CLIENT SERVICE MANAGER CX
CLIENT SERVICE MANAGER CX
🇬🇧 Client Service Manager CX
Gaming – Large Accounts
Utrecht, The Netherlands
Monday to Friday, office hours
Nice to meet you…
We are 5CA. For the past 20 years, we’ve used our expertise to help our clients build their CX & support strategy. Focused on three industries: video games, consumer electronics, and eCommerce, we provide omnichannel support in a wide variety of languages, always using the latest technological innovations.
We’re headquartered in Utrecht, The Netherlands, with offices in Los Angeles, Buenos Aires, and Hong Kong. For our contact services, we use a mix of onsite and remote support specialists. A highly flexible and dynamic model, by which we help our clients deal with challenging situations.
5CA offers a fast-paced, dynamic workplace where every day is different, and developments take place in days, not months. Our culture is shaped by a spirited workforce, hailing from all corners of the globe. We all share a thirst for new and exciting technology and gaming as the binding factor. 5CA has a flat hierarchy, where you are encouraged to think big, dream big, and live up to your full potential.
Just like us, you are a bit of a geek at heart. As our Key Account Manager / Clients Service Manager, you are a pivotal catalyst to our business. As a trusted advisor you spot opportunities and guide clients through solutions.
In this diverse & challenging role, your aim is to expand our business by strengthening partnerships with existing accounts in Gaming (Razer, Epic Games, Psyonix, etc.). Together with our Solutions Designer, you craft smart solutions that immensely improve the CX of your clients, with a substantial ROI. At 5CA you have the freedom to tailor exactly how you approach managing your client portfolio. You may regularly visit your global clients to review performance, to discuss trends, and to outline the next steps towards adding maximum value to both our businesses.
As for service delivery; our agents offer multichannel, multi-lingual support across the world, in a mix of onsite and remote support. As you can imagine all this can get a little technical, meaning customer support for these clients highly depends on smooth processes and workflows. To ensure seamless service delivery you team up closely with our Operations team.
Meet some of your colleagues:
Tasks & Responsibilities
- Manage and strengthen the partnership with your accounts (yearly revenue of USD 2-4M);
- Act as the main point of contact for your clients for strategic & commercial discussions;
- Work closely together with the 5CA Operations team to ensure excellent service delivery;
- Signal areas of improvement within your projects and work out plans to upsell and implement changes;
- Organize, prepare and lead Quarterly Business Reviews & Strategy Meetings.
- 5+ years of commercial B2B client engagement experience;
- You have the travel bug and are highly flexible to travel;
- (Near) native English skills (Dutch is not required);
- A level of geekiness: you are interested in games, tech and the latest gadgets;
- Nice-to-haves: experience with Zendesk and an understanding of contact center metrics.
You’re an outgoing, energetic and glass-half-full person with natural commercial skills. But it’s not just what you say. Your success is reflected in your track record of selling services and delivering results in a B2B environment. You are a curious person at heart and a great listener. After reading this you’re eager to learn more about customer support in the 5CA way! You are already thinking of ways to open the minds of your clients to the possibilities of human-centric, technologically advanced, and data-driven solutions.
How to apply
If you are excited about this opportunity, then hit that button! Tell us about your connection to gaming, of which its importance cannot be underestimated, and about your experience with b2b client engagement. We find it amazingly refreshing when you decide to really show yourself. That is why we apply video, instead of asking you for a cover letter.
A base salary of 50 – 60K gross, with an upside potential of 20% bonus
Fast growing company
We are a fast growing organisation with ambitious A-level clients
An inspiring environment with brilliant and creative professionals
All the basics, such as a laptop, phone, a travel budget
The freedom to spend your time and presence as you see fit.