Client Operations Specialist | Hoofddorp | Full-time

Get-e; Hoofddorp; Hybrid; EUR 52,000 - 74,000; Full time

Benefits offered by this job

NS Business Card

On-site gym

Holiday allowance 8%

Vacation days 25 days

Hybrid work: 2 days from home

Pension contribution 2.5%

Job summary

Get-e invites a Client Success Manager to own client relationships and act as the dedicated contact for a portfolio of clients. You guide onboarding, understand clients' businesses, and ensure interactions feel proactive and valuable rather than just tickets closed.

Based in the Netherlands, you will run regular check-ins, anticipate needs, and take ownership of issues with strong communication and a growth mindset. Hybrid work, with travel support and other benefits, are offered.

Qualifications

• 5+ years in client services, customer success, account management, or client-facing operations (travel, mobility, or service industry a plus)
• You build real relationships. Clients remember you, not just your resolution time
• Genuinely curious about how your clients' businesses work, so you can anticipate what they need
• Strong written and verbal communication; confident and calm handling sensitive situations
• Commercially minded. You can spot when a client relationship has room to grow, not just room to fix
• Able to prioritize across a portfolio, knowing which relationships need attention before they ask for it
• Strong English (Dutch or other European languages a plus)
• Experience in the aviation, travel or mobility industry is a big plus
• You're based in the Netherlands
• Experience with preparing and holding MBR's or QBR's

Responsibilities

• Be your client's guide from day one, the person who makes their first weeks with Get-e feel effortless, not administrative
• Understand each client's business well enough to set them up in a way that actually fits how they operate, not just how our systems are configured
• Catch and fix friction before the client feels it
• Be the one person your clients can call who already knows their history, their preferences, and what matters to them
• Run regular check-ins that are worth the client's time, not status updates, but a genuine read on how things are going and what could be better
• Spot when a client is quietly struggling before they have to complain about it
• Take full ownership of complaints and disputes for your clients: investigate properly, resolve them, and communicate in a way that leaves the client feeling looked after
• Be proactive about bad news. Clients should hear it from you before they have to ask
• Handle escalations yourself wherever you can. The goal is your clients never have to go around you to get something fixed
• Look for chances to make the relationship more valuable, not just less painful: new routes, better service fit, smoother processes for their team
• Bring the client's voice back into Get-e. If something about our product or process is making their life harder, that's information the business needs

Skills

Client relationship management

Account management

Communication skills

English proficiency

Portfolio prioritization

Growth mindset

Aviation/travel/mobility experience

Based in the Netherlands

MBR/QBR preparation

Job description

Your job

Be the person your clients trust to make Get-e work for them. You'll take on a portfolio of clients and become their dedicated point of contact: the person who knows their business, anticipates what they need, and makes sure every interaction with Get-e feels handled, not handed off. This isn't ticket resolution. It's relationship ownership. You're accountable for how your clients feel about Get-e, not just how fast their tickets close.

What you'll do

Getting clients off to a strong start

• Be your client's guide from day one, the person who makes their first weeks with Get-e feel effortless, not administrative
• Understand each client's business well enough to set them up in a way that actually fits how they operate, not just how our systems are configured
• Catch and fix friction before the client feels it

Knowing your clients better than anyone else at Get-e

• Be the one person your clients can call who already knows their history, their preferences, and what matters to them. No re-explaining, no hand-offs
• Run regular check-ins that are worth the client's time, not status updates, but a genuine read on how things are going and what could be better
• Spot when a client is quietly struggling before they have to complain about it

Making things right when they go wrong

• Take full ownership of complaints and disputes for your clients: investigate properly, resolve them, and communicate in a way that leaves the client feeling looked after, not processed
• Be proactive about bad news. Clients should hear it from you before they have to ask
• Handle escalations yourself wherever you can. The goal is your clients never have to go around you to get something fixed

Helping clients get more out of Get-e

• Look for chances to make the relationship more valuable, not just less painful: new routes, better service fit, smoother processes for their team
• Bring the client's voice back into Get-e. If something about our product or process is making their life harder, that's information the business needs

Outcomes

• Clients say you know their business and treat you as a trusted partner, not a support line
• New clients feel confident and set up for success within their first weeks, not confused or chasing you for basics
• Clients experience fewer surprises and faster, more human resolutions when something does go wrongRetention and satisfaction improve within your portfolio because clients feel owned, not queued
• Clients see you proactively bringing them value, not just responding when asked

Your profile

• 5+ years in client services, customer success, account management, or client-facing operations (travel, mobility, or service industry a plus)
• You build real relationships. Clients remember you, not just your resolution time
• Genuinely curious about how your clients' businesses work, so you can anticipate what they need
• Strong written and verbal communication; confident and calm handling sensitive situations
• Commercially minded. You can spot when a client relationship has room to grow, not just room to fix
• Able to prioritize across a portfolio, knowing which relationships need attention before they ask for it
• Strong English (Dutch or other European languages a plus)
• Experience in the aviation, travel or mobility industry is a big plus
• You're based in the Netherlands
• Experience with preparing and holding MBR's or QBR's

Why us?

• NS Business Card: We've got your commuting costs covered. Prefer driving? We'll handle your travel expenses.
• Experience Our Service: Use our cab service yourself, twice a year.
• Healthy Lifestyle: Fresh fruit in the canteen, plus meal discount options.
• On-site Gym: Access to our fully equipped office gym.
• Holiday Allowance: 8% holiday allowance.
• Vacation Days: 25 days a year.
• Remote Work: Hybrid (2 days from home), with up to 2 weeks working from abroad.
• Pension Contribution: 2.5% employer contribution.