Customer Success Manager (Dutch and English)

Job Description

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

This role is within Verizon Connect. They provide software as a service fleet management solutions to organizations of all sizes in various industries across the globe. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 18 countries, we have helped organizations in cutting costs, improving productivity and getting a positive ROI with our award winning solutions.

We are currently seeking a Customer Success Manager to join our team in Amsterdam, Netherlands.

The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a CSM you will manage assigned customer portfolio as your own book of business. Key activities include but are not limited to understanding customer goals, creating success plans and guiding customers through, identifying and managing churn risks, discovering growth and expansion sales opportunities, be the voice of the customer.

Essential job functions:

• Verify key business objectives the customer is looking to achieve, understand what success means to them, and build a success plan towards there.

• Accelerate speed to value by enabling customers to start benefiting from the product during the onboarding phase.

• Drive product adoption through available digital content as well as group or individual training sessions.

• Develop and maintain relationships with key customer stakeholders and decision makers.

• Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.

• Proactively monitor early churn indicators and step in with needed actions to prevent customers from leaving.

• Actively look for growth, referral, and expansion sales opportunities.

• Proactively manage renewals pipeline identifying and addressing potential risks.

• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.

• Forecast, execute and meet key account performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth.

• Advocate for customers internally by sharing their voice.

• Support the local team with contractual matters and project work.

• Actively cooperate with related stakeholders and teams across the globe.

What we’re looking for

An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics/SaaS industry with a clear understanding of what drives customer experience, retention and growth, as well as a strong willingness to develop further.

You’ll need to have:

• Bachelor's degree or relevant work experience
• Work experience in a commercial customer facing role preferably as a Customer Success Manager or Account Manager in SaaS business
• Fluent written and verbal communication in Dutch and English.

Even better if you have one or more of the following:

• Communicative verbal and written skills of another European language.
• Previous experience working with SAP, Salesforce and Gainsight.
• Previous experience with IoT products and solutions.
• Previous experience retaining customer base and growing revenue
• Excellent communication, listening and analytical skills.
• Excellent time management, organizational and prioritization skills.
• Structured “can-do” approach to open matters and tasks in a demanding environment
• Methodical and conscientious documentation skills.
• Willingness to develop while identifying opportunities over self-reflection

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.