Customer Success Manager

Customer Success Manager for the BeNeLux customers, ensuring retention, growth and strong relationships. As a Customer Success Manager, you will manage a portfolio of Educational Institutions in the BeNeLux Region. Your objective is to manage the relationship such that the customer will achieve maximum value from our (software)services and upsell our wider solutions portfolio. You will build, and proactively execute, account plans to achieve your objectives. In your contact with your customers you will nurture and grow the width and depth of the relationship, branching out to different departments and different contacts inside the institutions to enable full enterprise usage and allow for upsell of our solution portfolio. You will be building and maintaining relationships across the organisation, from the highest levels, Dean/ (vice)chancellors/Directors, to individual instructors.

Responsibilities:

• Manage the relationship for a portfolio of key accounts – ensuring client/customer success and satisfaction as required, resolving issues and problems and driving for proactive positive outcomes - to boost satisfaction, increase adoption, and ensure retention, ensuring client/customer success and satisfaction as required, resolving issues and problems and driving for proactive positive outcomes.
• Partners closely with customers to understand their pain points, business needs and objectives and to sell the value of Tii products against their pain points and needs. Gives robust expert support and advice about Tii products, features and opportunities enabling client/customer accounts to grow. Actively makes suggestions and is welcome by the client to raise opportunities with the Client for expansion/development of usage and to grow the business within the account. Knows client/customers histories and stories well, what do they need, why do they need it, what is their usage, is informed and ready to engage with the client/customer closely based on a full working knowledge of the clients situation.
• Effectively communicates the value proposition, telling compelling stories through proposals and presentations, in RFPs/bids and tenders and at client and user events in order to deliver business growth
• Works with all members of the GTM team to analyze clients/customers data to identify growth opportunities and client/customer issues and to prepare concrete plans and campaigns, both strategic and tactical, to address issues and realize growth opportunities – continuously driving growth from existing customers and driving up adoption and usage. Passes proactive feedback about products/features/problems from clients/customers, representing the voice of the client/customer with all internal stakeholders, using case studies and examples to drive positive change for the client.
• Works with all members of the GTM team to ensure Tii are building and maintaining strong, long-lasting customer relationships – works closely with all internal stakeholders to strongly represent the voice of the client/customer to improve their experience.
• Executes a strategic plan to expand the customer base from within the existing accounts managed. Achieves renewals and growth targets, creating self directed plans and tasks to ensure client/customer success and that Tii sales targets are achieved in line with the Company’s goals.
• Communicates effectively between the Client/Customer and Product teams, and document Client/customer requests appropriately
• Generate referral leads for the Sales team through customer networks and relationship building
• Actively progress own personal development.

Requirements

Requirements:

• Strong experience in an account/relationship management or similar role
• Strong interpersonal, communication and negotiating skills
• Excellent problem solving and time management skills
• Proven ability to work effectively with a team
• Self-starter and motivated passionate personality that thrives in a fast-paced environment
• 2+ years of sales/account management experience preferably within the education sector
• Native Dutch Speaker & Fluent in English