Collaborate with Project Managers in early project stages to later ensure a "warm handover" from implementation to the steady-state support phase.
Act as the key contact for customers after the delivery phase, ensuring all ongoing services align with SLA and warranty commitments.
Serve as the first-level escalation point for service requests.
Synthesize feedback from client interactions and support tickets to provide actionable, business goals-oriented insights to the Success, Sales, and Product teams.
Oversee the health of service and support subscriptions and develop plans to proactively reach out to customers periodically to ensure long-term value.
Analyze KPIs to assess the performance of our products and customer satisfaction scores, providing periodic reports to management.
Ensure support activities provided outside the SLA scope are registered and billed to the customer.
Participate in periodic audits to identify opportunities to improve current standard SLAs and service-related Terms & Conditions.
Provide insights to the Sales Team to support proposal creation for additional sales or system renewals with existing customers.
Work closely with Service Engineering to oversee Life Cycle Support and Spares Management, ensuring customers have necessary parts and documentation.
Act as the high-pressure coordinator for critical system failures, prioritizing rapid restoration of services for deployed or front-line C-UAS units.

BA in Engineering or Business, complemented by technical training.
3+ years in customer service management, preferably in a high-tech or industrial environment.
Knowledge of ILS/LSA principles and the ability to translate technical metrics into Operational Availability
Skilled in managing complex hardware/software systems in harsh environments, including lifecycle and configuration management.
Expert in SLA management, commercial contracts, Jira, and CRM tools.
Fluent in both Dutch and English.
A "Mission-First" mindset with strong de-escalation, prioritization, and cross-cultural communication skills.
Possession of a Driver's License B and the ability to travel occasionally (1-2 times per month).
A defense background is preferred; please note that a background screening will be part of the interview process.

Working for a Great Place to Work® certified company;
Comprehensive pension plan;
Commuting allowance: our teams work hybrid;
30 days of paid holiday leave (with the possibility to buy 3 additional days);
Opportunities to develop your skills even further through training and certifications;
High quality laptop/desktop, monitor, noise canceling headphones, and any other equipment necessary for your role;
An international team of 30+ nationalities, full of high performance colleagues you can exchange experiences with and learn from. As well as having a lot of fun in our social events and Friday drinks!

Customer Success Manager

Key skills