Customer Success Manager

Job description

We don’t want to toot our own horn too much but we at Speakap currently have 500 customers, and we’re growing fast. So many customers, so many expectations to be exceeded… As Customer Success Manager, organizing and clear communication are our main responsibilities. If this sounds like the kind of role that would get you out of bed in the morning, then you’re in luck - we’re hiring.

As a CSM’er, you are the rock our customers cling to. You effortlessly take decisive actions. You are not afraid to make mistakes. You take a weird amount of joy in being the link between a question from the customer and our product’s technology. The thought of busying yourself with the implementation of our app with new customers and providing updates or changes to existing customers has you wild-eyed and eager to start. Is this you? Really? Nice… keep on reading.

Your responsibilities:

  • Coordinate, execute, track and deliver Speakap implementation for customers in the Netherlands.

  • As a project owner you work closely with internal teams to ensure timely delivery to customers.

  • Maintain precise and accurate project management. Inform customer and internal Speakap teams on project status, deadlines and key issues.

  • Provide (technical) training. Coach new and existing customers to ensure successful use of the Speakap platform. This will be accomplished by conducting (online) training sessions, and through email, phone, chat support, and -if needed- onsite visits.

  • Facilitate meetings, calls, follow-ups and other communications with customers and management throughout the business development and implementation stages.

  • Develop a trusted advisor relationship with customer and provide (strategic) advice to them during onboarding and implementation of the platform

  • Partner with customers to understand their current and future business goals and challenges. Anticipate the customer needs, and identify opportunities to drive adoption of Speakap. Ensure that success metrics are identified.

  • Empower customers to connect their goals and challenges with solutions in the Speakap platform while increasing usage and adoption.

  • Monitor health checks on a consistent basis in order to drive satisfaction, adoption, retention, and reduce churn.

  • Maintain a deep understanding of the product and serve as an advocate for customer needs regarding new features or enhancing of existing features. Translate customer feedback into product requirements and partner with the product and sales team to shape and prioritize roadmap.

  • Handle escalations and work in close cooperation with Technical Implementation Management and support to resolve issues.

  • Identify cross and/or upsell opportunities and inform sales and regional management.

  • Efficient onboarding and successful implementation of Speakap for your client portfolio in the Netherlands.

  • Safeguard a uniform way of working for onboarding of our clients in the Netherlands.

Job requirements

  • Put the wishes of the customer first and, if you had one, you’d wear a t-shirt saying “100% customer satisfaction” every single day.

  • Communicate clearly with both clients and colleagues, in both Dutch and English.

  • Know what the word 'tact' means and know how to use it in your contact with customers.

  • Are some sort of project management modern wonder, keeping many balls in the air while maintaining a view of the big picture and continuing to work accurately.

  • Educated to BSc level.

  • Can easily adapt to different situations and customers.

  • Like to actively search for solutions to problems that customers face.

  • Can identify new Speakap best practices based on customer requirements.

  • Cooperate with other departments to translate wishes around customers' products into solutions.

  • You have entry level working experience in a customer-facing role.

  • Want to get started in a growing team and won’t hesitate to give input.

  • Deal with (sensitive and/or personal) data with integrity and care

  • You are fluent in Dutch and English

We offer:

  • An international and open minded team

  • Plenty of room for your own ideas

  • Competitive salary

  • Stock Plan & Pension Plan

  • Hybrid work policy; you work at our social hub (the office), your home office or abroad (max 120 days per year)

  • Regular drinks and other fun team events

  • The latest MacBook and a budget for home office

  • Opportunities for personal and professional development at our Speakap Academy (company training days & personal development budget)