We are looking for a service oriented Client Succes Manager!

Tasks & Responsibilities:

  • Ensure a successful onboarding process by working with Evolve IP’s Service Delivery team 
  • Help set Client expectations and ensure they understand the value of the cloud services that they’ve implemented from Evolve IP 
  • Work with the Support team to resolve tickets and to correlate related tickets and issues 
  • Manage atrisk accounts by proactively monitoring and addressing account health issues 
  • Pro-actively monitor platform and service usage to ensure user adoption 
  • Increase Client retention by assuring user adoption of Evolve IP’s products occurs throughout the Client’s organization  
  • Act as a point of Client escalation during high urgency or high severity situations, including (potential) security incidents & data breaches. Addresses and manages Client communications and incident resolution 
  • Attend Client meetings  
  • Pro-actively spot up- and cross-sell opportunities 
  • Work cross-functionally with Account Managers on revenue expansion opportunities, as well as our Product & Consultancy team on providing user experience feedback to our Development teams. 
  • Drive product adoption for your assigned accounts by implementing a cadence and touchpoint strategy within the Client Triangle, with Sales and Product & Consultancy 
  • Further the value of products and services through direct communication with Clients and an understanding of their measurable results, business objectives and challenges 
  • Anticipate Client needs and potential issues in a way that enables the Client to take a proactive approach to their employee engagement and culture initiatives 
  • Provide and/or facilitate ongoing Client trainings 
  • Quality monitoring on all Client interaction, including Client communication by other Functional Areas 
  • Participate in Sales and Product trainings 
  • Internal and external reporting: 
    • Provide periodic updates to internal stakeholders 
    • Provide periodic updates to Clients
  • Promote our self-service portals and provide instructions to Clients 

Knowledge & Skills:

    • Bachelor’s degree 
    • 3 to 5 years of experience in Customer Care, preferably in the field of Networking or Communication Software 
    • General understanding of software and Cloud Services  
    • Driver’s license 
    • Highlevel EQ (Emotional Intelligence) 
    • Strong interpersonal, written and oral communication skills, both in English and in Dutch (German is a plus) 
    • Accurate 
    • Ability to multi-task 
    • Strong Client service and teamwork skills. Professional demeanor to maintain and enhance relationships 
    • Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria to ensure that schedules and performance requirements are met 
    • Learning agility: open to acquiring: 
    • In-depth understanding of the Evolve IP services & troubleshooting tools 
    • High-level knowledge of network and Client architecture 

We offer:

  • A permanent job, starting with a contract for a temporary period
  • A social, committed and international working environment
  • A fun and enthusiastic team
  • Education and training opportunities
  • Lunch and fresh fruit at the office
  • Weekly snack day
  • Discount for the gym next door

Applications

Your application, together with your curriculum vitae and motivation, can be sent to jobapplication@evolveip.eu

Please note that acquisition to this vacancy is not appreciated