Digital Customer Success Manager

Be part of CM.com. Step into a role where you’ll be empowered to connect and drive change at CM.com. We are looking for a Digital Customer Success Manager who is ready to support our continued growth and take part in our Engage business unit! At CM.com, we’re passionate about empowering businesses to deliver incredible experiences to their users.

This is not just a job, it's an opportunity to change the way businesses and people connect. You may already know us from those seamless SMS or WhatsApp messages you receive, the tickets you effortlessly grab for that upcoming festival, pay for anything with our payment solutions, or even through chatting with the helpful AI chatbot for support. All our services are integrated into our unique business structure, which consists of four business units: Connect, Pay, Live & Engage. Our people are the spark that ignites innovation. CM.com colleagues are fueled by a passion for technology and a dedication to making a difference. Since 1999, our philosophy has remained the same: “Do what you like, do what you’re good at, and contribute”.

What you will do

As our new Digital Customer Success Manager (DCSM), you will design and execute a comprehensive digital customer success strategy that includes a range of instructional and promotional materials, such as e-learnings, e-mail campaigns, and webinars. Your efforts will ensure that our global clients and colleagues have easy access to impactful content, enhancing their understanding and utilization of our innovative products, such as HALO, Mobile Marketing Cloud, Mobile Service Cloud and Conversational AI Cloud.

You will be working in our Enablement Team. The role of a DCSM is crucial in a digital-first environment where customer interactions are primarily online. It requires a blend of project management, marketing skills, customer service skills, and strategic thinking. As a Digital Customer Success Manager, you will implement digital customer success strategies that drive global customer engagement and ensure that our clients derive maximum value from our Marketing & Customer Service Solutions. Your expertise will help us maintain a consistent and impactful digital strategy that meets the dynamic needs of our diverse and global client base.

Key Responsibilities:

• E-Learning Platform: Design and maintain the e-learning platform, updating training content regularly to ensure a strong foundation for client and co-worker knowledge and empowerment.

• Webinars: Plan, coordinate, and execute a series of expert-led webinars. This includes recruiting and preparing hosts, developing promotional and educational materials, and managing participant communications to enhance interactive learning experiences.

• Customer Engagement: Create and implement email and messaging campaigns, as well as other innovative strategies, to drive customer engagement and ensure clients are informed and active in their use of the platform.

• Cross-Functional Collaboration: Work closely with customer success managers, marketing colleagues, and product owners to ensure the accuracy and relevance of all content, integrating feedback and insights from various stakeholders to optimize effectiveness.

• Customer Feedback and Improvement: Gather and analyze client and co-worker feedback and performance metrics to refine digital strategies, ensuring materials continuously meet client needs and enhance their experience.

You connect with us, if you:

Feel connected to our CM.com shared values:

• Drive & Lead: We encourage the entrepreneurial spirit and are self-managed to be able to quickly grasp opportunities.

• Grow & Learn: We keep evolving our innovation capabilities and help you to get the best out of yourself, both professionally and personally.

• Together & Care: We love working together. We stimulate collaboration with utmost respect for each other regardless of gender, age, background, or beliefs.

• Speed & Change: We are an agile and dynamic organization, that keeps adapting and knows how to respond to opportunity or change

Additionally, you ideally have

• A bachelor's degree in Marketing, Communications, or a related field, or equivalent practical experience.

• Basic knowledge or interest in content creation, including video production, email campaigns, and webinar coordination. A passion for storytelling and engaging content is highly valued.

• Strong organizational skills with a keen eye for detail, adept at prioritizing and executing project management tasks to oversee and drive multiple projects simultaneously to successful completion.

• (Near) native in English is required. Proficiency in Dutch is desired;

• Residence within travel distance to our office in Amsterdam (Rembrandt Park) or Breda.

Believe you’d be a great fit for this role, even if you don’t tick every box? Reach out to our Recruitment team! We’d be happy to connect and see if we can make it work together.

Benefits of working at CM.com

Your CM.com journey starts with the 3-day Global Onboarding at our Breda HQ. Dive deep into our organization, the four business units, our unique culture, and connect with your colleagues from all over the world.

As a CM.com Club Member, you'll unlock a world of incredible benefits:

• Fuel your mind: Daily healthy lunches and snacks to keep you energized.

• Effortless commutes: Shuttle mobility cards and company cars get you where you need to be.

• Invest in your future: A solid pension plan.

• Take your time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days

• Own your success: Become a shareholder with our Employee Share Purchase Program.

• Level up your skills: Udemy, CM Academy, and exclusive Meetups with thought leaders to ensure you're always learning and growing.

• Life's a party: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.

Here, diversity is our superpower. Our diverse perspectives fuel innovation and drive us forward. We celebrate every member, regardless of age, background, or beliefs. At CM.com, everyone gets VIP access – because together, we rock!