Customer Success Specialist

The client is looking for a Customer Success Specialist to work a 12 month extendable contract based in Amsterdam.

Essential job functions:

• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
• MUST speak Fluent Dutch.
• Initiate outbound interaction with the customers to address existing outstanding issues, renewals and churn risks or potential growth opportunities.
• Assist customers and local teams with billing queries and related activities.
• Assist customers and local teams with contractual amendments and related activities.
• Actively look for growth, referral, and expansion sales opportunities.
• Actively cooperate with related stakeholders and teams across the globe.
• Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution.
• Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
• Proactively manage renewals pipeline identifying and addressing potential risks.
  
   

Experience and skills:

• An experience and/or excellent understanding of Customer Success and/or Account/Relationship Management ideally with historical records of retention and growth of customer base (mandatory).
• An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment (mandatory).
• Fluent written and verbal communication in English and Dutch are required (mandatory).
• Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory).
• Excellent time management, organizational and prioritization skills (mandatory).
• General understanding about IOT products and solutions.
• Structured “can-do” approach to open matters and tasks in a demanding environment.
• Methodical and conscientious documentation skills.
• Willingness to develop while identifying opportunities over self-reflection.