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Customer Success Manager

  • Netherlands
Customer Success

Job description

Textkernel’s business is simple: make more and better matches between people and jobs. How? By utilizing machine intelligence techniques coupled with a talented and ambitious team. Our dynamically growing company is currently servicing thousands of clients worldwide by optimizing and automating their recruitment activities. Our software is provided as a SaaS solution and we are working with a lot of the biggest names in the industry.

As a Customer Success Manager (CSM), you will play a pivotal role in ensuring the success and satisfaction of our customers. You will collaborate closely with the operations and sales teams to facilitate smooth onboarding, proactively address the various topics of success (training, change management, value impact and operational excellence) in order to foster strong, trusting relationships with our customers.

At Textkernel the role of Customer Success Manager is an operational role. We fulfil the role of trusted advisor towards our customer. By understanding the challenges our customers face we can help them achieve more with our solutions. This role does not have a commercial target.

Essential Responsibilities

  • Proactively engage with customers to understand their goals, challenges, and desired outcomes. Focus is on building a trusting relationship/partnership with the customer.
  • Set up and maintain Customer Success programs with our customers. Reliable and accessible point of contact for customers, providing timely guidance as needed. While our support team is handling ad hoc service questions, a CSM helps manage escalations and follows-up to ensure structural improvements are picked up and executed.
  • Administrate and track activity in the correct places and tooling (Zendesk, Salesforce and Jira /TEMPO). This includes: reporting, training, consultancy activities, Customer Health Scores.
  • Be the voice of the customer in resolution of technical issues, ensure that customer's expectations are known by the relevant internal team
  • We support internal teams where customer contact is needed, bringing the customer and the product team in contact, with Marketing, Product, beta-projects, etc.

Required Knowledge and Skills

  • Proactive and pragmatic attitude to drive success and become a trusted advisor to your customers.
  • Ability to translate technical requirements into functional specifications and vice versa, bridging the gap between customer needs and internal technical teams.
  • Strong problem-solving skills to understand and analyze complex challenges, keen to find the solution that fits your customer.
  • Familiarity with the staffing industry and understanding of its dynamics and challenges. Ability to relate product offerings to specific HR industry needs and use cases. For example by working in the staffing industry.
  • Fluent level in English and Dutch (German and/or French proficiency is a plus).

What you'd like to see in your new job

  • A fair salary
  • A yearly bonus based on your and the company's performance.
  • Joining a fast growing, motivated and international team that consists of 40 different nationalities.
  • 28 days of holiday leave.
  • Holiday allowance and participation in a solid pension plan.
  • Hybrid working
  • Travel allowance and compensation for your internet costs at home.
  • A home office allowance to create a suitable workplace at home.
  • A place at our comfortable and brand new office in Amsterdam Noord, with free quality lunches, snacks and drinks: whatever you fancy, our kitchen has it all!
  • Participating in our yearly week-long company wide hackathon (Innovation Week) but also joining meet-ups, training courses, scientific conferences and team/company trips.

About us

Textkernel is widely regarded as the international leader in providing Artificial Intelligence (AI), Machine Learning and Semantic Technology that empowers organizations to optimally understand, connect and analyze all their data around people and jobs. We enable thousands of recruitment & staffing agencies, employers, job boards, HR software vendors and outplacement & redeployment agencies worldwide to work smarter and more effectively by creating efficiencies in the HR and recruitment process.

Textkernel is headquartered in Amsterdam, with offices in Frankfurt, Paris, Enschede, Eindhoven and teams in the US and the UK. As a group we are currently around 250 strong. We are small enough to make you matter but big enough to have a very recognizable impact on the market, supported by solid infrastructure.

Recruitment process

For this position it starts with an intake call with one of our talent partners. We'll follow up with an online assessment and afterwards we will plan a role alignment interview with the Global Director of Customer Success. We will also have a team alignment interview to meet some members of the team. Lastly we will share an assignment and we will discuss this during the final interview. In general this recruitment process will take about 3 weeks from the intake call onwards.

Applications from freelancers, employment agencies, and recruitment agencies are not wanted at this time.