Customer Success Manager / Account Manager - Benelux

Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience. 

From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create the seamless end-to-end customer journeys that inspire loyalty and power the success of organisations worldwide. 

What we are looking for... 

The Customer Success Manager / Account Manager works across the Content Guru functions to innovate and accelerate customer successes (outcomes). Working directly with the customers to identify opportunities to deliver professional services through our defined CX consultancy services and Data Analysis and Insight services by understanding their challenges and how they can leverage existing storm solutions to improve their UX and CX. Identifying opportunities for future growth and upsells whilst supporting internal customer success activities such as our CSAT framework.

Location... 

This role is based in our head office in Den Haag, Netherlands. 

As a Customer Success Manager / Account Manager, you will be responsible for: 

Customer relationship management

• An ambassador for the Content Guru carpet customer experience across all customer-facing departments.
• Identify and propose customer success criteria and CX/UX opportunities within the bid process.
• Proactively work with key customers to understand their industry, value drivers and business processes and enable them to optimise their storm solutions, the trusted and valued partner.
• Train, coach and mentor colleagues across the organisation in customer success drivers and framing CX/UX.
• Proactively organise and host customer workshops which directly address the customer’s key challenges, providing solutions which deliver their required outcomes.

Adoption, utilisation and customer satisfaction

• Understand the technical side of the storm solutions to proactively work with customers to share best practice and how to, enabling first time resolution.
• Identify customer’s usage and adoption of the solutions they have and identify opportunities.
• Focus on optimising the existing products and solutions through the delivery of professional service days each month.
• Identify synergies between customer aspirations and solution capabilities now and in development.
• Drive customer satisfaction, working with teams across the critical moments in the customer lifecycle to address areas of development and recognise what great looks like.
• Demonstrate the impact of our products and services through capturing success outcomes across all customer engagements and share with commercial colleagues.
• Identify opportunities where we can provide additional value for customers in sharing and leveraging CX, deployment and UX best practice.
• Work closely with marketing teams to showcase our products and services, case studies and facilitating reference opportunities.
• Proactively identify, seek and position external review sites (i.e. Gartner and G2) to weekly reviews from your respective sectors/territories.

Driving improvements

• Hold lesson learnt sessions across functions to identify areas for improvement.
• Set targeted action plans to address areas for improvement (i.e. sentiment) root cause and work across functions to ensure ownership and delivery of these.
• Take personal ownership of customer escalations and paint points, working across functions to overcome these and improve our CX.
• Provide weekly review of customer success impacts and how you’ve driven improvements for the organisation (consult, build, run) and customers and present within commercial all-hands.

Research and Insight

• Proactively identify key research that enables you to maintain knowledge as a CX/UX industry expert.
• Actively seek insight during all customer interactions, enabling us to enhance our understanding of the customer, sector or challenges, sharing this with key internal stakeholders.
• Challenge blockers internally that get in the way of delivering a leading CX/UX that supports retention and growth, working with colleagues to find quick workarounds and solutions to these.
• Complete customer (Internal and external) reviews to identify win/loose customer trends and feed into the customer success framework.

The successful candidate will demonstrate: 

• Bachelor’s degree/equivalent or significant equivalent work experience 

• Fluent Dutch and English

• Previous experience in a selling and delivering consultancy services / professional services

• Demonstrable interest and experience in selling a product or concept 

• Proven track record of delivering transformation change projects through stakeholder management
• Experience in implementing customer satisfaction frameworks and insight analysis

• Passionate about using technology to drive CX

About the Company... 

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have grown to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel through to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS). 

Our mission is to enhance the way the world communicates. With our omni-channel cloud contact centre solution, storm®, we enable businesses, customers and colleagues to interact across social media, video, SMS, email, web, web chat, and emerging technologies, such as WebRTC. We connect to hundreds of external systems, including AI, information and logistics systems, to bring information and communications together and deliver the customer experience of tomorrow. 

We are an equal opportunities employer and consider all qualified and experienced applicants without regard to race, gender, religion, orientation, disability or any other characteristic protected by law. We are devoted to our people and pride ourselves on developing and upskilling our employees to give them the best opportunities for success.