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Customer Success Manager
3 maanden geleden
Role
Customer Success Manager
Organizational belonging
Operations
Reports to
Operations Director/Operations Manager
Job Description last Revised
2024-04-25
INTRODUCTION
At ZetaDisplay, each team member has a responsibility and plays a pivotal role in shaping our business success. Our job descriptions provide a comprehensive overview of how various roles contribute. They serve as a guide to clarify the essential tasks, responsibilities, expectations, and required qualifications of the role.
While these descriptions provide clarity, it´s important to recognize that there may be instances where the boundaries between roles are less defined. We collaborate over boarders and you might find yourself engaging in tasks beyond your designated role, always with the best interest of the company in mind.
Company Overview
ZetaDisplay is an award winning, European leader in digital visual transformation. We operate at the cutting edge of digital signage development to create market leading solutions in partnership with our clients. As one of the largest full service digital signage solutions partners in Europe, we work across concepts, hardware and software solutions to empower businesses to captivate, connect and influence their audiences by meaningful visual experiences all across the world.
We work in close partnership with many of the biggest global brands, supporting them through the continual process of digitizing physical spaces, connecting big data, providing insights and aligning marketing
- and business technologies with the development of cutting edge visual experience solutions. ZetaDisplay employs ~250 people across eight European countries. We currently manage more than 100,000 installations in over 50 markets worldwide.
Please visit our website to read more about our business.
Position Overview
As the Customer Success Manager, your pivotal role is to seamlessly onboard the customer, transitioning from a contract or sales order to a fully delivered solution where the customer is an active user of our software. In doing so, you will ensure successful project delivery in accordance with agreed-upon terms, upholding profitability through close collaboration with the commercial team. Regular dialogue with customers, subcontractors, and stakeholders is essential for effective project management.
Exceeding customer expectations, aligning strategically and operationally with delivery and sales teams, and ensuring adherence to internal processes are key aspects of your responsibilities. You will be evaluated based on your ability to run projects on time, at the required quality, and within budget.
The key behaviors we value are: Taking Responsibility, Solution Approach, Embrace Change, Strive for Excellence, Positive Thinking and Show Respect.
Key Responsibilities and primary tasks
- Establishment and Management of Delivery Processes:
- Develop, establish, and refine delivery processes for customers, ensuring efficiency in cost, time, and effectiveness, including the creation and management of customer-specific project plans with clear objectives and milestones.
- Ensure adherence to established processes across all delivery activities.
- Customer Engagement and Satisfaction:
- Evaluate the entire delivery process to alignment with customer expectations.
- Lead customer meetings for reporting, follow-up, and identifying opportunities to enhance business value.
- Regularly assess customer feedback, maintaining high levels of satisfaction, and ensuring continuous improvement by taking immediate action to address any discrepancies.
- Responsible for developing a positive customer experience, acting as a bridge between the sales team and the support team.
- Collaboration with Stakeholders:
- Collaborate cross-functionally to develop comprehensive solutions aligned with client needs, ensuring seamless project execution.
- Maintain regular communication with stakeholders (internal and external) to ensure clear understanding of project goals and progress.
- Foster strong relationships with customers and external partners to enhance service delivery and resolve issues effectively.
- Handling of Quotes/Orders:
- Create accurate orders based on detailed solutioning with the customer.
- Create and manage orders in the ERP system, ensuring optimal margins, timely delivery, and oversee payment processes for purchase orders and invoices.
- Implement robust reporting mechanisms for sales and purchase orders, driving improvement plans.
- Responsible for updating and maintaining project documentation and tracking project status.
- Upsell services and products with the brand image, and ultimately be responsible for sustaining business growth and profitability by maximizing value for the customer and for our business.
- Customer Onboarding:
- Guide customers through a seamless transition from sales prospects to engaged users of our products and solutions, providing comprehensive support in setting up and navi
