Customer Success Manager (Fixed Term Contract 6 mths)

IAI industrial systems has been a supplier to the security printing market since 1995. Some of the largest countries in the world have chosen IAI as their preferred partner to help them create passports, identity cards and banknotes with advanced security features. Many leading governments, technology partners and enterprises around the world entrust their challenging projects with us, as they value the reliability, accountability and responsibility we deliver. We develop and manufacture unique systems, including laser applications, inkjet printing and product handling. Characteristics of our markets are international, business-to-business, investment goods and long-term relations. IAI industrial systems is part of HID Global.

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

As our Customer Success Manager, you’ll support HID’s success by:

Customer Relationship Management

• Build and maintain strong, long-term relationships with customers, acting as their trusted advisor.
• Serve as the main point of contact for customers throughout the customer lifecycle, addressing concerns, queries, and feedback promptly.
• Monitor customer health scores and engagement levels to proactively identify support opportunities.
• Collaborate with Field Service Engineers to uncover upsell opportunities.
• Focus on customer satisfaction and retention through consistent engagement and follow-up.

Optimization

• Define, initiate, and manage processes for continuous improvement in quality, lead times, and maintenance methods, both preventive and corrective.
• Develop annual customer plans in consultation with Field Service Engineers.
• Secure and track improvement initiatives, supporting internal projects that enhance customer experience.

Quality

• Standardize customer management processes to ensure consistency.
• Develop and standardize customer packages to ensure consistency.
• Approach customer portfolio management in a highly organized and logical manner to enhance efficiency.

Problem Resolution and Support

• Troubleshoot and resolve customer issues, working with technical teams to provide solutions.
• Escalate and prioritize critical issues while ensuring timely resolution.
• Advocate for customers’ needs and communicate their concerns to relevant internal teams.

Reporting

• Provide regular reports to the Team Leader Service on customer engagement levels and opportunities.

Communication

• Communication is conducted in English.
• Communicate technical queries to customers, collaborating with Field Service Engineers to provide support.
• Regularly interact with Field Service Engineers regarding customer needs and requirements.
• Deliver detailed reports to the Team Leader Service regarding customer feedback and service-related information.

Authorization

• Develop and maintain strong relationships with key stakeholders to ensure customer satisfaction and retention.
• Act as the primary point of contact for customers, ensuring quick resolution of inquiries and concerns.
• Work cross-functionally with teams to deliver solutions tailored to customer needs.
• Monitor customer health metrics and proactively address potential challenges to ensure continued success.
• Conduct regular check-ins and business reviews to assess customer satisfaction and identify growth opportunities.

Responsibility

• Onboard new customers, ensuring a seamless transition from sales to customer success.
• Monitor usage and engagement metrics to identify areas for improvement and optimize customer experience.
• Conduct regular customer meetings to review progress, address concerns, and provide strategic guidance.
• Work with the sales team to identify upselling and cross-selling opportunities.
• Manage customer renewals and work to minimize churn.
• Provide feedback to the service team based on customer insights to help refine service offerings.
• Maintain and document customer success processes and best practices for internal reference.

Your Experience and Background include:

• Minimum of 1-3 years relevant working experience.
• Bachelor’s degree in technical studies or relevant field.
• Strong communicational and organizational skills.
• Experience with change management.
• Experience with international customers.
• Excellent written and spoken Dutch and English is required; additional languages are a plus.
• Since this position includes international travel and fieldwork, you must possess or be able to acquire a valid passport.

What we can offer you:

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming and inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be part of a global organization pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.