Customer Success Manager Internet of Things

• HBO+/WO working and thinking level.
• Multiple years of experience in a customer-oriented role, for example as a Customer Success Manager, Service Manager, or Account Manager.
• Experience with stakeholder management in complex organizations.
• Good command of the Dutch and English languages.

• Knowledge of ITIL and/or Customer Success methodologies is a plus.

• A gross monthly salary of at least € 5,190 and at most € 7,803 depending on your work experience, based on 40 hours, excluding 8% holiday allowance
• A fixed 13th month; part of it is paid out monthly and part in January of the following year. Or, you can use it towards a FLEX & BOOST goal of your choice! Click here to read more about it
• An annual individual and collective increase in accordance with our CAO
• € 1500 per year in availability budget that you may use at your own discretion for, for example, training, coaching, and courses
• Flexible days off: our colleagues may decide for themselves (in consultation with the manager) how they manage their leave
• A good work-life balance
• Home office workshop to optimally set up your workspace at home, including a mobile phone & laptop, of course
• 50% discount on our products and services, so you can browse the internet, call, and stream affordably
• Good travel expense reimbursement: you receive full reimbursement for your public transport costs or € 0.23 per kilometer if you travel by car. Prefer to come by bike? Then you can claim our bicycle allowance of € 0.40 per kilometer
• Possibility to purchase a lease bike that KPN contributes to monthly (with an indefinite contract): from city bikes to e-bikes and from racing bikes to speed-pedelecs; you choose what you ride
• Excellent pension conditions: a total contribution of 23% of your pensionable salary, of which KPN contributes 16% and you 7%

At KPN IoT, we help customers worldwide with smart connectivity solutions. As a Customer Success Manager (CSM), you are the connecting link between the customer and the internal organization. You ensure that customers successfully use our services, maintain control over operational issues, and translate customer needs into improvements and opportunities.

You will join the IoT Operations team, a group of approximately 26 colleagues responsible for providing services to our customers. Within this team, you will work together with other Customer Success Managers, Service Managers, Implementation Managers, Support Specialists, and various departments such as Product, Development, and Sales. We work in a fast and dynamic environment where collaboration, ownership, and customer focus are central.

As a Customer Success Manager, you are responsible for a number of strategic customers. You know their services, challenges, and ambitions, and you ensure that they experience KPN as a reliable partner. You are the primary point of contact, manage the service delivery, and maintain an overview of ongoing topics, without fulfilling an operational execution role yourself. You identify risks in a timely manner, steer towards compliance with agreements, and engage the right internal teams where necessary to prevent or limit customer impact.

Additionally, you work together with customers on success plans, organize periodic reviews, and steer towards customer satisfaction, adoption, and continuous improvement of the service. You analyze developments at customers and translate these into concrete opportunities for improvement.

Together with the Account Manager, you are responsible for both customer satisfaction and commercial growth. You identify opportunities for expanding services, support commercial processes, and think along about the long-term deployment of our IoT solutions.

You also contribute, together with the CSM team, to maintaining customer relationships for customers without a dedicated CSM, using data-driven contact moments to gather feedback, identify opportunities, and improve the customer experience.

Finally, you are willing to participate in the 24/7 standby service within IoT Operations

Standardly, you will work from our office in Rotterdam on Mondays and Thursdays, and flexibly from home otherwise.

You possess strong communication skills and know how to switch effortlessly between different conversation partners and levels within an organization. Thanks to your analytical ability and proactive attitude, you recognize opportunities and challenges in a timely manner and act effectively accordingly. Additionally, you are able to maintain an overview and take control in a dynamic environment, where you set priorities and monitor processes. Finally, you possess commercial insight and have an eye for customer development, allowing you to identify and exploit opportunities for growth and collaboration.

 Not hitting all the bullets? We still cordially invite you to respond.