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

Company Information

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