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, on-going 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 analyse problems
Driver’s license B
Ideally, native 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