Senior Manager, Customer Success (Dutch Speaking)
We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.
Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.
We are looking for a Senior Manager, Customer Success for the Continental Europe region to lead the team, driving customer satisfaction and loyalty. Next to leading the team, you will work with the Regional President on the customer success expansion and operational excellence within your region. You will provide coaching and mentoring to a team of Customer Success Managers, providing strategic focus to the customer experience. You will ensure that customer perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services.
- Responsible for own team performance management and all related people management activities (e.g. promotion, salary review, goal setting, talent review and flight risk analysis etc.).
- Streamline the interaction between the customer and Unit4 aligned with a tailored customer journey to leverage a value added customer experience across all moments that matter.
- Be the Voice of the Customer (VoC) or Partner (VoP), encompasses the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvements initiatives.
- Adaptable, curious, seeks ownership and accountability, works collaboratively across a wide range of internal and external stakeholders.
- Ensure the team deliver added value services to leverage product value, product usage expansion and generate use cases.
- Identify and drive new sales leads & opportunities (up/cross sell) in cooperation with colleagues in Account Management.
- Accountable for churn management and retention motions across the region laddering to global business.
- Responsible for oversight and utilization as it relates to the Success4U program
- Serve as the primary contact in the Customer Experience Leadership Team in resolving complaints and addressing service or product issues.
- Proven track record in a senior leadership role within Customer Success or Customer-Centric position for a SaaS organisation (ERP preferred but not essential)
- Excellent communication and relationship management skills and fluent in Dutch and English (verbal and written)
- A Bachelors or Masters degree in a relevant field
- Passion for creating a strong customer satisfaction
- Take high degree of ownership over your work
- Clear communicator with professional presence with empathy and enthusiasm
- Ability to lead through influence and trust
- Technically literate and familiar with customer engagement technologies, best practices and trends
- Availability to travel as necessary (up to 20%)
A chance to participate in the development of an international leading software firm. At Unit4, you have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other. At Unit4 we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.