Customer Success Manager - AVIAN

Job description

Safeguard customer satisfaction by consistently meeting obligations and managing expectations - ensuring our products, services, and support provide seamless value throughout the entire customer journey! As a Customer Success Manager, you will be responsible for protecting customer satisfaction by meeting service obligations, such as SLAs, and effectively managing expectations regarding our high-tech products and support. You will act as the primary contact after project delivery, ensuring services are provided according to warranties while serving as the first-level escalation point. By analyzing performance KPIs and aligning service strategies with business goals, you will bridge the gap between customer needs and internal operations. This role reports to the Manager of Customer Success. RESPONSIBILITIES - Act as the key contact for customers post-delivery to ensure service aligns with SLAs or warranties and manage first-level escalations. - Collaborate with customer success and product teams to ensure service delivery supports broader business goals. - Monitor all service and support subscriptions and develop plans to proactively reach out to individual customers periodically. - Analyze KPIs to assess product performance and customer satisfaction scores, providing periodic reports to management. - Ensure any support provided outside of standard SLAs is properly registered and billed to the customer. - Relay customer feedback to relevant departments to drive product improvements, new feature development, or contractual updates. - Participate in periodic audits to identify opportunities to improve standard SLAs and service-related Terms & Conditions. - Provide insights to the Sales Team to assist in proposal creation for additional sales or system renewals with existing customers. - Work closely with internal teams like Supply Chain, Account Management, and Service Engineering, as well as external customers and suppliers. REQUIREMENTS - BA degree (or higher) in Engineering, Business Administration, or a related field, complemented by technical training or experience. - Over 3 years of experience in customer service management roles, preferably within the industrial or technology sectors. - Fluency in both written and spoken English and Dutch. - Proficiency in using service management software (Jira), CRM systems, and a solid understanding of product lifecycle and configuration management. - Proven experience with commercial and contract management. - A customer-focused mindset with the ability to remain calm, prioritize effectively, and de-escalate stressful situations. - Strong interpersonal skills with the ability to interact effectively across diverse cultures and backgrounds. - Office-based role (with remote work possibilities) requiring occasional travel. N.B. All applicants, we realize that this is quite the list and people come with various levels of experience. Don't be afraid to apply even if you feel you don't meet every desired skill. Our mission is a journey and there's plenty to learn on the way! But of course, you should identify with our core values: We trust, We own it & We aim high. WHAT'S IN FOR YOU - Working for a Great Place to Work® https://www.greatplacetowork.nl/en/certification/certified/robin-radar-systemscertified company; - Comprehensive pension plan; - Commuting allowance: our teams work hybrid; - 30 days of paid holiday leave (with the possibility to buy 3 additional days); - Opportunities to develop your skills even further through training and certifications; - High quality laptop/desktop, monitor, noise canceling headphones, and any other equipment necessary for your role; - An international team of 30+ nationalities, full of high performance colleagues you can exchange experiences with and learn from. As well as having a lot of fun in our social events and Friday drinks! Robin is a technology leader in tracking and classification of small objects. Our mission is to increase the safety of people and wildlife by preventing bird strikes in aviation, reducing the environmental impact of wind farms, and protecting humans and critical infrastructure against drones. We achieve this by combining purpose-built radars with unique software algorithms. This powerful combination allows us to provide actionable information that empowers users to prevent serious incidents. We’re growing. Fast. In fact, we are one of the top 10 fastest‑growing companies in the Netherlands. But despite this growth, we stay true to our core values of trust, ownership and aiming high. At Robin, you don’t join just a team. You join a collective of bright minds driven by the belief that ‘doing things better’ is a continuous challenge. Want to work on next-level radar tech, solve real problems, and never have to pretend your job has meaning? You’ll fit right in, we’re saving you a seat.