Customer Success Manager
Også kendt som: Client success manager · CSM
Builds lasting customer relationships after the sale, monitors adoption and satisfaction and flags opportunities for growth or churn risk.
The customer success manager works proactively rather than reactively and must link customer success to the organisation's commercial interest. The distinction from a client advisor lies in the long term relationship and responsibility for retention rather than separate contact moments. Selection often fails on candidates who are relationally strong but use too little data to recognise churn risk in time before a customer actually leaves.
Kompetencer, der skal måles
Dette er adfærds- og kompetencekonstruktionerne i denne profil. Hver enkelt viser, hvilket spørgeskema i hrmforce der måler den.
| Kompetencer, der skal måles | Målniveau | hrmforce instrument | Evalueringsmetode | Adfærdsmæssigt anker på målniveau |
|---|---|---|---|---|
| Client focus Kompetence (50-rammeværk): Customer Focus Knockout | N5 | Big Fifty, Competency Check, 360 Feedback | 360-degree feedback | Translates client signals into changes in services and policy and holds the organisation accountable for the promised client experience. |
| Accuracy and attention to detail Kompetence (50-rammeværk): Accuracy Knockout | N4 | Big Fifty, 360 Feedback | Personality questionnaire | Builds check moments into the own process, keeps track of errors and prevents repetition by adjusting the method. |
| Stress tolerance Kompetence (50-rammeværk): Stress resilience | N4 | Big Fifty, 15PF, Mental Resilience (4C) | Personality questionnaire | Keeps working in a structured way at peak load, keeps agreements with clients clear and flags early which results are at risk. |
| Switching between tasks and roles Kompetence (50-rammeværk): Flexibility | N4 | Big Fifty, Colour Profile (Jung), Competency Check | On-the-job observation | Switches independently between execution and consultation tasks, keeps notes per role and correctly resumes interrupted work. |
Kort profil
De ti vigtigste kompetencer i denne profil. Den fulde profil med alle kompetencer, adfærdsmæssige ankerpunkter og vurderingsmetoder findes i downloadfilen.
| T | Kompetence | Målniveau | Vægt | Knockout | Evalueringsmetode |
|---|---|---|---|---|---|
| G | Client focus | N5 | 5 | ja | 360-degree feedback |
| G | Accuracy and attention to detail | N4 | 5 | ja | Personality questionnaire |
| V | Expectation management | N4 | 5 | ja | Structured interview |
| V | Working with digital devices and applications | N4 | 5 | ja | Work sample test |
| V | relationship management | N5 | 4 | nej | Structured interview |
| V | Account management | N5 | 4 | nej | Structured interview |
| V | Managing customer value and retention | N5 | 4 | nej | Work sample test |
| K | Dutch language proficiency at professional level | N4 | 4 | ja | Knowledge test |
| V | Complaint handling | N4 | 4 | nej | Situational Judgement Test |
| V | Service calls and telephone contact | N4 | 4 | nej | Work sample test |
Se alle 25 kompetencer i den fulde profil
Vurderingsværktøjer til denne stilling
Work sample test
Representative work sample under standardized conditions
Knowledge test (client-specific)
Professional knowledge test, customized for each client
Competency Check
Behavioral-Level Competency Assessment
Big Fifty
Personality questionnaire, 150 items, 25 factors
360 Feedback
Multiple assessments based on behavioral anchors
Conflict Styles
Preferred style in conflict situations
Mental Resilience (4C)
Mental Resilience According to the 4C Model
Structured interview
Behavioral interview with a fixed structure
Communication Styles
Preferred communication style
15PF
Personality Profile, a shorter alternative to the Big Fifty
Colour Profile (Jung)
Four color types, linked to Big Fifty factors
Ability Scan
Aptitude Test: Verbal, Numerical, and Abstract Reasoning Skills
Portfolio
Evaluation of prior work against fixed criteria
Sammenlignelige stillinger
21 kompetencer i profilen · junior
Client Advisor22 kompetencer i profilen · medior
Call Centre Agent20 kompetencer i profilen · junior
Inside Sales Support Employee23 kompetencer i profilen · medior
Customer Service Desk Employee22 kompetencer i profilen · medior
Receptionist21 kompetencer i profilen · junior
Switchboard Operator19 kompetencer i profilen · junior
Administrative Employee21 kompetencer i profilen · junior