24sessions is innovating customer interaction. We are a fast growing scale-up in Amsterdam. Our SaaS solution is leading when it comes to customer interaction via video-chat. We are helping organizations like Rabobank, ING, AEGON, NUON to increase customer satisfaction, productivity levels and reduce time spent on administration. Google, McKinsey & Rocket Internet recently elected us 1 of the 10 best B2B startups in Europe! We are on the lookout for a Senior Customer Success Manager to help grow our product usage within existing customers.
Work for a high growth scale-up
Be part of a team of driven professionals
Innovating customer interaction
About the role
You will be part of the Customer Success team and will grow and solidify our position as the trusted partner of choice for video-calling used by our existing enterprise sized customers (typically 1000+ FTE). You will have to develop a strong understanding of our customer’s strategies and are able to identify potential use cases for our product that fit into this strategy. You will stay in frequent contact with our customers to ensure they are using our product properly, maximising its functionality and above all are satisfied with our service.
Apart from the usual facilitation of user trainings, issue management and managing new product feature releases we look for someone who can engage with our key customers on a strategic level and actively cross-sell our product into various other departments. This role is all about stimulating product usage and making sure our key customers make the most of it. It is about bringing key decision makers on the journey of the future of customer interaction. You will possess strong consultative skills to influence decision making and maximising the return of investment from our product.
Key ingredients to be successful in this role will be previous experience with Technology and SaaS solutions for enterprise clients specifically, good communication skills in order to deal with different stakeholders and a strategic mindset to spot opportunities by having the right conversation with our customers.
What will we offer?
We are offering you the opportunity to be part of a company that is truly innovating customer interaction. In this role you will get the responsibility of some of our most important customers and we rely on you to expanding this relationship. Flexible work arrangements, a personal training budget & coach, stock options and an attractive bonus scheme awaits the successful applicant.
BSc/MSc in Business related track
3-8 years of experience in a comparable role. (Customer Success, Project / Account management)
Business savvy: ability to translate customer needs into product functionality
Proven track record of (cross)selling a technology
Affinity with Technology & SaaS
Experience in driving user adoption on a large scale
Ability to draft and execute a clear project plan together with a corporate customer
Understanding of corporate structures and navigating different stakeholders
Strong focus on growing your customers
Helps customers to articulate clear business goals and achieve them
Knowing that customer focus is about leading them and not just ‘doing what you’re asked’
Good at explaining both technological and business concepts
Strong interpersonal & communication skills; someone who stimulates dialogue and strives for constructive conflict resolution.
Positive mindset, inspiring and a true team player
Fluency in Dutch and English language required