Customer Success Manager

ARC Europe is the European expert in automotive assistance founded in 1991 by the leading European automobile clubs. We are experts in assistance & mobility services and we provide high-level services to our B2B customers in more than 40 countries in Europe. We accompany our clients coping with the deep evolution in the automotive industry. As a mobility partner, our strategy is to help our customers responding to their clients’ new expectations by offering a comprehensive and customer-centric approach covering the full mobility ecosystem.

Our Customer Success Managers play an important role in supporting and growing our client relationships and network partners. By understanding their needs and acting as their trusted point of contact, they help ensure a seamless experience and deliver real value every day.

As a Customer Success Manager, you will build strong partnerships with automotive clients, coordinate operational activities, and work closely with different internal and external stakeholders to deliver customer excellent service and long-term success for our partners.

Main Responsibilities:

• Client Expertise: Master dedicated B2B client accounts (primarily automotive OEMs) and ARC Europe products, becoming the go-to expert.
• Account Management: Oversee daily operations for existing ARC Europe clients, ensuring exceptional service and satisfaction. Facilitate operational workshops tailored to address each client's needs and requirements. Manage day-to-day administrative tasks.
• Stakeholder Collaboration: Collaborate with internal and external stakeholders, orchestrating seamless communication and alignment.
• Client Engagement: Lead service delivery review and business review meetings, proactively address issues, and devise action plans for continuous improvement.
• Issue Resolution: Analyze and resolve B2B complaints promptly, maintaining high service standards. Adapt processes based on lessons learned to continuously improve performance and efficiency.
• Process Refinement: Develop and refine operational processes for enhanced efficiency and excellence.
• Reporting & Performance Analysis: Review technical reports, offering valuable insights to stakeholders, proactively address challenges, and devise action plans for performance recovery.
• Tenders & Implementation: In collaboration with the Sales team and other stakeholders, assess the content and requirements of new tenders offering operational expertise, and providing insights and strategic input to ensure alignment with operational capabilities and a seamless blend of operational feasibility and client expectations.

Skill Requirements and Personal Attributes:

• A minimum of 3 years experience in B2B account management and/or similar roles or a role in a customer care / assistance call center, ideally in a senior position (team leader, supervisor).
• Exposure to the Roadside Assistance environment or Automotive OEM is advantageous.
• Familiarity with connected and telematics services (e.g. bCall, eCall) is a plus.
• Proficient and advanced knowledge of the Microsoft Office package is essential. User experience with PowerBI is beneficial.
• Fluent in English (company language). Additional languages are beneficial.
• Experience in an international environment and participation in international projects is advantageous.
• Organizational agility, ownership mindset, client-centric approach, priority management, results-oriented, attention to detail, communication prowess, and willingness to travel across Europe.

Does this seem to be the next step in your professional career? Hit the button and send your resume to our hiring team, and they will be happy to contact you upon receipt of your application.

would you like to have more information about the position? You can always contact us via our general email address : HR@arceurope.com