Professional Services and Customer Support Manager – Remote – Benelux

Navitrans Logistics Software, an Aspire Software company, a division of the Valsoft Corporation, is seeking a Professional Services and Customer Support Manager.

We are hiring at Navitrans for a Professional Services and Customer Support Manager to join our team. The successful candidate will be based in Belgium, The Netherlands or Luxembourg. Working closely with the local management team in supporting customer relations through professional services delivery and support, the ideal candidate must be willing to roll up their sleeves. This is a hands-on role that requires commitment and problem-solving skills in order to help bring our companies to the next level.

Here is a little window into our company: Navitrans Logistics Software is a global business, delivering the most comprehensive and flexible logistics software in the Transport and Logistics Industry. Our platform has been designed with our customers and for our customers to deliver operational efficiencies and growth opportunities for transport companies worldwide.

Our solution is a complete Logistics Software, built for the industry, designed for logistic service providers, with extensive and easy-to-use functions for road transportation, sea- and air- freight, intermodal transport and public warehousing, Navitrans is the most complete out-of-the-box logistic software in the market today.

We have extensive experience in developing customized logistics software and we understand the businesses challenges our customers face, especially at such challenging times in the Transport & Logistics industry. That is why our purpose is to support our customers in delivering on their goals as easily and quickly as possible.

Our mission is to leverage on our pool of passionate experts in the industry to develop customized and innovative software within the logistics industry and help our customers' businesses worldwide to thrive. Our promise is the commitment to deliver a platform that supports our customers' business goals, keeps them at the forefront of innovation and drives performance.

Navitrans is part of the Aspire Software portfolio, the operational arm of Valsoft Corp, which operates and manages Valsoft's global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

Navitrans Logistics is headquartered in Kortrijk, Belgium with operations all over the world.

What your day will look like:

• Plan and monitor the day-to-day operations involving professional services and customer support areas of the business to ensure smooth progress (customer support and professional service departments)
• Work closely with the PMO Manager to ensure professional services resources are allocated to customer projects and billability targets are met.
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
• Create effective customer service procedures, policies, and standards
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
• Implement, monitor, and give visibility through reporting of key performance indicators (answer rate / close rate/billability and utilization / etc.)
• Maintain accurate records and document all customer service activities and discussions
• Responsible for recruitment and ramp-up of new customer professional services resources and customer support agents.
• Interact directly with customers on escalated professional services and customer support issues
• Use Professional Services and Customer Support tools and documentation to investigate issues and answer questions relating to bugs, system configuration and how to use the functionality of the products
• Find potential improvement in any areas of the department to help increase productivity amongst staff and level of service to the customer
• Setup and monitor NPS reports

About You:

• 5 years' experience as a Professional Services and/or Customer Support Manager
• Outstanding communicator (written and verbal) with unmistakable interpersonal skills in managing people both at staff support
• Ability to implement, monitor and drive best practices with clear KPIs throughout both departments
• Bachelor's degree or relevant working experience
• Experience in SAAS
• Experience managing professional services and/or customer support teams
• Good understanding of management practices and techniques
• Proven team management (dealing with staff of 20+ is an asset)
• Experience in customer support via email and phone mandatory
• Technical awareness and ability to understand new software and services
• Proven people management, including HR general management knowledge, an asset
• Offshoring experiences
• Proficiency with Microsoft Office 365
• Customer service software (Zendesk, TeamSupport, Intercom, Zoho, Jira Service Desk)
• CRM (Salesforce)
• Professional services software (Upland / Servicenow / etc.)
• Legally authorized to work in the Benelux region
• Fluent in Dutch and English is essential (French is an asset)

For further information about Navitrans, you can visit our website at www.navitrans.eu