Responsibilities:

• Develop a successful and long-lasting customer relationship by increasing customer satisfaction, trust and loyalty.
• Understand the customer’s needs and consult the customer to find the optimal solution
• Single point of customer contact for communications on operational issues, change requests and new requirements
• Ownership of concerns and complaints (internally and with the customer)
• Coordinate customer support with operation teams, advice product managers and sales in upselling-products
• Take lead for regular status meetings with customers, define requirements and open operational issues together with them
• Planning, tracking and quality assurance of change requests implementation, maintaining an overview and roadmap of all change requests
• Keep track of Service Level Agreements (SLAs) and involvement in the invoicing process.

Experience Required:

• Strong customer service orientation and sales-minded attitude
• Excellent negotiation and coordination skills, high energy, positive attitude
• Very good verbal and written communications skills in English, as well as the ability to work effectively across internal and external organizations
• Good trouble-shooter, creative and pragmatic problem solver
• Awareness of industry’s latest technology trends, laws and regulations, understanding the customer business domain and relevant compliance and security topics
• Relevant experience in customer relationship management
• Sporadic travelling to customers necessary
• Work experience in software engineering environment