Client Success Specialist

Over deze functie

Be the person your clients trust to make Get-e work for them. You'll take on a portfolio of clients and become their dedicated point of contact: the person who knows their business, anticipates what they need, and makes sure every interaction with Get-e feels handled, not handed off.
This isn't ticket resolution. It's relationship ownership. You're accountable for how your clients feel about Get-e, not just how fast their tickets close.

What you'll do
Getting clients off to a strong start

• Be your client's guide from day one, the person who makes their first weeks with Get-e feel effortless, not administrative

• Understand each client's business well enough to set them up in a way that actually fits how they operate, not just how our systems are configured

• Catch and fix friction before the client feels it
Knowing your clients better than anyone else at Get-e

• Be the one person your clients can call who already knows their history, their preferences, and what matters to them. No re-explaining, no hand-offs

• Run regular check-ins that are worth the client's time, not status updates, but a genuine read on how things are going and what could be better

• Spot when a client is quietly struggling before they have to complain about it
Making things right when they go wrong

• Take full ownership of complaints and disputes for your clients: investigate properly, resolve them, and communicate in a way that leaves the client feeling looked after, not processed

• Be proactive about bad news. Clients should hear it from you before they have to ask

• Handle escalations yourself wherever you can. The goal is your clients never have to go around you to get something fixed
Helping clients get more out of Get-e

• Look for chances to make the relationship more valuable, not just less painful: new routes, better service fit, smoother processes for their team

• Bring the client's voice back into Get-e. If something about our product or process is making their life harder, that's information the business needs
Outcomes

• Clients say you know their business and treat you as a trusted partner, not a support line

• New clients feel confident and set up for success within their first weeks, not confused or chasing you for basics

• Clients experience fewer surprises and faster, more human resolutions when something does go wrong

• Retention and satisfaction improve within your portfolio because clients feel owned, not queued

• Clients see you proactively bringing them value, not just responding when asked

• 5+ years in client services, customer success, account management, or client-facing operations (travel, mobility, or service industry a plus)

• You build real relationships. Clients remember you, not just your resolution time

• Genuinely curious about how your clients' businesses work, so you can anticipate what they need

• Strong written and verbal communication; confident and calm handling sensitive situations

• Commercially minded. You can spot when a client relationship has room to grow, not just room to fix

• Able to prioritize across a portfolio, knowing which relationships need attention before they ask for it

• Strong English (Dutch or other European languages a plus)

• Experience in the aviation, travel or mobility industry is a big plus

• You're based in the Netherlands

• NS Business Card: We've got your commuting costs covered. Prefer driving? We'll handle your travel expenses.

• Experience Our Service: Use our cab service yourself, twice a year.

• Healthy Lifestyle: Fresh fruit in the canteen, plus meal discount options.

• On-site Gym: Access to our fully equipped office gym.

• Holiday Allowance: 8% holiday allowance.

• Vacation Days: 25 days a year.

• Remote Work: Hybrid (2 days from home), with up to 2 weeks working from abroad.

• Pension Contribution: 2.5% employer contribution.