As our Client Success Manager for the DACH region it is imperative to keep our existing clients happy. These are car dealers and car brands. You are expected to follow-up each inbound client request within one working day with an answer that matters. Also, you will act as project manager for onboarding new clients. Furthermore, it is important that you monitor the results of our clients and proactively contact them when you see abnormalities. As you are the eyes and ears of our Business Development Managers, you will inform them about potential business opportunities. Client contact is mostly done via email, messaging and phone.
Inbound client requests
We are communicating with our clients on a daily basis. They give us feedback on our performance by reviewing conversations, updating us on marketing campaigns and further client relevant information. You will work with colleagues to provide the relevant answers/solution for our clients. We take pride in answering all client request within 1 working day!
Project manager client onboarding
When new car dealers or car brands have decided to launch our messaging services (Live Chat, Facebook Messenger, etcetera), you will guide them through the onboarding process. All preparations are done so we can deliver the best conversations. So, our chat agents need to have all relevant information about new clients. You will brief new clients on the usage of their client account and how they can review chat conversations.
Monitor Automotive conversations and results
You will act as the eyes and ears for our Business Development Managers. It starts with monitoring the weekly/monthly results of our clients proactively and raise all important deviations to your colleagues. You will call our clients for regular ‘health checks’, making sure they are happy about our services. Check for any improvement and be keen on new commercial opportunities.
Throughout the year we will launch various marketing campaigns. You will have an important role during these campaigns. For example, selecting which contact persons should receive the campaign(s) and in the follow-up process.
When you start in your new role, you will have a deep dive in the world of messaging agents and Automotive conversations. At Web1on1 we call this ‘everyone an agent’. Only by following our agent academy, reading conversations, and maybe even do some chats yourself, you will understand what we deliver to our clients!
A smart and proactive starter / medior (min 3 yrs relevant experience)
Great communication and administrative skills, client focused, attention to detail and a good listener
Tech savvy, quick to adopt software and processes
Analytical and quickly discover patterns
Experience as an Account Executive, Inside Account Manager or, Client Service or similar role with daily client contact is an advantage
A bachelor or Master degree
Native German speaker with outstanding verbal and writing skills, fluent in English
Living in the Netherlands (Amsterdam area) or willing to move to the Netherlands
Full-time available, drivers license
Innovation starts by challenging the status quo. By asking if it can be better, faster or cheaper. We challenge each other with a surprising insight or an uncomfortable truth. Whether it’s focused on scalability or the best result. Always with disarming honesty, because a challenge begins with honesty. So we start by describing the problem and tackling it with both hands. Only then do we get double the return on the energy we have invested in something.
We are a pocket-size multinational, small in scale but widespread as product and organisation. That’s why transparency, structure and working with standard processes and systems are our raison d’être. We operate 24/7. Every employee starts as an agent, so they get frontline experience of what we deliver. We connect through openness. If it’s not recorded, it doesn’t exist for us. We listen closely to one another. So everything we do, we do accurately, but most of all together. With our colleagues all over the world and also with the client. Radical transparency makes the difference. Everything is always comprehensible and verifiable. Distance doesn’t separate us from one another, only silence does.