Customer Success Manager

About Epicenter:

Epicenter is an innovative high-tech firm dedicated to transforming the landscape of Human Capital Management (HCM) data management. Our core mission is to unlock the immense value embedded within HR data by providing value added data management solutions such as (payroll) integration, data migration and scrambling and purging solutions. Our solutions are tailored to complex, multinational enterprises.

Epicenter is a growing international company, boasting 50+ team members in 13 countries, with major hubs in the Netherlands, Spain, UK & Malaysia.

The Role:

As a Customer Success Manager you will be reporting to our Head of Customer Success, you will be responsible for customer relationships, customer satisfaction, upselling, financials and contract management for your set of clients. Additionally, you will support Customer Success initiatives to improve the way we work with and for our clients and in the ecosystem of HR and payroll.

What You'll Do:

1. Customer relationships & satisfaction

· Build strong, long-term client relationships

· Understanding customer needs

· Proactively identify and resolve customer challenges

· Help customers understand and realise the full value of our proprietary HCM integration application FIT4Cloud and align it with their business goals

· Measure customer satisfaction, take initiatives to improve customer satisfaction and monitor customer health

· Act as the voice of the customer to the internal organisation

· Work with internal teams to improve the way we operate to benefit the customer

· Act as point of contact for customer queries and escalations

· Conduct Business reviews with key customer stakeholders

· Join Steering Committees, representing Epicenter

2. Upselling

· Identify opportunities to up- and cross-sell additional value-adding services to existing customers

· Work with the delivery and product teams to build engaging proposals

· Price the solutions and present convincingly to key stakeholders

· Turn proposals into Statements of Work (SOWs)

3. Financials

· Manage, with finance teams, the P&L of your clients

· End-responsible for timely and correct invoicing

· Monitor and report profitability and identify opportunities to improve

· Report on budget consumption to clients; ensure budget increases are organised in the customer's internal organisation

· Support project manager with budget management and manage client expectations

4. Contract Management

· Maintain and update contracts as needed

· Ensure compliancy of contract with the way we operate and vice versa

· Ensure coverage of delivery with SOWs

· Inform delivery, administration and other internal teams of contractual agreements

· Manage timely renewals, fee adjustments

· On- and off-boarding of clients

5. Customer Success initiatives

· Identify initiatives to improve the way we work with and for customers: bringing e.g. better service, higher value, more efficiency, additional insights & control, or profitability

· Plan and execute initiatives, either standalone or in collaboration with other departments

· Drive innovation in the Customer Success department

· Engage the broader HR and payroll ecosystem, e.g. by setting up relevant client events

About You:

· Customer Centric Mindset: Drive the organisation to do what's best for the customer and create a win-win for customers and Epicenter

· Communication: Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally

· Commercial Mindset: Ability to work with numbers and drive commercial interests of both Epicenter and our customers

· Organisational Skills: Manage multiple accounts and priorities simultaneously, from expansions to escalations and from client on-boarding to renewals

· Proactivity is essential

· 3-5 years of experience in the HCM industry in customer-facing roles

· Fluent in English language, any other languages (especially French) a plus

· Experience with Customer Success is a plus

What we offer

· A fun, creative and expanding team with a scale-up mentality

· An international and innovative environment

· Working with the leading brands of the world

· A flexible hybrid home office/company office work schedule

· A competitive Compensation and Benefits Package including commission-based pay

Do you tick all the boxes above and are you excited to be part of a growing international team of professionals? Then reach out to today