Customer Success Manager - Belgium

offre publiée le 09/03/2018
Informations clés
  • Entreprise


  • Référence


  • Localisation

  • Pays étranger(s)


  • Type de Contrat


  • Fonctions

    Commercial - Vente

Présentation de l'entreprise

Boost your career with Arkadin, a fast growing global provider of cloud communications services and part of NTT Communications, one of the world’s largest telecommunications companies. You will play a vital role in a business whose solutions enable a more digitally connected workplace and contribute to a greener planet. With 56 operations centers in 33 countries, your talent will find a place to grow rapidly. Join a company whose people are #ContagiouslyEnthusiastic!


As a Customer Success Manager you are responsible for customer retention and driving customer satisfaction. You are also responsible for leading post-sales efforts including customer on-boarding, driving user adoption and satisfaction, owning customer renewals, and developing up-sell opportunities.

Own overall relationship with assigned clients, which include :

  • Renewal : Negociate commercial terms whitin set guidlines
  • On-Boarding : Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Adoption : Manage and increase revenue within existing client by expanding usage
  • Customer Satisfaction : Conduct frequent Client Satisfaction surveys, interviews or meetings to determine customer loyalty and implement Service improvement plan as appropriate.
  • Upsell : Work to identify and/or develop upsell opportunities.

Keys to success:

  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Develop, prepare, and nurture customers for advocacy.
  • Identify Cross-sell opportunities within your existing customer base.
  • Act as the customer’s advocate throughout Arkadin, facilitate the prompt, effective resolution of all service related issues.
  • Proactively act on problems and Manage Service Improvement Plans if required
  • Identify, qualify and influence new projects around Unified Collaboration/Communication within territory.
  • Position Arkadin as a Unified Collaboration services providers by having a full understanding of consultative solution selling.
  • Driving adoption and usage of the Arkadin service.
  • Developing strong, long-lasting customer relationships as a trusted advisor.
  • Organizing regular Customer Business & Service Reviews
  • Lead Customer into Arkadin’s Standard Processes
  • Overseeing the onboarding experience and training for new customers.
  • Working with customers to ensure they are leveraging the solution effectively and using best practices.
  • Tracking and reporting on customer health and deliver different outreach programs
  • Proactively monitoring and identifying usage trends in order to uncover renewal risks, while supporting greater adoption rates.
  • Identifying, managing, and closing up-sell opportunities among assigned customers.
  • Negotiating and closing renewals with assigned customers.
  • Developing and maintaining deep expertise of Arkadin products and best practices to provide value to customers.
  • Independently manage the entire sales cycle.
  • Maintain accurate records within the company’s sales database.
  • Demonstrate accurate forecasting and maintain a healthy sales pipeline.
  • Perform other assigned tasks as requested.
  • Perform blueprinting and mapping of your existing Customer base.
Profil recherché



  • Bachelor’s Degree
  • Previous experience in post-sales account management (analytics, optimization/conversion and/or search).
  • Proven experience implementing customer retention initiatives, achieving high retention rates and customer satisfaction.
  • Exceptional presentation, written and oral communication skills.
  • Very structured working methodology, ability to deal with several different activities in parallel.
  • Able to anticipate and identify not defined problems/issues.
  • Strong team player, tenacious, and result-driven.
  • Experience working with CRM tool (ex. Sales
  • Working knowledge of MS Office applications
  • Fluent in English, Dutch and French
Informations complémentaires
  • Arkadin est signataire de la Charte de la Diversité afin de favoriser l’insertion de personnes en situation de handicap.