The company creates the best digital banking solutions on the planet, enabling our clients to deliver superior online and mobile customer experiences.
• Accountable and responsible for managing the customer P&Ls ensuring it consistently meets / exceeds revenue and EBIT objectives. This includes driving continuous improvement efforts to ensure is supporting the customers in the most efficient and cost effective manner while ensuring contractual commitments and SLA's are met. • Responsible for the management and execution of a Customer Satisfaction program to measure customer satisfaction, establish improvement targets and define continuous interdepartmental improvement plans that ensure high customer satisfaction • Manage and cultivate customer relationships at all levels that strengthen, broaden and deepen reach and coverage as measured by increased profit, client satisfaction and recognition from customer that is a trusted strategic partner. • Lead the development and execution of rolling strategic customer account plans that exploits capabilities and drives new growth opportunities • Maintain subject matter expertise on the technology, all supporting services, and best practices and effectively communicate all offerings and product enhancements to the customers • Liaise with internal departments to ensure that customer issues are dealt with in a timely and efficient manner.Participate and/or Lead strategic cross functional innovation projects and operating plans to drive innovation, growth and operational excellence across the company and with the customers. • Manage, recruit and retain top customer success management talent and coach, manage and mentor the existing team. Set clear and effective individual and team targets that are focused on profitable growth and client satisfaction. • Advocate industry and customer needs, feature requests and goals within the organization to support and enable the prioritization and timely investment in innovation that keeps ahead of the market • Own, manage and drive customer contracts, amendments and contract renewals • Help establish monitor, report and analyze customer volumes, forecasts and order conversion • Own all customer communication, new solution awareness, solution adoption and best practice evangelism • Become an expert on the customer's industry and business to ensure we are bringing to our customers the best solutions and programs • Support the sales process with new prospects and ensure customer success owns and drives the relationship from the beginning and ensure the initial customer implementation on the platform is optimized and successful.
• Entrepreneurship | High level of initiative. • At least 7+ years of proven account management experience, preferably in a digital, software or technology environment. • Pragmatic, proven leadership experience with the ability to build, motivate and direct customer success teams. • Significant experience working with C-level Client executives regularly. Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization. • Motivated, goal oriented, persistent and a skilled negotiator with proven track record of driving change with clients • Handles stressful situations and deadline pressures well. Strong analytical, assessment and problem-solving skills. • Strong written and verbal communication skills in the English language. • Bachelor's degree in a relevant field. MBA preferred.
- Omschrijving: company
- Plaats: Amsterdam
- Plaatsingsdatum: 22-05-2018
Company Noord Holland Amsterdam