Customer Service Manager

As a Customer Service Manager, you are a key member of the Intix Customer Excellence Team. Intix software solutions focus on payment and securities transaction archiving, transaction tracking, and business activity monitoring. Our clients are large international financial institutions. Depending on the service agreement, a client may be entitled to a dedicated Customer Service Manager. Your role is to ensure advocacy and guidance to keep the client’s Intix environment operationally healthy. You will deliver proactive, reactive, and escalation services while collaborating with Key Account Directors, Project Managers, Customer Support, and the Executive Leadership Team Key Responsibilities Operational Account Management : Act as the single point of contact for operational account management, ensuring seamless day-to-day operations and maintaining service quality. Oversee all activities impacting the customer and coordinate incident resolution. Incident & Risk Management : Monitor, manage, and escalate service desk cases as needed. Identify recurring issues and implement proactive risk mitigation strategies while considering compliance, security, and regulatory constraints. Service & Change Coordination : Plan and coordinate operational activities, change requests, and capacity reviews to ensure efficient service delivery. Align with customer budgets, infrastructure needs, and service usage. Continuous Improvement & Product Alignment : Gather customer feedback to enhance service quality. Share updates on the Intix roadmap and product evolution, aligning with the customer’s business strategy and IT roadmap. Strategic Account Management & Governance : Establish strong relationships with key contacts, lead strategic and operational alignment meetings, and contribute to service performance reviews and pre-sales initiatives. Bachelor’s degree in IT, Economics, Finance, or equivalent 5+ years of experience in a customer services role (ideally in a software development company) Affinity with banking, IT, and technology Proficiency in customer service software, CRM tools, and Microsoft Office Suite Fluent in English (Dutch and/or French is a plus) Excellent communication skills (written and verbal) Ability to manage multiple priorities in a fast-paced environment Customer- and solution-oriented mindset Autonomy, impact, and ownership in your role Modern offices next to Mechelen train station with ample parking Flexible hours and hybrid working conditions for a healthy work-life balance Competitive salary package with fringe benefits