Customer Success Manager

il y a 2 semaines


Brussels, Belgique Brainwave Optigrators Temps plein

**Description**
- Role_

It is critical for us to provide our corporate customers with a great experience in all interactions they have with and in collaboration with our teams and our people. This continued focus on the customer experience is a top priority for our people in all actions we take, and we see the customer success manager as the driving force behind the customer experience for his/her customer(s).

In addition, we also want our cooperation with our most important customers and their use of our products and services to result in the desired results for our customers. This is what we call customer success.

Integrated services or Service integration is a perfect way to achieve this goal, because a good operational service model based on the principles of Service Integration and Management (SIAM) has many benefits for the customer(s).

As a Customer Success Manager, you will
- Build and lead the end-to-end Service Integration & Delivery team for your customer(s).
- Motivate and challenge your (virtual) team to make them take an extra step in increasing customer satisfaction in a cost-efficient way
- Take responsibility for the execution of the contract and check during the presales phase with the project, operations and service manager whether the proposed solution and service is feasible, complete and meets the business needs and ICT constraints of the customer
- Take responsibility for the End2End service integration of all involved service providers & manage the end-to-end service aspects, including SLA's and reporting for the customer.
- Be responsible for managing the Service Transition and Service Operations responsibilities, and act as a SPOC for the customer.
- Be responsible for the NPS of your customers
- Being responsible for the smooth cooperation between and the customer.
- Taken_
- Organizing and leading internal meetings with the end-to-end Service Integration & Delivery team, which consists of project managers, service delivery managers, customer solution architect, contract officers,...
- Set up good cooperation in the team and ensure good work processes to support the customer
- Organizing and leading the tactical governance meetings with the customer
- Carrying out regular customer satisfaction surveys at operational and tactical level, and ensuring that all relevant feedback is converted into concrete action points, followed up via an action register.
- Managing third-party service providers involved in your customer contracts
- Ensuring good cooperation with your customers' account managers
- Handle customer escalations
- Follow up on customer billing and payments

**Profile**
- Technical skills_
- Good general understanding of ICT services in multiple domains (networking, UC, cloud, security,...)
- ITIL4 fundamentals
- BE fundamental
- Good understanding of general service operations
- Good understanding of the most important basic financial concepts
- Good understanding of legal/contractual aspects
- Other skills and experience_
- Master's degree or equivalent through experience
- Strong business acumen gained through at least 8 years of experience managing large ICT accounts/projects and leading account/project teams in a complex environment
- Good leadership skills
- Results-oriented
- Preparation, being able to set priorities and ensure good follow-up
- Excellent oral and written communication and presentation skills
- Passionate about customer experience
- Anticipate and quickly adapt to different situations
- Be proactive
- Think commercially, without being a salesman
- Positive attitude and solution-oriented
- Communicative and assertive but with a strong sense of diplomacy
- Methodical and able to handle various problems autonomously
- Fluent in Dutch, English and French

Contract length: 12 months

**Salary**: From €600.00 per day


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