Remote Strategic Customer Success Manager

• Act as the key customer contact after project delivery
• Ensure service aligns with SLAs and warranties
• Manage first-level escalations
• Collaborate with customer success and product teams to align service delivery with business goals
• Monitor service and support subscriptions
• Develop proactive customer outreach plans
• Analyze product-performance KPIs and customer satisfaction scores
• Provide periodic reports to management
• Register and bill support provided outside standard SLAs
• Relay customer feedback to relevant departments to drive product improvements, feature development, and contractual updates
• Participate in audits to improve SLAs and service-related Terms & Conditions
• Provide Sales with insights for proposals, additional sales, and system renewals
• Work with Supply Chain, Account Management, Service Engineering, external customers, and suppliers
• Report to the Manager of Customer Success

• BA degree or higher in Engineering, Business Administration, or a related field, complemented by technical training or experience
• Over 3 years of experience in customer service management, preferably in industrial or technology sectors
• Proficiency with service management software, including Jira
• Experience with CRM systems
• Understanding of product lifecycle and configuration management
• Proven experience with commercial and contract management
• Fluency in written and spoken English and Dutch
• Customer-focused mindset with calmness, effective prioritization, and de-escalation skills
• Strong interpersonal skills for interacting across diverse cultures and backgrounds
• Willingness to work in an office-based role with remote work possibilities and occasional travel
• Willingness to undergo a background check and provide a Certificate of Conduct (VOG)

Demonstrates expertise in customer service management, with a focus on aligning service delivery with business goals and managing customer relationships effectively. Proficient in service management software and CRM systems, with strong analytical skills to monitor KPIs and customer satisfaction.

• Customer Service Management
• Service Management Software
• CRM Systems
• Commercial and Contract Management
• Fluency in English and Dutch

• Customer Service Management
• Product Lifecycle Management
• Configuration Management
• KPI Analysis
• Contract Management

• Customer-Focused Mindset
• Effective Prioritization
• De-Escalation Skills
• Interpersonal Skills

• Certificate of Conduct (VOG)

• Industrial Sector
• Technology Sector
• Service Level Agreements (SLAs)
• Customer Success
• Supply Chain Management

• Jira