Customer Success Specialist - (EXIN)

Who We Are & How We Work

We are EXIN, an independent certification institute specializing in the IT sector. We offer a comprehensive solution for certifying digital professionals and proudly belong to the Software Improvement Group (SIG). As part of our international growth strategy, we are looking for a Customer Success Specialist to help our partners achieve their goals. In this role, you will play a crucial part in supporting our training partners by utilizing your in-depth knowledge of the operational aspects of the examination and accreditation processes.

Where You Fit In

As a Customer Success Specialist, you will report to the Sales Operations Lead based in Utrecht and be responsible for managing accounts with training organizations. Your daily tasks will involve reaching out to partners to help them understand the full potential of EXIN’s certification portfolio. As a member of the Customer Success Team, you will focus on building strong relationships, identifying new opportunities, and driving business growth, all of which are crucial for ensuring customer satisfaction and loyalty. You will analyze customers’ wishes, questions, and concerns, and translate them into effective solutions.

You will collaborate closely with our international partners and candidates on various tasks, including contracts, accreditation, and exam processing. If any issues arise, such as delays in accreditation or exam-related matters, you will take the lead in resolving them and proactively communicate with our partners. In conjunction with the Sales Team, you will follow up on new leads, log all activities in the CRM, and ensure everything is up to date.

A key part of your role involves onboarding new partners and guiding them through the accreditation process, while also ensuring that their accounts remain current and compliant. You will have the opportunity to introduce new partners to EXIN and demonstrate why we are the best choice for their business.

As a member of the Customer Success Team, you will be at the operational heart of EXIN. All exam processing and certification decisions occur within this team, so you will occasionally be involved in the exam processing workflow. Additionally, you will collaborate with colleagues in finance, IT, and exam development, working as part of a close-knit team.

Your Responsibilities

• Maintain and enhance relationships with international partners and candidates by managing contracts, examinations, orders, and accreditations.

• Follow up on leads and engage in upselling and cross-selling to existing partners.

• Provide exceptional customer support to boost satisfaction and loyalty.

• Understand customer needs and translate them into effective solutions.

• Proactively oversee customers’ processes, intervening when issues arise (e.g., delays in accreditation or examination processing).

• Manage requests from partners, ensuring compliance with current accreditation and financial requirements.

• Identify and report bottlenecks in customer processes to help improve systems and workflows.

• Handle administrative tasks related to examinations, accreditation, and financial processes as necessary.

What’s in it for you?

You will join a hardworking and fun international team where we take our work seriously while also enjoying what we do. Our office language is English, and we value collaboration and learning from one another.

In this role, you’ll experience plenty of variety, which will allow you to sharpen your existing skills and develop new ones. The learning never stops here, and we provide access to unique knowledge along the way. You will also be part of a young, dynamic, and highly educated group of colleagues.

We prioritize flexibility, enabling many of us to successfully balance work with family life. Additionally, our flat organizational structure allows your initiatives and ideas to grow and thrive.

Requirements

• HBO/Vocational level qualification.

• Fluency in both English and Spanish.

• Proficiency in an additional language is a plus.

• 1-3 years of experience in a similar role.

• Availability for 32-40 hours per week.

If this sounds like the right opportunity for you, please submit your CV and motivation letter in English. Applications without these documents will not be considered.