Customer Success Manager

  • Customer Success
  • Amsterdam, Nederland

Customer Success Manager

THIS IS YOUR JOB

In this new role as our Customer Success Manager you will be joining a complete new team within Effectory. Together with your two fellow Customer Success Managers, you will build an agile team that can innovate fast in order to continuously improve the customer journey and our product. This includes establishing the infrastructure for the new Customer Success Team, from defining goals to set up workflows and feedback channels. You will monitor client activities and signal bottlenecks and opportunities for improvement in (work) processes, procedures and/or systems. Thereby contribute to the optimization of our product delivery in a broader sense. We are a self-steering organization, so with some help and guidance it is up to your team to bring this new team to the next level.


On the client side you will plan, coordinate and manage the onboarding and engagement of multiple clients at the same time and act as their main point of contact. You will set clear goals with the client and conduct quarterly meetings to zoom-out, evaluate and sharpen the client's objectives. You make sure our clients get the most out of our product & complementary services with the aim of helping grow our client base and maximizing value from our clients. You continuously share industry knowledge with the sales and products teams to explain the demands of the markets while forecasting trends.


THIS IS YOU

You have at least 2 years of work experience as a Customer Success Manager in an international SaaS environment. Because of the knowledge and experience you will bring, you are able to help develop your fellow customer success manager (2FTE) further in this role. You can spot commercial opportunities and are not afraid to close the deal. It excites you to build and maintain trusted relationships with your clients and your able to manage client expectations. With your experimental mindset you can operate effectively with uncertainty and change. You have a desire to continuously improve business processes, the ability to juggle multiple tasks at once and can think outside of the box. With your highly learning and technical ability you can quickly adapt to our changing systems & software.


You speak and write English and Dutch fluently. We have no managers at Effectory and your high level of self-support, sense of responsibility, initiative, and collaborative spirit make you a perfect match with us.


THIS IS US

Effectory – Europe’s leading provider of Employee Listening solutions – is a thriving company with more than 200 entrepreneurial, young and ambitious professionals who help organizations to collect feedback and ideas from their employees. Our mission is to make the working world a better place. Based in the center of Amsterdam, Munich, Malmö and Cape Town, our multi-disciplinary and self-managing teams collaborate with more than 1.200 clients in over 110 countries in industries as varied as Retail, Production, Business & Financial Services and Non-Profit.

THIS IS WHAT WE OFFER

Temporary changes while working remote:

  • Work from home enablement: We facilitate chairs, desk, screens and support.
  • Stay healthy & fit: online yoga, meditation & HIT classes.
  • A lot of fun initiatives to stay connected with each other.
  • Structural transparent and interactive company updates about where we stand, where we are going while give stages to teams and customers.
  • Online summer & winter school to work on your development

Our normal package:

  • Working from our wonderful office in Amsterdam overlooking the canals (during breaks on our roof terrace or company boat)
  • Healthy lunches, special snacks and Friday drinks.
  • Annual celebration events such as our Christmas party, Rooftop party & the Big day
  • Working at a self-managing organization means that you'll have the freedom to decide yourself how you want to reach your goals
  • Working flexible: Able to work max 50% of your contract hours from home
  • A mentor to guide you through the onboarding phase together with an inspiring on-boarding program and a lot of nice workshops (on & offline).
  • Extensive professional and personal development opportunities, on and off the job.
  • Laptop, screens & mobile phone
  • A competitive salary and a fair piece of the profit-pie.

THIS IS HOW IT WORKS

1. You want this job: submit your application via the link below

2. We are intrigued: join a phone call to further introduce yourself and ask questions

3. We all think it went well: we now meet live (or in a video call) to get to know each other a bit better

4. We like each other even more: you meet potential team members and get a bit of a pleasant grilling

5. We want to see you in action: you complete a case/assessment 

6. The final hurdle: we agree on terms & conditions, we sign and you start!


The closing date of this vacancy is December 4 , 2020.