Customer Success Manager - Remote

Overview

The Customer Success Management (CSM) department is a part of Leaseweb Global BV and represents the voice of our customers within the organization. In doing so, the CSM supports our most important customers through the post-sales customer lifecycle. For example, with customer adoption, ongoing support, product improvements, renewals and expansions. Furthermore, CSMs are the main interface for all support-related inquiries and build relationships with all relevant stakeholders as a trusted advisor in order to maintain customer loyalty & customer satisfaction while simultaneously strengthening the relationship with the business.

In Short

• Builds strong relationships with customers through regular customer contact, visits and calls
• Being the main point of contact between the company and a portfolio of named accounts
• Creates customer awareness within Leaseweb and acts as “the voice of the customer” internally
• Coordinates escalations of the portfolio customers within Leaseweb and functions as the main point of communication for customers regarding these escalations
• Analyzes, reviews and reports performance results against criteria established in SLAs and OLAs with customers
• Establishes and maintains strong working relationships with Senior Sponsors, Department Heads, Process Owners, Business Unit Directors, etc.
• Creates practical information, procedure reports and monthly customer reporting in close cooperation with Team Managers and Process Managers
• Establishes a service review process; planning, organizing and facilitating recurring meetings internally
• Suggests improvements on all customer facing applications in use within Leaseweb
• Makes Process Managers understand the service management requirements for proposed new services and changes, including the impact on customers
• Creates and maintains all Customer Success related documentation
• Contributes to developing, coaching and mentoring team members to improve performance and reach their full potential
• Acts as project manager in case of new, large deliveries or renewal of customers

Requirements

• 4+ years of working experience in a similar (or relevant) role
• Significant experience working with customers, internal stakeholders and project management
• Contract/engagement/relation/project management experience
• Proven customer centric mind-set
• Strong teamwork attitude and social skills
• Ability to work under pressure, set priorities and analyze problems
• Driver’s license B
• Dutch speaker with excellent oral and written communication in English
• Plus: ITIL Service Management (foundation), Prince 2/PMBOK methodology experience

Benefits

• Participation in annual company bonus scheme and company pension
• Internet allowance and travel allowance
• Working from home policy
• Lease bike plan
• 25 days of paid time off (and the option to buy or sell up to 5 more days)
• Free lunch, parking, and fresh fruit provided when in the office
• Attractive relocation packages and an agency that takes care of the entire visa process
• Access to the Leaseweb Academy, a personalized learning platform offering a variety of studies, (Dutch) courses, and trainings
• Fun events year-round – from virtual pub quizzes to summer parties, company runs, quarterly hackathons and much more
• Monthly after work drinks
• A multicultural work environment (our colleagues are from over 60 countries!) in a company where you can truly make a difference