Commerce at

Customer Success Manager

Commerce in Breda (NL)

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 become part of our Mobile Service Cloud (MSC) SME Sales team. Location: Breda (HQ).


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 main job will be to onboard and implement the Mobile Service Cloud with our (new) Small and Medium Enterprises (SME, also known as the ‘Mid-Market’ customers). We have many different (direct) customers using MSC, like local governments, e-commerce organisations and recruitment parties, but we are also doing sales through partnerships. The potential of the SME-market is enormous.

The Mobile Service Cloud brings CM.com’s products, like WhatsApp and customer contact tools, together in one solution for customer service purposes, As a Customer Success Manager you are able to oversee how our products integrate with each other 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.

 You will handle the onboarding of the team’s new customers. Together with the new customer you will organize an official kick off, define goals and create a plan how to achieve this including a customer-friendly-planning. During and after the onboarding phase you will be the point-of-contact for the customer and you will closely work together with your colleagues to achieve this goal. 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 (Account Executives), with Marketing, Product and Development.

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;
  • Based on the ambitions of our customers, you seek a match with our products to ensure cross and up sell to those customers;
  • Responsible for the retention of our customers in order to build up a long-term business relationship;
  • Identify sales opportunities and team up with relevant colleagues for follow-up.

 

What you offer

  • Bachelor’s degree;
  • 3+ years’ relevant business experience in (technical) customer success management, in project management or consultancy, preferably in a software / SaaS / IT organization; 
  • Commercial mindset;
  • Strong affinity with technology;
  • Experience with SME Sales is preferred;
  • Excellent communication skills; in English and Dutch;
  • 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 have can-do mentality and a continuous improvement mindset; 
  • You are flexible and like working in a changing organization;
  • Availability: full time.


What we offer

  • A challenging job within a super innovative and fast-growing tech company;
  • A competitive salary and bonus structure based on skills and experience;
  • The freedom to fulfill and shape your job with your own skills;
  • 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 (sales) courses and training, by the CM Academy;
  • Awarded to be a Great Place to Work 2021 by CM.com employees;
  • 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.

 

CM.com as a Company

CM.com is a global leader in cloud software for conversational commerce. We enable businesses to deliver a superior customer experience. Our communications and payments platform empowers marketing, sales and customer support departments to automate engagement with customers across multiple mobile channels.

 Consumers expect real-time contact and personal interaction from businesses. We make sure businesses can respond to these customer needs by automating and personalizing their customer interactions on mobile through the favourite channel of their customers, such as WhatsApp, Apple Sales Chat, SMS and Voice. These communications channels blended with our seamless payment capabilities drive sales, gain customers and increase customer happiness.

 CM.com was founded in 1999 in Breda, the Netherlands. As of February 2020 we are listed on the Amsterdam stock exchange. Our global team consists of around 600 employees in offices around the world. The CM.com headquarter is located in Breda.

 

Apply now and ‘Start the Conversation’

Are you the candidate we are looking for? Please apply via our company website with your CV and tell us what excites you about this opportunity. An assessment will be part of our recruitment process. 

 

We look forward to hearing from you!

 

Kind regards,


Judit Bolla

Corporate Recruiter CM.com

 

Any questions? Ask Judit!

Judit Bolla
Judit Bolla (Corporate Recruiter)
Full-time Breda (NL)

Is this region a better fit for you?

Go