Client service and teamwork skills. Professional demeanor to maintain and enhance

Bedrijfsprofiel

Our client offers a complete portfolio of smart ICT / Telecom services to control and monitor customer
contact. These services are provide as Software-as-a-Service. With this software, organisations can
tailor their service level to their customers and get the maximum return from every contact, no matter
where or how it takes place. The company has grown considerably in recent years.

Publicatiedatum

17.03.2020

Contactpersoon

Ingrid Volwater

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