Customer Success Representative

Do you get energy from customer contact, solving problems, and building long-term customer relationships? Do you enjoy truly helping customers move forward while simultaneously thinking along about improvements within our services? Then this is your chance!

At Hostnet, you will get the freedom to develop yourself, guide customers toward online success, and collaborate within an enthusiastic and engaged team in the heart of Amsterdam. Does this sound like your next step? Then read on quickly!

"Working in the sales team at Hostnet means variety every day, collaborating in an energetic and driven team, and continuously striving to achieve both personal and commercial goals. Due to the contact with diverse customers, from freelancers to large organizations, the work remains dynamic, educational, and challenging."- Nedlloyd- Sales Director Benelux.

As a Customer Success Representative, you are responsible for ensuring customer satisfaction for customers who have joined via Account Management. You are the primary point of contact for customers regarding onboarding, loyalty, retention, and escalations.

You have a versatile role in which you switch daily between customers, colleagues, and various departments. You ensure that customers feel heard and actively help in improving our services.

• Onboarding: When customers switch to a package such as Managed VPS, Performance Hosting, or WP.one, you guide them during the onboarding. You check whether the migration went smoothly and whether everything works as desired. Using a fixed onboarding flow, you take the customer step by step and ensure a smooth start. You identify any potential problems early and coordinate with the right colleagues to resolve them quickly.

• Cancellations and customer retention: When a customer cancels a package, you take action. You make contact to determine the reason for cancellation and investigate whether there are possibilities to retain the customer. You think along about suitable solutions, for example an alternative package, extra support, or a commercial offer. Additionally, you collect valuable feedback from customers and pass this on to the right teams, so that we can continuously improve our products and services.

• Preventing churn: Within Account Management, the focus lies on offering suitable hosting solutions for customers. This also includes actively preventing churn. You think along about ways to increase customer satisfaction, analyze signals of dissatisfaction, and look critically at market developments and competitors. You proactively come up with ideas to further improve our services and customer loyalty.

• Loyalty calls: An important part of your work is conducting loyalty calls with customers who purchase managed services. During these conversations, you build a strong customer relationship and discover what challenges customers face, where opportunities lie, and how we can improve our services. You show sincere interest in the customer's business and think along about future growth. Additionally, you identify commercial opportunities, such as the expansion of hosting services, extra resources, or migrating other websites to Hostnet.

• Escalations: You will also deal with escalations from customers who are dissatisfied or have experienced problems previously. You carefully investigate what happened, coordinate with the right teams, and work toward a suitable solution. You know how to remain calm, communicate clearly, and turn a negative experience into a positive customer relationship.

Helping entrepreneurs with their online ambitions, that is our mission. Because we believe that every entrepreneur can be successful online and can continue to grow.

At Hostnet, we make online success possible for our customers. We do this in a reliable, committed, and simple way, so that our customers can focus on their business. With our teams, we facilitate our customers in hosting, designing, building, and maintaining websites and webshops. We are now doing this as part of group.one, a leading, international hosting organization with:

• More than 2,900,000 registered domains;

• More than 2,000,000 customers in 149 countries;

• More than 1,000 employees with more than 40 different nationalities;

• 10 major brands on the European market.

The Dutch branch, group.one Netherlands, consists of the brands Hostnet, one.com, and Antagonist. The offices are located in Amsterdam and Enschede. At group.one, we are consciously working on diversity and equality. We attach great value to an inclusive working environment, where everyone can be themselves and feel at home.

• You are available 32-40 hours per week;

• You are strong in communication and get energy from customer contact;

• You have empathy and can put yourself in the customer's shoes;

• You work accurately and ensure that information is properly recorded;

• You are curious, proactive, and enjoy thinking along about improvements;

• You communicate professionally, both by telephone and in writing;

• You have patience and enjoy researching customer questions thoroughly;

• Experience within customer success, customer service, or account management is a plus;

• Affinity with hosting, online services, or IT is a bonus.