Operational Account Manager

Be-Mobile, headquartered in Ghent, pioneers in Smart Mobility Solutions on an international level. We offer advanced solutions to measure and manage the traffic flows in order to put travelers, cities, road authorities, parking operators and logistics companies all around the world in control of their mobility processes.

To strengthen our team, Be-Mobile is looking for an Operational Account Manager who is interested in working in a cutting-edge, socially engaged environment.

As an Operational Account Manager in the Projects & Operations team for the Be-Mobile Tech BU, you are dedicated to bringing success to our customers who are using our solutions. These solutions consist of different key components such as smart route planning, traffic information, truck navigation, estimated time of arrival (ETA) and C-ITS (Cooperative Intelligent Transport Systems). By working closely together with the customers business and operations team, you aim at maximizing the value they get from being a Be-Mobile customer.

What we expect from you:

• To manage the global success of one or more customer accounts who use our traffic solutions:
  • Onboard new customers after successful project delivery, and get to know them, their organization and the key stakeholders. Maintain a global overview of the account, the implemented solution and the customers business objectives
  • Be the liaison between the customer and Be-Mobile, helping them achieve their objectives and make the collaboration a positive experience for both parties
  • Act as the Single Point of Contact for business development, contractual topics and escalations
  • Manage change, propose solutions to the customers business challenges, take ownership of commercial proposals and follow up on the timely and qualitative delivery of the change
  • Work with the customer in developing their business roadmap, upselling new tools and features to extend their product portfolio
  • Track the financial status of the customer, ensuring invoices are sent and paid. Manage potential financial discussions upfront by identifying and communicating on gaps in the service delivery
  • Identify risks, define mitigation strategies and keep track of the risk progress in the risk log
  • Document operational procedures and service delivery strategies to bring self-sufficiency to the customer
  • Give trainings to new customer personnel onboarding them onto our solutions
  • Setup a clear and proactive reporting and governance structure. Internal Be-Mobile stakeholders must be aware of the overall financial and operational status of the account. External stakeholders must be kept up to speed on the status of changes, incidents, product roadmap and planned activities

• To actively collaborate with other teams within our Business Unit, targeting global growth and success
  • With the Sales and Offering Manager, identifying opportunities and proactively work on extending the customers product usage
  • With the Engineering team, managing bug fixes, product deliveries and change request implementations. Extend customer feedback towards the Engineering team to continuously improve our product
  • With Incident managers to track and respond to incidents, changes and other operational activities

• To actively contribute to the global success of Be-Mobile
  • Be critical to what we do and how we do it. Take the time for retrospectives on yourself, the team and the organization as a whole
  • Propose internal improvements related to our way of working, processes and procedures with the intent to improve our quality and efficiency
  • Share your knowledge, build templates, provide documentation, … that can help your colleagues achieve their objectives, or new colleagues onboard quicker
  • Work on continuous improvement related to our project and account management and service delivery capabilities to business clients.
  • Participate to post project reviews to cultivate a “learning organization”

The must-haves we are looking for are:

• IT background or proven interest in technologies and software development
• Able to document problem and solution in a clear and understandable way
• Experience in a customer success management role or comparable
• Experience in the development of successful service contracts plans, growth targets and service strategies
• Experienced in use of Microsoft Office tools
• Knowledge of JIRA is a plus
• Fluent in Dutch and English. French is a strong plus.

These soft skills will help you to match the above written expectations:

• Be driven towards results and have a strong focus on service delivery
• Be a team player, willing to share knowledge and experience
• Take ownership and natural tendency towards continuous improvement
• Have confidence, be stress-resistant and flexible
• Be eager to help and to learn
• Maintain a strong customer focus and be oriented towards understanding and meeting customer needs.

If you recognize yourself in multiple aspects of the list above and you have what it takes in learning mindset with regards to the others, we are happy to hear from you!