Customer Success Manager

Key focus areas of the role:

· Drive collaboration on a regional level between the various functional customer success teams and Sales/sales partners;

· engage the regional customer success teams with transparent communication, clear goals and objectives;

· use data insights to support planning and strategy for the regional team;

· define the regional contact strategy for your region and ensure there is a personal and personalized interaction approach in place covering the full customer base;

· are responsible and accountable for the management of your region’s customer portfolios in terms of Customer Experience, Adoption, Retention & Revenue growth;

· manage, mentor/ coach a team of regional customer success management representatives;

· own the complete customer life-cycle of on-boarding, adoption, expansion and renewal of your region’s customers;

· actively drive the development of the team, share best practices and ensure new team members receive a thorough and consistent onboarding;

· manage daily operations and reporting on departmental as well as team KPI`s, identify improvements and propose corrective actions.

· Responsible for formulating and executing the regional strategic Customer Success plans and work closely together with the regional Customer Support, Administrative support, fulfilment and project team members on projects to improve customer experience and loyalty.

Requirements:

· Languages: High level of business English and fluent in Dutch is required Excellent communication, presentation and project management skills.

· Experience with CRM within a B2B environment. You know how to balance personal interaction with personalized/automated interaction.

· At least 5 years of management experience in an international environment.

· You are able to effectively manage multiple projects and deadlines under pressure while keeping focus on your main priorities.

Salt is acting as an Employment Agency in relation to this vacancy.