Position:

Key Account Service Manager

Job Description:

RESPONSIBILITIES:

Development of new services and adjustments to existing services

• Identifying customer needs and trends in collaboration with key accounts to develop new services or improve existing ones.

• Coordinating the development process of new services, from concept to implementation.

• Collaborating with internal teams (such as product development, marketing, and sales) to tailor services to the needs of top clients.

• Preparing business cases and proposals for new or adjusted services.

2. Quality assurance of services for large clients

• Monitoring and evaluating the performance and quality of services delivered to key accounts.

• Establishing and managing quality standards and KPIs for services.

• Proactively identifying and resolving quality issues or deviations in service delivery.

• Regularly reporting to internal and external stakeholders on the quality and performance of services.

• Initiating improvement projects to enhance customer satisfaction.

3. Point of contact for technical issues related to services and products

• Acting as the primary point of contact for technical questions and challenges from key accounts.

• Coordinating technical support and solutions in collaboration with internal technical teams.

• Advising clients on the technical capabilities and limitations of services and products.

• Managing escalations and ensuring timely and effective resolution of technical problems.

• Documenting and sharing technical insights and best practices with internal teams and clients.

4. Relationship management and customer satisfaction

• Building and maintaining strong relationships with key accounts, with a focus on trust and collaboration.

• Conducting regular meetings with clients to discuss their needs, expectations, and feedback.

• Ensuring a high level of customer satisfaction through proactive communication and support.

• Identifying opportunities for cross-selling and upselling of services and products.

5. Coordination and collaboration

• Collaborating with internal teams (such as sales, operations, and IT) to ensure seamless service delivery.

• Acting as a bridge between the client and internal departments to ensure customer needs are understood and translated into concrete actions.

• Organizing periodic evaluations and progress meetings with key accounts and internal stakeholders.

6. Reporting and analysis

• Analyzing customer data and trends to identify improvements in services and processes.

• Preparing reports on service performance, customer satisfaction, and technical issues.

• Advising management on strategic improvements based on customer insights and analyses.

What we are looking for:

• Strong communication skills, both verbal and written.

• Customer-focused mindset and the ability to build and maintain relationships.

• Problem-solving skills and technical knowledge to understand and resolve complex issues.

• Project management skills to coordinate multiple responsibilities and projects.

• Analytical skills to identify trends and areas for improvement.

• Native Dutch speaker and fluent in English

What is in it for you?   

• Attractive employee compensation package - salary consists of base and variable compensation   

• Reliable & trusting work environment   

• Cooperative team with flat structures and communication  

• Professional and personal development  

Arrow is an equal opportunity employer and is committed to create a diverse working environment by providing equal employment opportunity for all qualified persons. 

Do you see yourself as our future colleague? If yes – send us your application. 

 

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Location:

NL-Houten, Netherlands (Kromme Schaft)

Time Type:

Full time

Job Category:

Sales