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About the Role
We are seeking a seasoned Global Customer Experience Manager to join our team. As a key member of our Service department, you will be responsible for ensuring customer satisfaction and retention by providing proactive support.
Key Responsibilities:
- 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%).
Requirements and Qualifications
- 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.
About Us
We make it easier for people to get where they want to go. 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.
We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities.
