Head of Sales & Customer Service

Embark on an exciting journey with Esri BeLux, a leader in providing advanced location-based solutions to clients in Belgium and Luxembourg. We are committed to leveraging cutting-edge technology to empower our clients and drive innovation across various sectors

As Head of Sales & Customer Service, you will lead the sales and customer service operations for assigned verticals/markets. The role combines sales leadership (Business Development and Account Management) with customer service management, including back-office operations such as order processing, delivery and invoicing. The purpose is to realise revenue growth, high customer satisfaction and strong profitability, ensuring a seamless customer experience from first contact to post-sale support. 

• Manage the daily operations of the Sales team to achieve the objectives set for our clients and markets.
• Structure and lead key account meetings, including licence usage, software updates, support calls, life cycles, planned activities such as migrations, and identifying optimisation opportunities.
• Coordinate, develop, and implement processes for a more efficient organisation of the Sales and Customer Success departments.
• Translate management’s strategy into concrete actions for the team (account meetings, documents, customer information, internal meetings, etc.).
• Develop a tailored Geospatial Strategy Plan for each client to identify new opportunities, initiate projects, and stimulate revenue growth.
• Create clear customer journeys focusing on onboarding, activation, personalised support, satisfaction, and retention.
• Closely monitor sales targets for each team member and analyse the effort invested in potential deals.
• Foster a proactive and dynamic working culture within the Sales and Customer Service teams.
• Collaborate with Account Managers, Solution Engineers, Support Teams, and Project Managers to ensure smooth execution.

 

1. Strategic Leadership

·       Translate the company’s business plan into actionable sales strategies for both new business (BDM) and existing accounts (AM).

2. Team Management & Coaching

·       Lead, mentor, and support BDMs, AMs, and Customer Service team in achieving individual and collective KPIs.

·       Conduct regular performance and pipeline reviews.

·       Coach team members on business plans, account plans, deal strategy, negotiation, pricing, client relationship management, and service excellence.

3. Performance & Target Management

·       Drive and support BDM and AM in defining clearly their targets.

·       Monitor and drive performance against sales targets (revenue, gross margin, share of wallet, retention).

·       Ensure BDM, AM, and customer service activities are tracked in CRM and Business Central.

·       Oversee service KPIs including SLA compliance, resolution time, and customer satisfaction scores.

4. Cross-functional Coordination

·       Team up with the partner manager to leverage the GIS ecosystem for our customers and markets.

·       Collaborate with marketing to generate and nurture leads in target markets.

·       Partner with operations/delivery teams to ensure service quality aligns with sales commitments.

·       Work with finance on pricing, contract terms, invoicing accuracy, and margin protection.

·       Ensure a smooth collaboration and information exchange between sales and customer service.

5. Market & Account Strategy

·       Guide BDMs on prospect prioritization in vertical markets.

·       Support AMs in identifying and executing strategic growth opportunities within existing accounts.

·       Review and approve business and key account plans and major bid proposals.

6. Customer Service & Retention Management

·       Lead customer service to deliver consistent, high-quality client interactions.

·       Manage and resolve issues quickly and effectively.

·       Implement structured customer feedback loops and improvement initiatives.

·       Customer journey ...

7. Back Office Operations

·       Oversee order processing from entry to fulfilment, ensuring accuracy and timeliness.

·       Manage invoicing processes to ensure completeness, accuracy, and timely issuance.

·       Liaise with finance to reconcile billing discrepancies and reduce payment delays.

8. Reporting & Forecasting

·       Consolidate sales and service reports into a clear overview for leadership.

·       Provide accurate sales forecasts for the vertical/market and accounts.

·       Track and analyse KPIs such as win rate, retention, gross margin %, pipeline coverage, NPS, and SLA compliance.

9. Continuous Improvement

·       Analyse performance data from sales and service to identify process improvements.

·       Standardise best practices across BDM, AM, and Customer Service teams.

·       Introduce targeted training and optimize workflows to improve efficiency and profitability.

• Master’s degree, preferably in an IT, or a STEM-related field,  as Business Engineer, Geomatician or Industrial Engineer.
• Fluent in Dutch, English, and French.
• Minimum 5 years experience in C-level positions within SMEs, scale-ups, or start-ups.
• Technically inclined, with the ability to understand IT and software solutions.
• Experience in account implementation and acting as a customer point of contact.
• Knowledge of GIS is an asset but not required if you have a strong technical background.
• Industry experience in : IT, software, staffing, technology, or consulting.
• Strong commercial acumen, problem-solving skills, excellent communication, hands-on mindset, and team player.
• Expertise in communication and people management.
• Autonomous, with a pragmatic and operational mindset.
• Strong results orientation, with an analytical and structured approach.
• Excellent organisational and interpersonal skills.

• A strategic role where you influence key decisions and contribute to the company’s growth, reporting to the CEO
• The opportunity to work with innovative GIS solutions, collaborate with leading organisations, and be part of an international team.
• Access to the Esri Academy with a wide range of training opportunities to support your professional development.
• A pleasant working environment within an ambitious company focused on sustainable growth.
• Being part of a global network with the opportunity to share best practices and leads with Esri Inc and Esri Europe.
• An attractive salary package with additional benefits, such as a company car, meal vouchers, hospitalisation and group insurance, and the possibility to work from home several days a week.

Does this position sound like a perfect fit for you?
Don’t hesitate to fill in the form or send your CV to: jobs@esribelux.com