Associate Customer Success Manager (Hybrid Working)
Thomas International UK Limited, Netherlands

About the Company

Thomas International are a leading global talent assessment platform provider. For 40 years, we have been using our suite of scientifically valid psychometric assessments and in-house training portfolio to provide technology driven solutions to ensure our clients recruit, develop, manage and engage their workforce as effectively as possible. We own our businesses in the UK, France, Belgium, Netherlands, South Africa, Australia, Hong Kong and Malaysia with circa. 200 employees and have developed an extensive distribution model for our assessments and, as a result, we sell to over 50 countries worldwide.

The company received private equity investment in February 2018 and is on an accelerated and ambitious growth plan. This will be achieved through a transformation of our online products via our new Thomas Assessment platform, launched in late 2020. We will continue to build upon our combination of science, data and technology, delivered via a SaaS approach that is disruptive in challenging the existing solutions in the market.

Working at Thomas

The successful candidate will join our global, collaborative and rewarding team - Team Thomas. Our environment celebrates and champions: diversity, inspiration and teamwork, with our assessments underpinning everything which we do. We operate Hybrid Working; a model which offers our employees flexibility and trust about deciding where and when they want to work. Furthermore, the company finishes at 15:00 on Friday all year round! (No reduction of salary or expectation to make up the hours in the week).

About the Role

This role will report to the Regional Lead Customer Success. They will be required to render a service to clients in Belgium and Netherlands by responding to and solving customer requirements. They will work with a team of Customer Success Managers (CSMs) on their portfolios to ensure there is a timely and appropriate response to customer requests.

In addition, this role will provide administrative support to the Sales team in the transition period of our realignment year of 2023 and potentially beyond.

Support to the Sales team will include but may not be limited to:

• Sending relevant information to prospects including prices and quotes.
• Registering of new business in SalesForce including creation of opportunities.
• Following up with customers on unpaid invoices.
• Following trained users’ job moves on LinkedIn and notifying Sales team for potential lead generation opportunities.

Support to Customer Success Managers will include but may not limited to:

• Support a team of CSMs and their customer portfolios.
• Respond to incoming customer queries e.g., assessment queries, technical questions related to our two assessment platforms (The Hub and Thomas Perform).
• Escalate customer queries to the relevant CSM, or appropriate department, where required.
• Identify potential customer risks and escalate to CSMs.
• Have an understanding of customer metrics and work with CSMs to ensure customers are proactively engaged with.
• Customer project related support where required.
• Maintain customer data in relevant systems to ensure a thorough, accurate and consistent record for each customer exists. This includes but is not limited to communication, opportunity management and project-based records.
• Assist with Credit Control with following up on outstanding invoices.

Requirements

• Minimum of 2 years experience in a customer facing role in a fast-paced environment.
• High level of interpersonal skills.
• Excellent time management.
• Organisational skills.
• Ability to multi-task.
• Excellent written and verbal communication skills.
• Customer Relationship Management (CRM) knowledge.
• Fluent in Dutch.

This role will be located in either the Netherlands or Belgium to support our Dutch Speaking clients. This person is required to hold the right to work in the Netherlands or Belgium, as we do not offer any visa sponsorship or support towards relocation. It will be aligned to one of our office in Geel or Den Bosch depending on where the candidate is based, but we are flexible with remote working as per our Hybrid Working Principles (please see below).

Benefits

• Hybrid Working
• Early finish Fridays - Finish at 15:00 all year round
• Bonus - 5% based on company and individual performance
• Educational environment - in which you can develop yourself

• Personalised Feedback Session - with a customer enablement specialist to gain insight into own assessment

Job Rewards and Benefits