Customer Success Account Manager

Customer Success Account Manager (B2B Multichannel Solutions / FR/NL/EN )

Mission

Act as the single point of contact and key representative for a dedicated portfolio of active clients. Ensure the day-to-day execution of each client's contract across all financial, operational, logistical and commercial aspects within the company, in order to deliver an optimal client experience with a strong focus on responsiveness, proactivity and high-quality communication.

Responsibilities

As Customer Success Account Manager , your role will be to:

Portfolio management

• Act as the client's main point of contact following the sales and Project Manager (SAPM) phases, where applicable. Onboard clients onto the Speos platform for standard cases and prepare the operational aspects, such as planning, invoicing preparation and equipment orders, to ensure a smooth service experience from the start of production.
• Monitor the daily delivery of services, analyse it based on your knowledge of the client's needs and operational reality, and manage the administrative tasks relating to your assigned accounts to ensure relevance, accuracy and operational efficiency.
• Ensure that client issues are resolved effectively in coordination with internal teams and, where appropriate, handle simple first-line incidents to maintain a high level of satisfaction and service quality.
• Ensure that the production instructions recorded in the Axode interface comply with the client's contractual requirements and are sufficiently clear for the Production department.
• Monitor client payments and communicate any identified discrepancies to ensure reliable collection and anticipate the necessary corrective actions.
• Ensure the accuracy of the monthly production forecast generated by our planning tool by modelling clients' contractual behaviour based on information provided by the Account Managers. This includes creating behavioural formulas in our internal tool, generating monthly results, checking them and approving them.
• Handle complaints, qualify and analyse, or arrange for the analysis of, new client requests and ensure that appropriate solutions are proposed to meet contractual requirements, guarantee client satisfaction and strengthen the relationship of trust.
• Maintain proactive communication with clients to understand their evolving needs and propose value-added solutions or service improvements.
• Develop long-term relationships with clients to strengthen their loyalty and maximise the value of each account.
• Ensure the proper application of contracts and monitor budgets in collaboration with the Sales team to guarantee that services remain aligned with commercial commitments and financial objectives.
• Organise regular service reviews with clients, at least once a year. Present the status of the collaboration, service quality, operational matters, improvement proposals, potential opportunities and relevant information about Speos. Prepare the corresponding service review reports and share the information internally and with the client.

Administrative responsibilities

• Ensure that client data is kept up to date in the various management tools, particularly Navision and Salesforce, in collaboration with the Key Account Managers.
• Approve quotations relating to equipment orders in collaboration with the Service Coordinators, while ensuring compliance with Speos' margin requirements.
• Ensure that the Service Coordinators have the correct information required for invoicing, verify the accuracy of the invoices and follow up with the client.
• Enter pricing grids into Navision in collaboration with the Key Account Managers.

Profile

As Customer Success Account Manager , you have

• A bachelor's degree or equivalent experience, together with 7 to 10 years of experience managing clients in a complex, multichannel B2B environment.
• Experience managing a client portfolio and coordinating with various internal departments, such as Sales, IT, Production, Logistics, Finance and Billing.
• A strong affinity with technology environments and data flows. Knowledge of EDI, e-invoicing, XML or APIs is an asset. No software development skills are required.
• A good command of CRM and operational monitoring tools.
• Excellent communication skills in French and Dutch. Professional proficiency in English is an asset.

Proactive and solution-oriented, you take ownership of client requests, gather the necessary information and coordinate the appropriate stakeholders until a solution is reached. You assess the available options and their potential impact before proposing the most suitable solution.

Highly organised, you manage several priorities simultaneously, ensure rigorous follow-up of agreed actions and adapt your planning when unexpected situations