Customer Service Excellence Lead

Are you a thought leader in the field of customer experience and service transformation? Do you have the drive to set up a new practice from scratch and grow it into a high-performing team? And do you thrive in a diverse role that includes working with customers, developing industry plays, enabling colleagues, and taking an active role in delivery? Then you could be our new Customer Service Excellence Lead

What will you do?

At Plat4mation you will work as a Customer Service Excellence Lead in a team of enthusiastic Platform-as-a-Service (PaaS) specialists. You will be responsible for setting up and leading our Customer Service Excellence practice from the ground up. This means you will initially start as the single expert driving this capability, while being fully responsible for building, growing, and shaping your own team of specialists over time.

Your practice will focus on ServiceNow capabilities Customer Service Management (CSM), Field Service Management (FSM), and Service Operations Management (SOM).

You will have a big impact on challenging transformation projects at large national and international organizations in the public sector, retail, financial services, telecom, and high-tech industries.

You will be based in our office in Utrecht, at home or at the customer premises – which can also be outside the Netherlands.

You are the thought leader within our company in regards to customer experience. By applying all the available knowledge within the market and our organization you make sure that Plat4mation understands the needs of the customers and can be the central point of contact for everything related to the industry of customer experience. In this role you build propositions, create roadmaps and share your insights and knowledge in a webinar or blogs. In your role you will:

• Take ownership of building a strong and sustainable team of experts.
• Develop and deliver industry-specific propositions and roadmaps.
• Play a leading role in pre-sales, including shaping proposals, creating high-quality presentations, and supporting bid teams.
• Be hands-on in delivery: working as a Subject Matter Expert or Business Consultant on projects.
• Help customers design and implement service strategies, supporting them in their business transformation journeys.
• Share thought leadership through webinars, blogs, and knowledge sessions.
• Provide training and mentoring to colleagues, developing our internal capabilities across pre-sales, delivery, and post-implementation.

We ask

• 5+ years’ experience advising and implementing customer experience and service transformation solutions, ideally with ServiceNow CSM, FSM, or SOM.
• Proven consulting experience with strong pre-sales skills (including proposal development and executive presentations).
• Experience with business transformation engagements combining process, people, and technology.
• Demonstrated ability to start and build a practice from scratch, taking responsibility for growing a team and scaling capabilities.
• Ability to lead, inspire and motivate teams, and to build a practice from the ground up.
• Recognized within the industry as a trusted expert in customer and service excellence.
• Experience hosting workshops (journey mapping, service design, design thinking).
• Strong presentation and PowerPoint skills, able to simplify complex ideas.
• Experience engaging with both business and technical stakeholders at all levels.
• Fluency in English. Dutch language skills are a plus.
• Willingness to travel outside the Netherlands.
• A growth mindset: eager to learn, ambitious, and ready to grow into senior leadership.
• Seniority to operate with executives, while still hands-on and entrepreneurial

What’s in it for you

• Bonus based on company performance
• Flex budget or lease budget
• Holiday allowance (25 days for a full-time contract)
• Laptop
• Internet, transportation and phone allowance
• A modern, flexible and multicultural workplace at an innovative and global company
• Ambitious and kind colleagues from all over the world

Our culture

Working at Plat4mation evolves around working from your internal drive to make a difference for people in combination with having fun. We always go the extra mile to deliver on what we promise Joy is what connects us and what drives us to get the best out of ourselves. That’s why we host several Fun4U activities each year, diverse hackathons, drinks and inspiring knowledge sessions (check out our Instagram page).

Your development is our number one priority