IT Customer Success Manager

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Oversee customer relationships and manage expectations as the primary point of contact.

• Maintain consistent communication with clients.

• Facilitate a seamless onboarding process for new customers.

• Update clients on new advancements, tools, and industry changes that impact services.

• Monitor client needs and convert them into collective objectives.

• Establish customer retention targets and identify upselling and cross-selling prospects.

• Analyze and discuss outcomes to advocate for services, including Managed Services.

• Lead initiatives to measure customer satisfaction through surveys.

• Assist in enhancing the customer experience journey.

• Evaluate complaints and issues, manage escalations, and enhance service usage and customer satisfaction.

• Supervise the delivery of promised managed services by tracking progress, monitoring commitments, and reporting on performance.

• Collaborate with service teams to ensure that delivery aligns with customer expectations.

• Relay customer feedback to technical teams to refine services and support business growth.

⛳️ Requirements

• Minimum of 4 years of experience as a Customer Success Manager or in a similar capacity within a Managed Services Partner/System Integrator OR Cloud Infrastructure (Azure, AWS, or GCP).

• Strong knowledge of the Microsoft ecosystem.

• Commercial acumen, a robust sense of responsibility, and strong organizational abilities.

• Relationship management skills with the capability to regularly visit clients in the Netherlands.

• Presentation skills for product demonstrations and presentations.

• Professional/fluent proficiency in both English and Dutch is mandatory.

🏝️ Benefits

• Competitive salary along with a performance bonus.

• €400 to establish your home office.

• DeskGuru consultation to ensure ergonomic working conditions.

• Flexible, remote-first environment providing significant autonomy.

• Time and resources for professional development during work hours.

• Up-to-date pension conditions.

• Customized welcome pack including a laptop and all essential tools.

• Supportive and friendly team atmosphere.

• Enjoyable, inclusive culture.

• In-person events: Interceptival & Wintercept.