Over deze functie
Do you want to play a crucial role in ensuring customers have a smooth, clear and enjoyable journey from the moment they sign their quote until the installation is successfully delivered? As Installation Success Manager you guide customers through all required steps, remove obstacles before they escalate, and ensure every installation day ends with a smile. Ready to smoothen Quatt’s customer journey?
Our goal is to provide 3 million households with sustainable products, such as heat pumps, batteries and more, before the end of 2030. As Installation Success Manager, you’ll be essential in executing this mission by making sure customers feel supported from start to finish.
🌱 What you'll be doing:
• Be the main point of contact for customers from signed quote to successful installation.
• Proactively reach out to customers to guide them through their preparation steps, ensuring everything is ready for installation day.
• Monitor the customer journey daily and proactively remove obstacles along the way.
• Work closely with Planning, Work Preparation and Installations to keep every installation on track.
• Call customers the day after their installation to check how it went, gather feedback and resolve any issues quickly.
• Oversee the resolution process when an installation is not a first-time right
• Use our tools and data to spot bottlenecks early and step in before they escalate.
• Ensure customers feel supported, informed and confident throughout their journey.
💡 What you'll need?
• Customer-first mindset: You enjoy helping people and turning complex steps into a clear, guided experience.
• Strong communication skills: You know how to reassure, motivate and guide customers over the phone. Fluency in Dutch is required to speak to customers.
• Proactivity: You don’t wait for problems—you anticipate them and step in early.
• Structured way of working: You can manage many customer journeys at once while keeping a sharp overview.
• Analytical attitude: You can interpret signals and dashboards, and translate them into concrete actions.
• Collaboration: You work effectively with multiple teams to keep installations moving forward.
• Ownership: You feel responsible for a successful installation and go the extra mile to avoid a poor customer experience.
⚡ Nice to have
• Experience in customer success, operations, account management or another customer-facing role is a plus.
🤷♀️ Why Quatt?
• A salary between €2.800,- and €4.000,- monthly 💸
• 25 paid holiday leave days + 8% holiday allowance
• Free vegan/vegetarian lunch in the office daily 🥗
• Travel compensation of €0,23/km or an NS-business card 🚆
• Informal culture with monthly drinks and office parties 🍻
• Yearly discount on Quatt-products
• Referral bonus of up to €2.000 when referring new colleagues
• Work in an international team with people from over 30 nationalities. 🌐