Customer Success Manager
Thomas International UK Limited, Belgium

Thomas International are a leading global talent assessment platform provider. For 40 years, we have been using our suite of scientifically valid psychometric assessments and in-house training portfolio to provide technology driven solutions to ensure our clients recruit, develop, manage and engage their workforce as effectively as possible. We own our businesses in the UK, France, Belgium, Netherlands, South Africa, Australia, Hong Kong and Malaysia with circa. 200 employees and have developed an extensive distribution model for our assessments and, as a result, we sell to over 50 countries worldwide.

The company received private equity investment in February 2018 and is on an accelerated and ambitious growth plan. This will be achieved through a transformation of our online products via our new Thomas Assessment platform, launched in late 2020. We will continue to build upon our combination of science, data and technology, delivered via a SaaS approach that is disruptive in challenging the existing solutions in the market.

Reporting to the Regional Manager Customer Success, a Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Your job will be to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. This role focuses on our Dutch speaking customers across the Netherlands and Belgium regions.

• Successfully manage the onboarding of customers (measured through CSAT and NPS surveys) which will include comprehensive platform demonstration; seamless project management through all phases of customer lifecycle including coordination with internal teams
• Manage a portfolio of a combination of mid and low touch customers to achieve excellent customer experience, to drive value for the customers, expansion and renewal

• Represent the voice of the customer internally to provide input into functions for future development

• Understand customer needs and drive them to their desired outcomes

• Work with the Customer Marketing function to drive engagement and product adoption

• Ensure high retention rates are maintained

• Maintain customer data in relevant systems to ensure a thorough, accurate and consistent record for each customer exists. This includes but is not limited to communication, pipeline and opportunity management, project-based records

Requirements

• 2-4 years’ experience in a customer facing role, ideally with part of your career in SaaS across the Netherlands and Belgium region
• Planning amp; sales effectiveness
• Presentation skills
• Resilience
• CRM knowledge
• Excellent written and verbal communication skills
• Ability to multi-task
• Organisational skills
• Ability to negotiate and influence
• Excellent time management and project planning skills
• High level of interpersonal skills

This role can be located in either Belgium or the Netherlands and will be aligned to our Hybrid Working Principles (as outlined below). This person is required to hold the right to work in one of the above mentioned countries, as we do not offer any visa sponsorship or support towards relocation.

Benefits

• You will work in a small and informal team - in a challenging environment
• Good employment conditions - with a competitive salary and a solid pension scheme
• A very educational environment - in which you can develop yourself
• An international environment
• Early Finish Friday - Finish at 15:00 all year round
• Personalised Feedback Session - with a customer enablement specialist to gain insight into own assessment results

We Recognise that there is a statutory duty under the Equality Act 2010 for employers to safeguard against discrimination on grounds of disability, and that this applies not only to existing employees but also to potential job applicants.

Our commitment to diversity and inclusion permeates throughout everything we do, from our products to our people.

Job Rewards and Benefits