Manager CSS

About the role of Manager CSS

As Manager CSS (Customer Services Success), you will ensure a seamless customer journey, from onboarding to offboarding. You will lead the CSS team and oversee quality management within our company. You will collaborate closely with different departments to ensure clear, efficient, and customer-focused processes.

Your responsibilities include:

• Designing, communicating, and reporting on all CSS processes.
• Ensuring pre-sales and post-sales arrangements are executed effectively.
• Managing the customer complaints process and improving client relationships.
• Overseeing sales order management to ensure timely delivery.
• Maintaining our quality management system (ISO9001).
• Managing vendor relationships to maintain our preferred status.
• Leading, coaching, and developing the CSS team.

What you will do as Manager CSS:

• Regular meetings with departments like Sales, Finance, and (C)ISO to keep processes aligned.
• Setting up and managing project management flows.
• Ensuring smooth customer onboarding and accurate order processing.
• Documenting and maintaining quality processes in our systems (e.g., YICE or GitLab).
• Organizing and performing internal audits.
• Motivating and supporting your team in both technical and personal growth.

job requirements

What you bring:

• You have completed a bachelor’s or master’s degree in IT or Management.
• You have at least 8 years of relevant work experience.
• You possess strong leadership skills: you guide, motivate, and focus on results.
• You have experience in improving customer focus and process efficiency.
• You have excellent skills in planning, teamwork, and problem-solving.
• You can speak and write in Dutch and English, since you speak in these languages with our clients.

What we offer:

• A challenging role in a dynamic organization.
• Opportunities for personal growth and development with unlimited learning possibilities!
• A close-knit team where quality and customer satisfaction are key.