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Senior Customer Success Manager

Netherlands, Noord-Holland, AmsterdamCommercial

Job description

As a Senior Customer Success Manager, you will work from Speakap’s Amsterdam office and be responsible for a portfolio of accounts across the EMEA region. Fundamentally, you ensure that customers are guided through an effective and successful implementation process and continue to derive constant value from our platform. The end goal? Delivering a successful platform for Speakap’s customer and maintaining a solid customer relationship, preventing churn, securing renewals and creating upsell opportunities.

Stakeholder management

Your goal will be to help make our customers successful by helping them achieve their desired outcomes. Your performance will depend on your ability to identify customer needs, solve real-time challenges, balance high-priority demands from competing stakeholders while maintaining strong relationships with both c-suite as well as your operational counterparts on the customer side.

Revenue responsible

You will be a key member of the team with significant revenue responsibility (churn and upsell) for your specific client portfolio.

Job requirements

Your Responsibilities

  • Coordinate, execute, track and deliver Speakap implementation for our customers

  • As a project owner you work closely with internal teams (e.g. TIM, Support and development) to ensure timely delivery to customers (e.g. white label apps, network set-up, integrations and user sync)

  • 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 to shape and prioritize roadmap.

  • Handle escalations and work in close cooperation with TIM and support to resolve issues

  • Identify and drive upsell opportunities

  • Identify cross sell opportunities and inform sales and regional management.

  • Safeguard a uniform way of working for onboarding of our clients

  • Share learnings and industry insights across Sales and Customer success teams in Amsterdam and abroad.


The 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.

  • Are fluent in English and preferably Dutch

  • 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 an academic level.

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

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

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

  • Have 7+ years of work experience in customer-facing role.

  • Experience providing and driving strategic direction and guidance to Technical Support teams and direct reports

  • Possesses a continuous improvement mindset of ownership, honesty, accountability, empowerment and trust

  • Ability to deal with (sensitive and/or personal) data with integrity and care.

  • Have experience in a SaaS environment

  • Ability to easily adapt to different situations and customers


What We offer

  • An international and open minded team

  • Plenty of room for your own ideas

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

  • Competitive salary & Stock 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

*Speakap is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, religion, colour, marital status, medical condition, pregnancy, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age, or disability. We celebrate diversity and we are committed to creating an inclusive environment for all employees.

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With over 100 employees we change how frontline and office workforces work together. We have high expectations, not only of our platform and it’s integrations, but also of the people we work with. We love working smart and having fun while building software people actually want to work with and helping our customers in making work and collaboration easier. This is what we did before at companies like Zalando, Atlassian and Heineken. No matter where you’re from, we hope you’ll bring and share your expertise and dedication. Together we’re Speakap.