Customer Success Manager- NATO & Netherlands
Janes delivers the world’s most complete collection of open-source defence and security intelligence. With a global team of expert analysts, Janes has been a trusted source of data and analysis for militaries, governments, and defence manufacturers for over 125 years.
Accessible via high- and low-side environments, Janes OSINT data asset links equipment, military capabilities and orders of battle, events, countries, companies, and markets. Using Janes our customers gain access to unrivalled, actionable open-source intelligence for decision advantage.
The Customer Success Manager- NATO & Netherlands will be responsible for supporting ongoing discussions with the customer, providing direct customer support through renewals and on-boarding of new business to ensure that Janes content, data and services are being utilised by the user community in the best possible manner for both Janes and the customer. This role is a largely client-facing role that directly supports revenue retention and acquisition of new business. The Customer Success Manager will be responsible for re-educating our customers to understand new opportunities and ways of working.
How you will contribute at Janes:
- You will be the primary point of coordination with the customer for Janes support, whether that is user-training, technical support, or product delivery and implementation.
- Developing and maintaining an engaged user community by understanding their workflows and data requirements, handling administrative requests, comments or concerns
- You will be responsible for training the end user community on the content and data from Janes they have available.
- You will work within the Sales team to identify and seek to capture any new business opportunities.
- You will undertake end user community surveys and socialise feedback within Janes, following up on actions, where required, to ensure Janes support exceeds their expectations.
- You will support the testing of new products and development of existing products in conjunction with colleagues from Janes Product & Solutions Department
- Lead the development and implementation of user community engagement strategies, including case studies and scenario modelling for sharing best practice
- You will work with Marketing to support the planning and delivery of user promotions and support client engagement initiatives
Requirements
The ideal skills and experience for this role are:
- Previous experience in a data service provider and/or within the Aerospace and Defence and military sectors
- Proven track record in an independent and pro-active working environment
- Excellent communication and presentation skills both virtually and in person
- Experience of communicating with decision-makers and c-level executives
- Collaboration within a country and regional team for shared outcomes
- Proven administrative skills including working remotely
- Experience of balancing “hard line” and “soft line” reporting
- Detail-orientated with a drive to investigate and resolve issues
- Fluent in Dutch and English, additional languages would be beneficial
We believe Janes is truly a great place to work. Our values and leadership code drive everything we do, and we understand that the right behaviours and culture will always result in the best outcomes for our customers, our colleagues, our shareholders, and our business. We provide a supportive, stretching, and dynamic environment with the ability for you to grow rapidly, both personally and professionally.
Janes is an inclusive and equal opportunities employer and encourages applications regardless of age, race, disability, religion / belief, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy/maternity, or gender.
Although this role is advertised as full time, Janes believed that flexibility at work can provide many significant benefits both to our colleagues and the business. We already work in a hybrid style across all offices and regions and can support different ways of working and offer different flexible working arrangements. So, if you are interested and have any requirements or needs in the way you would like to work, please apply, and speak to us about this.
We will always consider part time or flexible applications
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