As a Customer Success Manager for the Netherlands, you’re more than just a relationship manager, you’re a strategic partner to our clients. With your experience and insight, you help customers get the most value from our Cloud Solutions. Whether it’s resolving day-to-day issues or leading high-level strategic discussions, you’re a trusted advisor they can count on.
If putting the customer first is second nature to you, read on! You could be the go-to contact our clients rely on.

ABOUT US:

Digitization has fundamentally changed our world and technology now plays an unavoidable role in our daily lives. We at Intercept cater to that change to make software-driven organizations work faster, more efficiently and more securely. Without them actually noticing we’re there! Our expertise is demonstrated through the certifications and acknowledgments we’ve earned from both Microsoft and our valued customers. We call ourselves Interceptors and we have created an atmosphere of a “community within a community.” With a high Avengers attitude (“I can do this all day”) we are working daily to empower our customers and each other. We are ambitious, driven and innovative. But make no mistake, we work hard but also get a lot in return.

KEY RESPONSIBILITIES:

As a Customer Success Manager, you’ll be part of our DevOps team. You manage customer expectations and take a proactive approach toward our clients. You anticipate (potential) issues and provide hands-on support to help guide clients successfully.
You work closely with your technical teammates, with whom you share customer feedback directly. This ensures that questions and concerns are addressed accurately and in a timely manner. In this way, you directly contribute to optimizing our service, ultimately resulting in business growth.

In summary, your tasks will include:

• 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.

WHAT MAKES YOU A FIT FOR THIS ROLE?

Your communication skills are on point, and you easily build and maintain business relationships. You enjoy working in a dynamic environment with a lot of responsibility. A varied set of tasks is a must for you. As a CSM, you possess the following:

• 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.