Online Marketeer Portal Manager

Senior Professional Job Netherlands, Delft Customer Success Netherlands
Exact’s Support Portal is what’s on your mind all day, every day. You’re in charge of making our Support Portal visits go through the roof! At Exact, you innovate and see your good ideas come true. And where is your career heading? That’s up to you. The career opportunities are unprecedented. 1,850 enterprising colleagues have already paved the way. Are you on board?

This = the job you are looking for
The Support Portal is key in our service offering to our customers, providing an extensive set of services: knowledge base, virtual classroom training, training webinars, training tracks, community, ideas, consultancy and contact customer support. 
It is up to you to improve the Support Portal every day, further developing a user-friendly, world-class Support Portal for our customers, to help them to learn, use and optimise our software on a daily basis. Questions on your mind are: how can our customers find the help they need easily?; how to increase usability even further?; how do we make sure our extensive service offering is communicated clearly?; and how to increase usage? 
Each day you make data-driven decisions, ensuring that the benefits of the Support Portal are being promoted in- and externally. You’ll translate stakeholders’ whishes into clear actions that match with your shared vision on the Support Portal. You collaborate closely with specialist in our Digital Engagement team like data analysts, UX-designers and customer journey owners. Next to that you work closely together with other departments like support, delivery and our product learning and enablement team as well as with the Support Portal’s development team.

Your responsibilities include:
  • Gathering needs and input from a variety of stakeholders;
  • Collecting and prioritising business needs;
  • Collaborating with a variety of stakeholders to achieve your goals;
  • Continuously improving and maximizing performance of the Support Portal; 
  • Promoting the Support Portal;
  • Defining and maintaining the Support Portal strategy and guiding principles, differentiating for different user groups;
  • Applying the build–measure–learn method using data and data tools such as Google analytics and PowerBI;
  • Organising for success by improving workflow and governance.
Your goals are:
  • Increase Support Portal usage;
  • Call deflection;
  • Increase the Customer Effort Score;
  • Improve customer satisfaction;
  • Increase retention rates.
This = your team
The Customer Success department is made up of three pillars (Customer Support, Delivery and Engagement), supported by the Operations team and Business analysis. With a team of 500+ colleagues, we work on our main goals: driving NPS and reducing churn. You will work within the Engagement-pillar, in the Digital Engagement Team. They are known for their high level of service, creativity and smooth cooperation. Asking for help if necessary and offering help if possible is part of their DNA. 

This = what your future colleague says
“This new role will be vital for our team in the next period. We have a world class Support Portal that we want to bring to the next level. We’re seeking a top talent who can fulfill this mission.” - Marcel van de Sandt, Chief Customer Success Officer.
This = what you bring
With us, you can be yourself, and we would love to discover what sets you apart. For the position of Online Marketeer Portal manager, you need to be proactive, innovative and in the driver seat. What's more, you bring:
  • Relevant work experience in similar jobs in the field of digital products;
  • Great communication and soft skills to build relations with, and manage expectations of, a variety of stakeholders;
  • Thorough understanding of customers’ and stakeholders’ needs;
  • Experience in aligning and prioritizing stakeholder wishes and roadmaps;
  • Project management skills;
  • Analytical skills and a data-driven mindset, along with a familiarity of data-tools such as Google analytics and PowerBI;
  • A great dose of customer centricity.

This = what you get
At Exact, we work hard. And there is something in return. The balance between work and relaxation is very important to us. So once everything gets back to normal, you can work up a sweat in our own gym or take a break at the coffee bar. Empty your head and then tackle your daily tasks with renewed energy. And, of course, that's not all. As a Program Manager Support Portal, based on 40 hours per week, you can also count on: 
  • an employment contract for a year, with an outlook to an open-ended contract;
  • a holiday allowance of 8%;
  • a thirteenth-month bonus;
  • reimbursement of travel expenses;
This = why you shouldn't wait
If it feels good, don't hesitate. So let us know why you are exactly the right Online Marketeer Portal Manager. If you have any questions about the position and/or the application procedure, our recruiter will be happy to answer them via wendy.vermeulen@exact.com or by phone on 06 – 13 29 46 56. 
 
This = our application procedure
  • If we have enough in common, we will invite you for a first interview;
  • An assessment is part of the selection procedure;
  • The selection procedure takes about two to four weeks.
This = Exact
Founded in 1984 and now operating in more than 100 countries, we are a leader in the global business and financial software market. What makes us stand out? We combine the energy of a start-up with the advantages of a multinational. Our aim is to create the best business software with the most innovative software solutions. Over 550,000 entrepreneurs and accountants trust our software and use it on a daily basis.
 
As an employer, we accept our social responsibility. This is important to us and we genuinely believe in it. We think green in everything we do, whether it's by reducing paper consumption, encouraging digital working and minimising travel by plane and car. We also support employees who want to contribute to the (local) community.  Exact celebrates differences and views them as a learning opportunity. We assess ideas based on merit, rather than source. It’s passion, dedication and ownership that earn you a place at the table.
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