Customer Success Manager (Fixed Term Contract 6 mths)
An Amazing Career Opportunity for a Customer Success Manager (Fixed term contract 6 months)
Location: Veldhoven, Netherlands
Job ID: 49724
IAI industrial systems has been a supplier to the security printing market since 1995. Some of the largest countries in the world have chosen IAI as their preferred partner to help them create passports, identity cards and banknotes with the most advanced security features. Many leading governments, technology partners and enterprises around the world entrust their challenging projects with us, as they value the reliability, accountability and responsibility we deliver. From new levels of protection and productivity for passports and identity cards to novel manufacturing processes and technologies that pave the way to new breakthroughs. We have built our reputation on developing and manufacturing unique systems, which include laser applications, inkjet printing and product handling. Characteristics of our markets are international, business-to-business, investment goods and long-term relations. IAI industrial systems is part of HID Global, a subsidiary of ASSA ABLOY.
Who are we?
HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.
We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo
As our Customer Success Manager, you’ll support HID’s success by:
Customer Relationship Management
• Build and maintain strong, long-term relationships with customers, acting as their trusted advisor.
• Serve as the main point of contact for customers throughout the customer lifecycle, addressing concerns, queries, and feedback promptly.
• Monitor customer health scores and engagement levels to proactively identify support opportunities.
• Collaborate with Field Service Engineers to uncover upsell opportunities.
• Focus on customer satisfaction and retention through consistent engagement and follow-up.
Optimization
• Define, initiate, and manage processes for continuous improvement in quality, lead times, and maintenance methods (both preventive and corrective).
• Develop annual customer plans in consultation with Field Service Engineers.
• Secure and track improvement initiatives, supporting internal projects that enhance customer experience.
Quality
• Standardize customer management processes to ensure consistency.
• Develop and standardize customer packages to ensure consistency.
• Approach customer portfolio management in a highly organized and logical manner to enhance efficiency.
Problem Resolution and Support
• Troubleshoot and resolve customer issues, working with technical teams to provide solutions.
• Escalate and prioritize critical issues while ensuring timely resolution.
• Advocate for customers’ needs and communicate their concerns to relevant internal teams.
Reporting
• Provide regular reports to the Team Leader Service on our customers engagement levels and opportunities.
Communication
• Communication is conducted in English.
• Communicate technical queries to customers, collaborating with Field Service Engineers to provide support.
• Regularly interact with Field Service Engineers regarding customer needs and requirements.
• Deliver detailed reports to the Team Leader Service regarding customer feedback and service-related information.
Authorization
• Develop and maintain strong relationships with key stakeholders to ensure customer satisfaction and retention.
• Act as the primary point of contact for customers, ensuring quick resolution of inquiries and concerns.
• Work cross-functionally with teams to deliver solutions tailored to customer needs.
• Monitor customer health metrics and proactively address potential challenges to ensure continued success.
• Conduct regular check-ins and business reviews to assess customer satisfaction and identify growth opportunities.
Responsibility
• Onboard new customers, ensuring a seamless transition from sales to customer success.
• Monitor usage and engagement metrics to identify areas for improvement and optimize customer experience.
• Conduct regular customer meetings to review progress, address concerns, and provide strategic guidance.
• Work with the sales team to identify upselling and cross-selling opportunities.
• Manage customer renewals and work to minimize churn.
• Provide feedback to the service team based on customer insights to help refine service offerings.
• Maintain and document customer success processes and best practices for internal reference.
Your Experience and Background include:
• Minimum of 1-3 years relevant working experience;
• Bachelor’s degree in technical studies or relevant field;
• Strong communicational and organizational skills;
• Experience with change management;
• Experience with international customers;
• Excellent written and spoken Dutch and English is required, additional languages are a plus;
• Since this position includes (international) travel and fieldwork, you must possess or can acquire a valid passport.
What we can offer you:
• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds
Why apply?
• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted
HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.
HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.
Please be aware that our recruitment process may include the use of AI-powered tools to assist in screening applicant resumes. These tools help us efficiently identify candidates whose qualifications and skills align with the job description. We use AI in a responsible manner and in accordance with applicable data privacy laws and regulations. Importantly, all applicants are reviewed by our Talent Acquisition team. AI is used to support, not replace, human judgment in the evaluation process.
We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
#LI-HIDGlobal
North Brabant, NL, 5500