Account Manager

Apex Elite; Den Haag; On-site; EUR 40,000 - 65,000; Full time

Job summary

Apex Elite in The Hague, Netherlands, seeks an Account Manager to drive CX consultancy services, data analysis, and insight delivery for our client's business functions. You will engage directly with customers, identify opportunities for growth, and support customer success activities across the lifecycle.

The role emphasizes understanding customer challenges, leveraging storm® solutions, and upselling where appropriate while collaborating with internal teams to deliver outcomes.

Qualifications

• Fluency in both Dutch and English.
• Knowledge of, passion for, or practical experience with artificial intelligence and its applications.
• Previous experience selling and delivering consultancy or professional services.
• Demonstrable interest and experience in selling a product, solution, or concept.
• A proven track record of delivering transformation and change projects through effective stakeholder management.
• Experience implementing customer satisfaction frameworks and conducting insight analysis.
• A genuine passion for using technology and AI to improve customer experience.

Responsibilities

• Act as an ambassador for our client’s customer experience across all customer-facing departments.
• Identify and propose customer success criteria and CX/UX opportunities during the bid process.
• Proactively work with key customers to understand their industries, value drivers, and business processes.
• Help customers optimise their use of storm® solutions and become their trusted partner.
• Train, coach, and mentor colleagues on customer success drivers and CX/UX positioning.
• Organise and host customer workshops addressing key challenges and delivering outcomes.

Skills

Dutch language

English language

AI experience

Consultancy sales

Stakeholder management

Customer success

Transformation projects

Job description

On behalf of our client, we are looking for an Account Manager to join their office in The Hague, Netherlands.

The Account Manager will work across our client’s business functions to innovate and accelerate successful customer outcomes. Working directly with customers, the successful candidate will identify opportunities to deliver professional services through established CX consultancy, data analysis, and insight services.

This role requires a strong understanding of customers’ challenges and how they can leverage our client’s existing storm® solutions to improve their user experience and customer experience. The successful candidate will also identify opportunities for future growth and upselling while supporting internal customer success activities, including our client’s CSAT framework.

Location: The Hague, Netherlands

Key responsibilities

Customer relationship management

• Act as an ambassador for our client’s customer experience across all customer-facing departments.
• Identify and propose customer success criteria and CX/UX opportunities during the bid process.
• Proactively work with key customers to understand their industries, value drivers, and business processes.
• Help customers optimise their use of our client’s storm® solutions and become their trusted and valued partner.
• Train, coach, and mentor colleagues across our client’s organisation on customer success drivers and the effective positioning of CX/UX.
• Proactively organise and host customer workshops that address customers’ key challenges and provide solutions that deliver their required outcomes.

Adoption, utilisation, and customer satisfaction

• Develop a strong technical understanding of our client’s storm® solutions and proactively share best practices with customers, enabling first‑time resolution.
• Assess customers’ usage and adoption of their existing solutions and identify opportunities for improvement and growth.
• Focus on optimising existing products and solutions through the delivery of professional service days each month.
• Identify synergies between customer aspirations and our client’s current and developing solution capabilities.
• Drive customer satisfaction by working with teams across critical moments in the customer lifecycle.
• Address areas requiring improvement while recognising and promoting examples of excellent customer experience.
• Demonstrate the impact of our client’s products and services by capturing successful outcomes from customer engagements and sharing them with commercial colleagues.
• Identify opportunities to deliver additional value by sharing and leveraging CX, deployment, and UX best practices.
• Work closely with our client’s marketing teams to showcase products and services, develop case studies, and facilitate customer references.
• Proactively encourage customers within the relevant sectors and territories to provide reviews on external platforms such as Gartner and G2.

Driving improvements

• Lead lessons‑learned sessions across our client’s business functions to identify opportunities for improvement.
• Create targeted action plans that address underlying causes fo customer concerns or negative sentiment.
• Work across departments to ensure ownership and successful delivery of improvement initiatives.
• Take personal ownership of customer escalations and pain points, working across our client’s organisation to resolve them and improve the overall customer experience.
• Provide weekly reviews of customer success outcomes and improvements delivered for both our client and its customers.

Research and insight

• Proactively identify relevant research and developments to maintain strong knowledge as a CX/UX industry expert.
• Gather insights during customer interactions to enhance our client’s understanding of its customers, sectors, and challenges.
• Share relevant insights with key internal stakeholders.
• Challenge internal blockers that prevent the delivery of a leading CX/UX experience supporting customer retention and growth.
• Work with colleagues to identify effective short‑term solutions and longer‑term improvements.
• Conduct internal and external customer reviews to identify win/loss trends and contribute findings to our client’s customer success framework.

Requirements

The successful candidate will demonstrate:

• Fluency in both Dutch and English.
• Knowledge of, passion for, or practical experience with artificial intelligence and its applications.
• Previous experience selling and delivering consultancy or professional services.
• Demonstrable interest and experience in selling a product, solution, or concept.
• A proven track record of delivering transformation and change projects through effective stakeholder management.
• Experience implementing customer satisfaction frameworks and conducting insight analysis.
• A genuine passion for using technology and AI to improve customer experience.