Department
Sales & Pricing
We’re GemOne, a dynamic global tech company. We work in the field of telematics.
Tele-what-ics??! Yes, we’re fully aware that telematics isn’t something most people know a lot about but you are lucky! We have a white paper that tells you all about the world of telematics. If you’re willing to learn and you have skills to share, then you might just find out that this company, role, and industry are a perfect fit for you.
We co-create cloud-based solutions and the necessary hardware components to gather data from industrial equipment, which our customers then use to streamline their industrial fleet management. In a nutshell, we make technology that helps companies look after their industrial machinery and business better — we enable them to work safer and more efficiently, and save time and money.
To support our rapid market growth, we seek a Customer Success Manager reporting to the COO. This role is vital in supporting internal and external customer needs throughout the customer lifecycle. The Client Experience Manager will also coordinate and manage the Technical Account Management team.
Responsibilities
Business development and Account Management
Align on new business development: In collaboration with the country manager within the TVH Sales network, assist in establishing sales targets and objectives for the sales territory under your supervision.
House Account Management: Develop and nurture relationships with existing and potential clients. Identify upselling/cross-selling opportunities, proactively addressing needs to drive sales growth. Conduct sales-enablement presentations for new dealers.
House Account Visits: Regularly visit existing customers to strengthen relationships, identify additional needs, and provide sales enablement for new sales reps.
New End Users: Conduct presentations and visits to potential customers, showcasing products/services, communicating value propositions, and identifying collaboration opportunities.
Quoting \ RFP: Generate and issue quotes while collaborating with Outside sales. Lead in coordinating responses to customer RFPs.
Respond to customer requests promptly
Manage all activities in our CRM system
Conduct weekly/monthly sales updates with senior management team
Co - develop comprehensive regional growth strategy with senior management and consistently execute the plan
Travel as needed to meet and exceed all customer requirements
Operations management
Order Entry and Processing: Accurately enter customer orders into the ERP system, ensuring complete information and prompt processing.
Order Tracking and Coordination: Coordinate and manage activities related to shipping and receiving, including serialized parts management.
Efficient Issue Resolution: Investigate and manage resolutions for customer issues (shipments, support, technical, etc.), leveraging your customer-centric approach.
Technical Account Management Coordination: Coordinate and manage the Technical Account Management team to ensure timely and effective resolution of customer technical issues and inquiries.
Excellent Customer Experience: Serve as the primary point of contact for internal and external clients. Address and resolve complaints, ensuring the highest level of customer satisfaction.
Project Management: Oversee high-profile projects, ensuring effective planning, coordination, and execution. Facilitate communication, manage timelines, and track progress for successful outcomes.
Cross-Functional Collaboration: Work closely with internal departments to foster collaboration and achieve common goals. Break down silos and support a unified approach to customer service and sales. Facilitate constructive feedback from external (customers) and internal (customer experience and technical account management staff) to the product development teams.
Competencies
Self-Directed: Prioritize and stay on task while meeting KPIs.
Customer Mindset: A customer-first mentality is essential. Drive and motivation to provide exceptional service to all clients.
Adaptability & Innovation: Adapt to changing needs, presenting creative ideas for problem-solving, efficiency, and quality improvement. Pivot as required.
Relationship Building: Build constructive, inclusive, and respectful relationships with clients and colleagues.
Accountability: Take responsibility for work quality and timeliness, exceeding requirements.
Talent Development (Self and Others): Commit to continuous learning and self-improvement, acquiring new skills. Coach and develop others.
Your profile
Master’s degree or equivalent in experience.
3+ years of proven experience in a B2B environment, of which at least 1 year in team leading roles, preferably in digital business (ERP, IoT, SaaS…) and/or material handling or heavy industry.
Excellent communication and organizational skills.
Must demonstrate proficiency in reading, writing, and conversing with customers in English and French, any additional main languages (Spanish / German / Dutch / …) are a plus.
A team player with a flexible attitude, and self-motivated to work independently, taking initiative.
Strong analytical skills, result-oriented, and responsible.
Problem-solving attitude and aptitude.
Affinity with digital business
Strong ability to work in multiple systems (ERP, CRM, WMS, etc.).
Proven ability to take initiative and accomplish tasks creatively.
Ability to travel up to 40%.
What’s in it for you?
A great opportunity to grow personally and professionally in a scale-up environment with the backing of a large global corporation (TVH).
You’ll be part of a dynamic team, where initiative and entrepreneurship are highly valued.
We know life isn’t “one size fits all” so we offer flexible working hours and hybrid working arrangements.
You’ll join an innovative, collaborative, technical and international environment where you have the exciting opportunity to help shape the future of GemOne.
A learning environment with numerous opportunities for personal development, through i.e. permanent guidance and professional (internal/external) training courses.
An attractive salary package with extra-legal benefits
Recruiter
Lien Vanneste