Customer Success Manager

An Amazing Career Opportunity for a Customer Success Manager!! 

Location: Veldhoven, the Netherlands  

Job ID: 34255

Who are we? 

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.

Join our team!

Our company is committed to finding the best and the brightest talent to help us reach the top. If you are a dynamic, highly skilled Customer Success Manager and you enjoy working at a rapid pace within a rapidly growing business environment, then you will want to consider this position. If you excel at both verbal and written communication, collaboration and unrelenting innovation, we want to talk to you. If you bring passion, flexibility and respect to the table, you just might be the right fit for our team. While working at IAI, you most definitely will recognize our informal work atmosphere, open culture, respectful interaction among colleagues and flat structure.

By joining our team, you will be part of the Service department. This department is responsible for ensuring customer satisfaction and retention by providing proactive support, so customers can achieve their goals. Through regular on-site maintenance, swift defect resolution, and dependable remote support, this team guarantees continuous reliability of our systems at our customer’s site.

As our Customer Success Manager, you’ll support HID’s success by: 

• Building and maintaining relationships with customers and acting as their trusted advisor;
• Serving as the main point of contact for customers throughout their lifecycle and addressing their concerns, queries and feedback;
• Monitoring customer health scores and engagement levels to identify opportunities for proactive support, ensuring customer satisfaction and retention;
• Identifying upsell opportunities in collaboration with Field Service Engineers;
• Defining and managing improvement initiatives regarding quality, lead times and methods of preventive and corrective maintenance;
• Developing annual customer plans in consultation with Field Service Engineers;
• Standardizing our customer management approach and customer packs to ensure consistency;
• Maintaining an organized approach to supporting our customer portfolio;
• Troubleshooting and resolving customer issues, working with technical teams to provide solutions;
• Escalating and prioritizing critical issues while ensuring timely resolution;
• Advocating for customers’ needs and communicating their concerns to the relevant teams;
• Providing regular reports to the Team Leader Service on customer engagement levels and opportunities;
• Traveling to global customers on a regular basis for business reviews (up to 25%).

Your Experience and Background include:  

• Minimum of 3-5 years working experience on managing global customers;
• Strong communication and organizational skills;
• Proactive and collaborative mindset;
• Experience on working with Jira is a plus;
• Excellent written and spoken English is required, Dutch and 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 yearly profit distribution;
• Full-time employment (40 hours per week);
• Company defined contribution pension;
• Complete payment of occupational disability insurances by the employer;
• Home-work commuting allowance and working from home allowance;
• Possibility to participate in collective health insurances;
• Free fruit and soup in the canteen;
• Multiple teambuilding events organized throughout the year;
• Offering Dutch and English classes to improve your language skills;
• Possibility to take courses for your own professional and personal development;
• 32 leave days (if you promise to send us a postcard from your holiday destination);
• International career advancement opportunities.

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.

Ready to take this challenge?

Then you should apply by sending us your resume and cover letter. Please take in mind that we require a certificate of conduct and that we perform reference checks upon hiring you. We are very excited to welcome you to our team!

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.

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 61,000 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