Customer Excellence Manager

6 dagen geleden

Eindhoven, Noord-Brabant, Nederland SuccessDay Voltijd

About SuccessDay:

We are a leading HRIS consultancy firm specializing in Employee Journey, HR Transformation, and People Analytics. With extensive international experience, we understand the needs of our clients' organizations when implementing new tools and assume full responsibility for a smooth HR transformation. We accompany our clients on their change journey using proven methodologies and best practices in HCM software like Workday and SuccessFactors. We provide support before, during, and after implementation. We act as the connecting link between the implementation partner and the client.

About the Role:

As the Manager of Customer & Quality Excellence, you will ensure the highest standards across client projects by defining and enforcing quality methodologies. You will collaborate closely with teams and clients, oversee compliance, and drive continuous improvement through regular feedback. You'll be responsible for maintaining strong C-level client relationships and leading teams to uphold SuccessDay's standards. This role requires several years of experience in customer and quality management, preferably within consultancy, strong stakeholder management, and fluency in English and Dutch is preferred.

Key Responsibilities:

  • Defining and Improving Standards: Develop, define, and continuously improve internal quality methodologies that align with SuccessDay values.
  • Ensure Methodology Compliance: Oversee the adherence to defined and improved methodologies across all client projects.
  • Client Engagement: Maintain regular contact with clients (C-Level) through calls and meetings to build and maintain strong relationships throughout the customer lifecycle.
  • Continuous Quality Feedback: Continuously monitor the application of methodologies by consultants.
  • Create a feedback loop: Between the Client Delivery and People Delivery departments to implement quality improvements based on collected data and client feedback.

Requirements:

  • Several years of experience in a quality management role, preferably within consultancy or project-oriented environments.
  • Experience in developing and implementing quality standards and methodologies.
  • Excellent client management skills and experience in building long-term client relationships.
  • Experience confidently liaising with C-level management.
  • Experience in leading teams and ensuring compliance with methodologies in complex projects.
  • Ability to challenge the status quo and strong stakeholder management skills.
  • Business-level communication in English and Dutch is highly preferred.

What We Offer:

  • A competitive salary and benefits.
  • Unlimited holiday days.
  • Good work-life balance.
  • Hybrid working.
  • A nice workplace.
  • A team of great colleagues within an informal organization.
  • Varied work.
  • Unlimited access to an external coach.
  • Free personal gym sessions.

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