Customer Success Manager

As a Customer Success Manager, you are the face of Moove for the customer and all their stakeholders in the DACH Region.

You guide the customer to successfully use our solutions. The emphasis of this role is on building and maintaining strong customer relationships, empowering stakeholders through targeted training, and periodically evaluating and improving performance. Your proactive approach ensures Moove's added value for the customer remains clear and relevant. You play a crucial role in ensuring customer satisfaction and promoting customer success.

You are part of the Operations team, an international team (Implementation Manager, Customer Success Managers, Operations Support Specialist) where we collaborate in English language. In your client portfolio there will be German speaking customers, mainly in the DACH region.

Our head office is in Utrecht (NL), and your working location will be Düsseldorf. You also have the option to work partly from home. From Düsseldorf you work with your fellow CSM’ers based in Utrecht and Munich. In Düsseldorf you join our office with Moove’s German sales team.

Tasks and responsibilities

Customer relationship management

• Actively contribute to building and maintaining sustainable and strategic relationships with customers.
• Act as a trusted advisor to clients, gaining a strong understanding of their business needs and objectives.

Implementation and Onboarding

• The implementation process of a new German speaking, local customer is managed by you. You will receive guidelines from the Implementation Manager, your colleague who focuses on complex and international implementation of our customers. You as CSM are in the lead of local implementation. The Implementation Manager can support the onboarding and training of various stakeholders where necessary.
• You are responsible for carefully aligning product functionalities with the specific needs of each customer. You do this based on the Implementation standards.

Performance Reviews

• Planning and conducting regular reviews with customers to discuss performance, objectives and future collaboration based on data from the customer database.
• Analyzing data on the customer database. You provide insight into the value delivered last quarter and can identify and present growth opportunities for both Moove and the customer.

Customer Feedback and Analysis

• Actively collect customer feedback and use it to improve the customer experience.
• Identifying upsell opportunities and proactively sharing with the Sales team.
• Analyzing data in the customer database to discover trends and share valuable insights with the Operations team.

KPI Management

• Monitor and report KPIs related to the telematics program, customer satisfaction, retention and growth.
• Developing strategies to achieve and exceed set goals.

Qualifications and skills

• At least a bachelor's degree;
• At least 3 years of experience in a customer-facing role;
• Excellent communication and collaboration skills in German and English, both oral and written. Preferably, you are a native German speaker. If not, you have multiple years of experience communicating professionally in German in a customer-facing role;
• Proven track record in building successful customer relationships;
• Technical affinity and quick understanding of complex products/services;
• Problem solving skills and proactive attitude;
• Result-oriented and able to work under pressure.

Compensation and benefits package

• Gross annual salary between 55k and 70k;
• Hybrid work – 50/50 division;
• A lot of responsibility and empowerment;
• Be part of Moove and a really nice team if we might say so…

Moove Connected Mobility

Would you like to know more about our company? Please visit our career page for more information about us and our colleagues. Did our job description piqued your interest? Please apply directly via the link, we are looking forward meeting you!