Customer Success Manager - UK&I and Benelux (Based in the Netherlands)

Trackunit; Amsterdam; Remote; EUR 50.000 - 70.000; Full time

Job summary

A leading technology company in construction is seeking a Customer Success Manager to support customer engagement and drive value through its products and services. The ideal candidate demonstrates strong relationship-building skills and proficiency in both Dutch and English. This role allows for remote work within the Netherlands and involves regular travel to partner offices in the UK, Ireland, and Benelux regions.

Qualifications

• Experience in Customer Success and working proactively with customers.
• Ability to build strong relationships and communicate effectively in Dutch and English.
• Capable of handling multiple accounts and tight deadlines.

Responsibilities

• Serve as the voice of the customer throughout their lifecycle.
• Proactively follow up on issues and customer experiences.
• Host cadence calls and prepare Executive Business Reviews.

Skills

Customer Success experience

Relationship-building skills

Troubleshooting skills

Analytical thinking

Communication skills in Dutch and English

Job description

Overview

Before you start reading the details, here are some highlights that we hope will spark your curiosity:

• Join a truly purpose-focused tech company in the business of driving digital business transformation in the construction industry - one of the biggest (and second least digital) industries in the world.
• Build and expand customer partnerships is at the forefront of this role
• Enjoy high impact, speed, and visibility across Trackunit and select partner organizations - engage with stakeholders and develop partnership engagements at the intersections of new product innovations, strategic advisory, and change management

We are looking for an innovative Customer Success Manager to support our customers in creating value outcomes anchored in Trackunit’s products and services through a program-based and consultative approach.

With locations in the Netherlands, we offer you a flexible setup with the possibility to work from one of our offices or remotely from anywhere in the country. We would expect you to regularly travel to our Rotterdam office.

We also expect you to be able to travel to our partners’ offices in the UK & I and Benelux regions when required.

Who are you ideally?

• Experienced in Customer Success and working with customers in a proactive way.
• Great relationship-building and interpersonal skills with the ability to be thoughtful and attentive.
• Troubleshooting skills, analytical thinking, perseverance, and patience.
• A precise and positive communicator, capable of breaking down complex challenges into simple solutions.
• Delivering quality service on multiple accounts with tight deadlines.
• Curious and works well in an international, global environment where everyone wants to learn and collaborate.
• A self-starter, who works well as a team and takes on all tasks with true commitment.
• Someone looking to grow in their career and build a solid foundational understanding of products, customers and the industry.
• Speaking Dutch and English on a professional level, as you will be responsible for our customers in the UK & I and Benelux markets. This is a must-have requirement.

Don\'t meet every single requirement? No worries - this is what we\'re looking for ideally, but if you\'re super excited about this role but your past experience doesn\'t align perfectly with every qualification, we encourage you to apply.

Primary responsibilities

• Serve as the voice of the customer and advise them throughout the entire lifecycle.
• Ensure that the customer experience runs smoothly by proactively following up on issues, escalations and kept in the loop on upcoming feature releases etc.
• Set-up and host cadence calls with the customer.
• Being the customers designated point of contact.
• Follow up on risks and issues and ensure proper stakeholder communication, internally and externally.
• Prepare and support customer presentations and Executive Business Reviews.
• Analyze data and collect feedback to support continuous improvement across all areas
• Proactively share best practice, facilitate training sessions and workshops.

Our hiring process

OBS: We are currently enjoying some downtime, which means that we will first create an overview of applications in mid August. We hope you will enjoy some downtime as well!

• Don\'t waste your time on writing the perfect cover letter for the job. We want you to create an impact that matters, and that\'s not in the cover letter.
• Interview with Marc-Jan Backer (Director of Customer Success, DACH & UK/Benelux and leader for this position) and other colleagues, who are relevant for you to meet and who you potentially will work closely with.
• Personality-based interview. You will be asked to fill out an online personality assessment using Hogan prior to the interview. There are no correct answers - the aim is a dialogue about the results and Trackunit\’s culture, so you\’ll get to know us better as well.
• Assignment-specific interview. We want you to get an insight into some of the concrete work tasks or challenges related to the role. You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from across Trackunit, who you\’ll also work closely with in the job.
• If needed, throughout the process we will obtain references from former employers and do background checks for level specific, if you have not provided these yourself.
• Offer presentation and walk-through. We\’re lucky to have you!

Coming Together To Connect Construction

We’re committed to construction - one of the largest industries in the world. Over the past two decades, Trackunit has been pioneering technological progress within construction. Today, we are not only a leading IoT provider but a thought leader, supporting and driving the agenda for an entire industry on a global scale.

We believe in taking a people approach in everything we do. Being human-centric is not restricted to our products – it’s a way of life at Trackunit. We’re proud to be a truly global team. Our colleagues get together in hubs spread across the globe, but we embrace the idea of working remotely and in environments that inspire you. Everything we do, we do it to eliminate downtime and build the most useful industry for the world.

The question is: Are you in?