Customer Success Manager (Dutch and English) @ Verizon
Job Information
Job Description:
Key Responsibilities:
- Verify key business objectives the customer is looking to achieve, understand what success means to them, and build a success plan towards there.
- Accelerate speed to value by enabling customers to start benefiting from the product during the onboarding phase.
- Drive product adoption through available digital content as well as group or individual training sessions.
- Develop and maintain relationships with key customer stakeholders and decision makers.
- Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
- Proactively monitor early churn indicators and step in with needed actions to prevent customers from leaving.
- Actively look for growth, referral, and expansion sales opportunities.
- Proactively manage renewals pipeline identifying and addressing potential risks.
- Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
- Forecast, execute and meet key account performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth.
- Advocate for customers internally by sharing their voice.
- Support the local team with contractual matters and project work.
- Actively cooperate with related stakeholders and teams across the globe.
What we’re looking for
An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics/SaaS industry with a clear understanding of what drives customer experience, retention and growth, as well as a strong willingness to develop further.
You’ll need to have:
- Bachelor’s degree or relevant work experience
- Work experience in a commercial customer facing role preferably as a Customer Success Manager or Account Manager in SaaS business
- Fluent written and verbal communication in Dutch and English.
Even better if you have one or more of the following:
- Communicative verbal and written skills of another European language.
- Previous experience working with SAP, Salesforce and Gainsight.
- Previous experience with IoT products and solutions.
- Previous experience retaining customer base and growing revenue
- Excellent communication, listening and analytical skills.
- Excellent time management, organizational and prioritization skills.
- Structured “can-do” approach to open matters and tasks in a demanding environment
- Methodical and conscientious documentation skills.
- Willingness to develop while identifying opportunities over self-reflection
Benefits:
Experience Level: Mid-Senior
Work From: Onsite
Company Information
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