Customer Success Consultant
ZF Group
full-time
Posted on:
Location Type: Office
Location: Delfgauw • Netherlands
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About the role
- Ensure that customers are satisfied with our product or service and are achieving their desired outcomes by enabling them to maximize the value provided by our solutions
- Avoid churn and retain existing customers by fostering strong relationships and addressing any issues or concerns
- Identify opportunities to upsell or cross-sell additional products or services to existing customers
- Ensure customer loyalty by acting as an advocate, ensuring that their needs and feedback are heard and addressed
- Gather feedback from customers and communicate it to the product team to inform future product enhancements
- Assist new customers with the onboarding process, helping them get set up and familiarized with the product or service
- Provide training and educational resources to customers to help them optimize their use of the product or service
- Address customer inquiries, concerns, and issues in a timely and effective manner, working to find solutions
- Monitor customer usage and engagement metrics, track customer health, and generate reports on customer success
- Develop and maintain strong relationships with customers, proactively engage with customers to understand their needs and challenges
- Act as the primary point of contact for assigned customers
- Collaborate with internal teams, including sales, support, and product development, to ensure a seamless customer experience
- Conduct regular check-ins with customers to assess satisfaction and identify opportunities for improvement
- Provide product demonstrations and presentations to customers as needed
- Stay up-to-date on product features, updates, and industry trends
- Continuously seek ways to add value to the customer relationship
Requirements
- 2–5 years' experience in a customer facing role, ideally in Customer Success or Account Management
- Minimum 2 years of experience within the transport logistics industry
- Background in the vehicle (HGV/LCV) telematics and/or general TSP beneficial
- Excellent verbal and written communication skills
- Ability to understand and empathize with customers' challenges and concerns to build strong relationships and provide personalized support
- Ability to understand complex products and services combined with very good Problem-Solving Skills
- Strong time management and prioritizing skills
- Basic technical knowledge on software and hardware
- Patience and the ability to remain calm under pressure
- Ability to quickly adapt to changes in processes, products, or customer needs
- Able to collaborate with other departments, such as Sales, Marketing, and Product Development
- Strong commitment to customer satisfaction
Benefits
- Company car and phone
- Pension plan
- Bicycle leasing
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementproblem-solvingtechnical knowledgeproduct demonstrationscustomer engagement metricsreport generationonboardingupsellingcross-selling
Soft skills
communication skillsrelationship buildingempathytime managementprioritizationpatienceadaptabilitycollaborationcustomer satisfaction commitmentactive listening