Customer Success Consultant (m/f/d)

ZF Group; Delfgauw; On-site; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Dynamic role with freedom and responsibility

Engaged and professional team

Job summary

A leading telematics company in Delfgauw seeks a Customer Success Consultant to enhance customer experiences. The role focuses on ensuring customer satisfaction by supporting product optimization, fostering strong relationships, and addressing concerns effectively. Ideal candidates have 2-5 years in customer-facing roles and experience in transport logistics. Proficiency in Dutch and English is essential. Join a dynamic team with freedom and responsibility.

Qualifications

• 2-5 years' experience in a customer-facing role, ideally in Customer Success or Account Management.
• Minimum 2 years of experience within the transport logistics industry.
• Excellent verbal and written communication skills.
• Native Dutch speaker with a good command of English.

Responsibilities

• Ensure customer satisfaction and value from products and services.
• Identify upsell opportunities and retain customers.
• Gather feedback for product enhancements.
• Assist new customers with onboarding.
• Monitor customer engagement metrics.

Skills

Customer engagement

Problem-solving skills

Communication skills

Time management

Technical knowledge

Adaptability

Empathy

Job description

We are looking for a Customer Success Consultant to strengthen our team at our location in Delfgauw.

The purpose of the role is to ensure that customers derive maximum value from our products and services. Act as a liaison between the customer and the company, focusing on building strong, long-term relationships. Proactively engage with customers to understand their needs and challenges. Aim to foster customer satisfaction, retention, and loyalty by helping customers achieve their goals and overcome any obstacles they may encounter.

What you can expect as Customer Success Consultant:

• Ensure that customers are satisfied with our product or service and are achieving their desired outcomes by enable them to maximize the value provided by our solutions.
• Avoid churn and retain existing customers by fostering strong relationships and addressing any issues or concerns.
• Identify opportunities to upsell or cross-sell additional products or services to existing customers.
• Ensure customer loyalty by acting as an advocate, ensuring that their needs and feedback are heard and addressed
• Gather feedback from customers and communicate it to the product team to inform future product enhancements.
• Assist new customers with the onboarding process, helping them get set up and familiarized with the product or service.
• Provide training and educational resources to customers to help them optimize their use of the product or service.
• Address customer inquiries, concerns, and issues in a timely and effective manner, working to find solutions.
• Monitor customer usage and engagement metrics, track customer health, and generate reports on customer success.
• Develop and maintain strong relationships with customers, proactively engage with customers to understand their needs and challenges. Act as the primary point of contact for assigned customers.
• Collaborate with internal teams, including sales, support, and product development, to ensure a seamless customer experience.
• Conduct regular check-ins with customers to assess satisfaction and identify opportunities for improvement.
• Provide product demonstrations and presentations to customers as needed.
• Stay up-to-date on product features, updates, and industry trends.
• Continuously seek ways to add value to the customer relationship.

Your profile as Customer Success Consultant:

• 2–5 years' experience in a customer facing role, ideally in Customer Success or Account Management
• Minimum 2 years of experience within the transport logistics industry
• Background in the vehicle (HGV/LCV) telematics and/or general TSP beneficial
• Excellent verbal and written communication skills
• Ability to understand and empathize with customers' challenges and concerns to build strong relationships and providing personalized support.
• Ability to understand complex products and services combined with very good Problem-Solving Skills
• Strong time management and prioritizing skills
• Basic technical knowledge on software and hardware
• Patience and the ability to remain calm under pressure.
• Ability to quickly adapt to changes in processes, products, or customer needs.
• Able to collaborate with other departments, such as Sales, Marketing, and Product Development
• Strong commitment to customer satisfaction
• Ability to work in a dynamic environment in a flexible way
• Native Dutch speaker with a good command of English

Why choose ZF in Delfgauw as your employer:

• A dynamic role with plenty of freedom and responsibility.
• Work in an engaged and professional team.