Customer Success Manager

Summary

Join Intercept as a Customer Success Manager for the Netherlands and become a strategic partner to our clients, helping them maximize the value of our Cloud Solutions. You will manage customer expectations, proactively address potential issues, and provide hands-on support. You will collaborate with technical teammates, ensuring timely resolution of customer questions and concerns. Your responsibilities include managing customer relationships, ensuring smooth onboarding, informing clients of new developments, monitoring customer needs, setting retention goals, identifying upselling/cross-selling opportunities, and measuring customer satisfaction. You will also assess complaints, manage escalations, and oversee the delivery of managed services. This role requires strong communication and relationship-building skills, experience in a similar role, familiarity with the Microsoft landscape, and proficiency in English and Dutch.

Requirements

• 2-3 years of experience as a Customer Success Manager or a similar role in a Managed Service Provider company
• Strong Familiarity with the Microsoft Landscape
• A commercial drive, a strong sense of responsibility, and organizational skills
• Skilled in relationship management with the ability to regularly visit our customers in the Netherlands
• Presentation skills to deliver product demos and presentations
• Professional proficiency in both English and Dutch is required

Responsibilities

• Managing customer relationships and expectations. You are the main point of contact and stay in close communication with clients
• Ensuring a smooth onboarding process for new customers
• Informing clients of new developments, tools, or industry changes that may impact our services
• Monitoring customer needs and translating them into specific goals that you and the customer work toward together
• Setting clear goals for customer retention and identifying opportunities for up-selling and cross-selling our services
• Identifying and discussing results to justify and promote our services, including our Managed Services
• Leading efforts to measure customer satisfaction via surveys and actively contributes to optimizing the customer journey
• Assessing complaints and issues, managing escalations, and improving service use and customer experience
• Overseeing the delivery of promised managed services by monitoring progress, tracking key commitments, and reporting on performance. Work closely with service teams to ensure delivery meets customer expectations

Benefits

• ���400 to set up your home office and a DeskGuru consultation to ensure ergonomic working conditions
• Work in Flexible , Remote First environment with a lot of Autonomy !
• We care about your mental well-being. Intercept provides an Open-up account for Therapy purposes that your family can also use
• Study during work hours? No problem! We provide time and space for professional development
• We also value the future, so our pension conditions are up to date!
• A personalized welcome pack with your laptop and all the tools you need to hit the ground running
• Collaborative and Friendly Team
• Be part of a fun, Inclusive culture and attend our great In-person events: Interceptival & Wintercept