Customer Success Manager

This role is an exciting opportunity to champion client accounts, drive operational efficiency, and ensure unparalleled service delivery within the dynamic automotive sector.

As a Customer Success Manager (CSM), you will play a critical role in driving customer satisfaction and retention by building strong relationships with our automotive clients, ensuring they receive maximum value from our products and services.

Main Responsibilities:

Client Expertise: Master dedicated B2B client accounts (primarily automotive OEMs) and ARC Europe products, becoming the go-to expert.

Account Management: Oversee daily operations for existing ARC Europe clients, ensuring exceptional service and satisfaction. Facilitate operational workshops tailored to address each client's needs and requirements. Manage day-to-day administrative tasks.

Stakeholder Collaboration: Collaborate with internal and external stakeholders, orchestrating seamless communication and alignment.

Client Engagement: Lead service delivery review and business review meetings, proactively address issues, and devise action plans for continuous improvement.

Issue Resolution: Analyze and resolve B2B complaints promptly, maintaining high service standards. Adapt processes based on lessons learned to continuously improve performance and efficiency.

Process Refinement: Develop and refine operational processes for enhanced efficiency and excellence.

Reporting & Performance Analysis: Review technical reports, offering valuable insights to stakeholders, proactively address challenges, and devise action plans for performance recovery.

Tenders & Implementation: In collaboration with the Sales team and other stakeholders, assess the content and requirements of new tenders offering operational expertise, and providing insights and strategic input to ensure alignment with operational capabilities and a seamless blend of operational feasibility and client expectations.

Skill Requirements and Personal Attributes:

A minimum of 3 years experience in B2B account management and/or similar roles or a role in a customer care / assistance call center, ideally in a senior position (team leader, supervisor).

Industry Knowledge: Exposure to the Roadside Assistance environment or Automotive OEM is advantageous.

Telematics Expertise: Familiarity with connected and telematics services (e.g. bCall, eCall) is a plus.

Technical Proficiency: Proficient and advanced knowledge of the Microsoft Office package is essential. User experience with PowerBI is beneficial.

Language Skills: Fluent in English (company language). Additional languages are beneficial.

International Exposure: Experience in an international environment and participation in international projects is advantageous.

Interpersonal Competencies: Organizational agility, ownership mindset, client-centric approach, priority management, results-oriented, attention to detail, communication prowess, and willingness to travel across Europe.