Customer Success Manager Leisure
CM.com
Amsterdam, NL
7 uur geleden

The Challenge

Today, people all over the world are connected. All day, every day. At CM.com we firmly believe that technology exists to enhance people’s lives.

We enable our customers to be part of those lives. Constantly searching for ways to better connect people with each other is what drives us.

To help us achieve this mission we are looking for a Customer Success Manager to join our rapidly expanding CM Tickets team.

Location : Amsterdam or Breda.

What you’ll do

As Customer Success Manager you will be responsible for a successful and ongoing use of CM.com’s platform from onboarding onwards as well as strategic advising our customers.

The purpose of your job is to coordinate a successful launch, advise, assist and build a strong relationship with the customer.

Customer centric thinking is part of your DNA. Your goal is to provide our customers a seamless onboarding.

Your main job will be to onboard and implement our cutting-edge Ticketing & Event Management solution with our (new) Leisure customers.

You will be onboarding organisations that host a variety of events, ranging from festivals to club nights to B2B conferences.

As a Customer Success Manager you are able to oversee how our other products integrate with the Ticketing solution and you have the (technical) in-depth knowledge of the CM.

com platform to advise our customers about the best practises, fitting their customer needs.

Together with the new customer you will organize an official kick-off, define goals and create a plan how to achieve those goals including a customer-friendly planning.

During and after the onboarding phase, you will be the point-of-contact for the customer and you will work closely with your colleagues to outperform our customers’ expectations.

You are successful when the customer is live within the timeframe of expectations and the customer is empowered to benefit from all of the relevant platform features.

You will collaborate cross functional and work closely together with your sales colleagues, with Product, Development and Marketing.

In addition to this, you are mainly concerned with :

  • independently manage a portfolio of customers across a range of different branches;
  • be in daily contact with customers by proactively reaching out and initiate dialogues;
  • manage the customer relationship throughout the lifecycle by monitoring transactions, satisfaction levels and customer engagement;
  • proactively share customer feedback for further development of the platform;
  • provide solutions to customer complaints / issues in a timely and professional manner;
  • daily helicopter view to see which onboarding needs attention or actions;
  • identify sales opportunities and team up with relevant colleagues for follow-up.
  • What you offer

  • Completed Bachelor’s degree;
  • 2-3 years relevant business experience in (technical) customer success management, in project management or consultancy, preferably in a software / SaaS / IT;
  • Strong affinity with events and technology;
  • Excellent communication skills; native in Dutch and professional in English;
  • You are energetic, proactive and have a customer-oriented mindset;
  • Experience in the field of Customer Service Software is a great asset;
  • Structured, excellent time management and organizational skills.
  • As a person

  • You are accurate and detail-oriented, you cross your t’s and dot your i’s;
  • You have an entrepreneurial mindset and aren’t afraid to take initiative;
  • You are flexible and like working in a constantly evolving organization.
  • What we offer

  • A challenging job within an innovative and international fast-growing company;
  • Competitive salary based on skills and experience;
  • The opportunity to shape your job with your own skills;
  • Awarded to be a Great Place to Work 2021 by CM.com employees;
  • Working together with motivated and entrepreneurial colleagues;
  • Onboarding and buddy program to help you to get up to speed;
  • Plenty of opportunity for personal and professional growth through courses and training, by among others the CM Academy;
  • Post Corona we hope to go back to regular (social) events such as Q-meetings, ski-and summer trips, parties, Friday afternoon drinks, sport lessons and a healthy lunch.
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