Senior Customer Success Manager

Locatie: Remote (4 dagen) + 1 dag per week op locatie (woensdag, Utrecht of Nijmegen)
Dienstverband: 32–40 uur per week, in loondienst
Startdatum: Q3-Q4

Monkey Vision is looking for a Medior/Senior Customer Success Manager - Digital Agency who is energised by building brands, managing projects and long-term relationships with clients. You ensure that new brands are established smoothly and that existing clients continue to grow.

We are Monkey Vision, the point of contact in the online world. We help clients set up and grow their brand, with all the trimmings: strategy, branding, content, websites/webshops and marketing. From initial brand concept to further development and campaigns: we take care of the total package.

Your role

As Medior/Senior Customer Success Manager, you are ultimately responsible for your own client portfolio. You translate ambitions into clear plans, monitor progress and ensure that customers do not have to worry about their brand, website or marketing. You work closely with a team of strategists, designers, developers and marketers.

Your role is a mix of Customer Success, Account management and Project management:

• For new clients, you guide the process from strategy and branding to website and marketing.
• For existing clients, you will drive the further development of their brand and digital products.

What you will do

• You are the permanent point of contact for your clients in the online world.
• You will build and maintain long-term customer relationships: you will plan calls, visit customers.
• You translate the client's objectives into a concrete plan with a clear brand and marketing strategy, together with our specialist team.
• You will draw up roadmaps and schedules and monitor the progress of projects, from briefing to delivery.
• You manage the internal creator team(design, development, content, marketing) and make sure everyone knows what needs to be done when.
• You monitor the quality of all deliverables
• You make sure projects are profitable and delivered on time.
• You identify opportunities with existing clients (further development, new propositions, campaigns) and convert these into concrete proposals.
• You are there even when things get tough: you think with us, monitor the scope and look for solutions.
• You will actively work on improving processes and cooperation within the team.

How you work (tools & way of working)

You will work daily with

• Slack for internal communication.
• Team leader for project and client management.
• AlignedUP for planning and resource management.
• Figma for design & prototyping.
• Markup for feedback rounds on designs and websites.
• WordPress (and related tooling) as the basis for many of our websites/webshops.

We work in a pragmatic waterfall mix: clear phases and delivery moments, with enough flexibility to adjust in between if strategy or insights change.

What you will be judged on (KPIs)

In this role, you will be jointly responsible for, among other things:

• Customer satisfaction & NPS of your customers.
• Margin per project and profitability of your client portfolio.
• On-time delivery of projects and key milestones.
• Customer retention and development: customers who stay and grow with us.

Who you are

• You have 3-5 years of relevant experience at a digital agency or in the media/online industry.
• You have demonstrable experience in project management and managing multidisciplinary teams.
• You have at least hbo working and thinking level.
• You speak and write fluent United Kingdom and can manage well in English.
• You have strong communication and social skills: you can interact with founders, marketers, developers and designers.
• You have strong analytical skills and can translate customer data, results and feedback into concrete next steps.
• You have commercial feeling: you recognise customer opportunities and know how to turn them into added value for them and for us.
• You are structured, keep an overview and stay calm when working on multiple projects simultaneously.
• You have a high level of drive and energy: you want to grow brands and keep developing yourself.
• You are flexible and understand that the online world and customer needs are constantly changing.

What you get from us

• A job where you have real impact on brands and businesses.
• Employment of 32-40 hours per week.
• 25 holidays (based on full-time).
• Travel allowance, also for customer visits you make independently.
• Ability to work 4 days remotely and 1 fixed day (Wednesday) on location (Utrecht or London) together with the team.
• A nice working environment with a young, ambitious team that wants to be better than yesterday every day.
• Space to implement your ideas and actively help build Monkey Vision Vision.
• Training and courses to develop personally and professionally.
• Good food and coffee. And yes, that helps.
• Salary between €40-45K per year
• Bonus structure after 1st contract

Application process

Does this suit you? Send us your CV and a short motivation (may also be in the form of a video or short story).

Tell us most of all:

• What type of clients you have previously managed.
• What kind of projects (branding, websites, campaigns) you managed.
• An example of a situation where you 'saved' a project or client.

We will review your application and get back to you soon. If there is a match, we will schedule a first interview. This will be followed by a case after which we may make you an offer.

Does this sound like your next step? Respond and join us in building strong brands at Monkey Vision.

Apply for this position