Client Service Manager

  • Sales
  • Utrecht, Netherlands

Client Service Manager

Job description

NICE TO MEET YOU…

We are 5CA. We work with well-known companies in the technology industry to optimize their customer experience (CX). We have done so for the past 20 years and use our experience and best practices to consult with our clients and help execute their CX & support strategy.  

 

We’re mostly focused on three industries, being video games, consumer electronics and eCommerce. While contact center services are our core business, we’re developing into a strategic advisor when it comes to customer experience and application of technology in the contact center environment.  

 

For our contact center services we use a mix of onsite and remote agents. A highly flexible and dynamic model, which ensures that we can provide our clients with the right foundation to deal with challenging situations. We provide omnichannel support in a wide variety of languages, always using the latest technological innovations like Artificial Intelligence and Machine Learning). We’re not your typical contact center. You won’t find any cubicles here.  

 

We’re headquartered in Utrecht, The Netherlands, with offices in Los Angeles, USA, and Buenos Aires, Argentina. 5CA offers a fast-paced, dynamic workplace where every day is different and developments take place over the course of days, not months. 5CA’s culture is shaped by a young and talented workforce hailing from all corners of the globe with a thirst for new and exciting technology and games as the binding factor. The 5CA workforce is a community of gamers, techies, and geeks. 5CA has a flat hierarchy and every team member is encouraged to bring out the best in themselves and act beyond the scope of their job description.

 

WHO YOU ARE

You’re an outgoing, commercially-oriented person, with experience in both account management and new business. You have a strong affinity with technology and video games. You’re passionate about CX and get a kick from convincing others to put CX strategy top of mind. You understand contact center metrics and know how to turn insights into action to improve the services delivered to your customer(s). You are a team player and have a collaborative mindset. You are able to build strong relationships with your clients (at different levels). You are a strong communicator in English with excellent leadership skills.

 

WHY WE WANT YOU

As CSM at 5CA you are responsible for account management of a number of clients, with whom you frequently engage about their partnership with 5CA. You report to our Chief Customer Officer (CCO), based in Utrecht, The Netherlands.  

 

The CSM drives collaboration with clients. You understand their strategic needs and develop action plans and projects to fulfil these needs. You like to take on challenges and are solution-driven. It’s your responsibility to convince clients to implement drastic changes to improve CX and prove the ROI of doing so. You closely align with 5CA’s Operations team to ensure that client needs are addressed and client expectations are managed properly.

 

TASKS & RESPONSIBILITIES

  • Manage and strengthen the partnership with your accounts (yearly revenue of USD 2-4M).

  • Grow 5CA’s business by expanding existing accounts and successfully onboarding new ones.  

  • Main point of contact for your clients when it comes to strategic & commercial discussions.  

  • Develop & maintain Strategic Account Plans for your clients to ensure innovation & growth.

  • Report to the CCO & 5CA MT about the performance and outlook of your accounts.  

  • Work closely together with the 5CA Operations team to ensure good alignment between client needs & service delivery. You tackle issues and aim for structural solutions. Client satisfaction is your main goal.

  • Signal areas of improvement within your project(s) and work out plans to sell and implement changes.  

  • Develop and maintain expertise on 5CA services and systems.

  • Support sales efforts for potential new clients.  

  • Organize, prepare and lead Quarterly Business Reviews & Strategy Meetings to review performance & trends and determine focus areas & goals for the mid/long term.  

 


Requirements

REQUIREMENTS

  • University degree or equivalent.

  • Minimum five years of experience with communication on executive level, preferably in a services-oriented business.

  • In-depth knowledge of customer experience & customer service processes & metrics.

  • Living in or willing to relocate to The Netherlands.

  • Able to work under pressure and deal with changes in a dynamic work environment.

  • Collaborative personality and able to build strong personal relationships.

  • No ‘9 to 5’ mentality. Our business goes on 24/7.

  • Highly proficient in written and spoken English. Additional languages are a plus.

  • Previous experience with Zendesk, Salesforce Service Cloud and/or Helpshift is a big plus.

  • Available to travel regularly .

 

WE OFFER

  • Good salary with bonus options.

  • Secondary benefits and vacation days.  

  • A fast growing organization with ambitious A-level clients.

  • An inspiring environment with young, brilliant and creative professionals