Job Openings Customer Service Manager

About the job Customer Service Manager

Customer Service Manager

Overview

The Customer Service Manager (CSM) manages and develops relationships with a portfolio of key clients. The role focuses on optimizing and executing end-to-end administrative processes and best practices, while actively contributing to the Belgian sales plan.

The CSM oversees larger-scale operations, ensures service performance and contract compliance, and drives continuous service improvements. The role acts as the main interface for all technical and operational matters, including incident and crisis management, SLA follow-up, and coordination with the service desk.

Key Responsibilities

  • Build and manage strong relationships with key clients.

  • Act as single point of contact, ensuring high customer satisfaction and service quality.

  • Collaborate closely with internal teams to meet customer needs.

  • Identify and communicate new business opportunities to the sales organization.

  • Manage escalations and resolve issues effectively.

  • Monitor contract performance and define reporting formats and KPIs.

  • Prepare and present regular performance reports.

  • Handle contract governance and manage customer P&L.

  • Act as main interface for technical and operational matters, including incident and crisis notifications.

  • Follow up on SLA compliance and ensure service levels are achieved.

  • Coordinate with the service desk on daily service operations.

  • Attend and lead Service Review Meetings, draft minutes, and define action plans during crisis situations.

Requirements

  • Minimum 5 years of experience in service management, customer relationship management, or similar role.

  • Experience managing large and complex customers.

  • Strong organizational skills and ability to provide direction within matrix and international environments.

  • Excellent written and verbal communication skills, including C-level presentations.

  • Strong customer, service, and quality focus.

  • Solid financial acumen.

  • Proven experience in continuous improvement initiatives.

  • Fluent in English.

  • ITIL Foundation, PRINCE2, or equivalent certification (preferred).