• Designing and running scalable CX operations • Owning the PMO for CX • Driving change management & continuous improvement • Acting as a bridge between high-level strategy and frontline execution • Facilitating feedback loops that foster a culture of radical candor and psychological safety

Role Description Mercier Consultancy is delighted to offer an exciting and rewarding opportunity for Dutch Speaking Customer Care Representatives to join a prestigious and industry-leading Telecommunications Company based in the beautiful country of Greece. In this important role, you will be responsible for delivering exceptional, high-quality customer support to Dutch-speaking clients, effectively addressing their telecom service needs and ensuring their satisfaction through efficient and professional communication. - Provide exceptional customer care in Dutch, addressing inquiries related to telecommunications services. - Assist customers with troubleshooting, service activation, billing questions, and plan modifications. - Collaborate with technical and operational teams to resolve customer issues promptly. - Maintain accurate records of customer interactions and transactions in CRM systems. - Collect customer feedback to help improve service quality and customer satisfaction. - Stay up-to-date with company products, promotions, and policies to provide effective assistance. Qualifications - Exceptional fluency in Dutch (both written and spoken) is mandatory. - At least B2 proficiency in English. - Previous experience in customer service within the telecommunications sector is preferred. - Excellent communication and interpersonal skills focused on delivering a positive customer experience. - Ability to multitask and work efficiently in a fast-paced environment. - Strong problem-solving skills and attention to detail. - Familiarity with CRM software and telecommunications systems is a plus. - Willingness to relocate and live in Greece, embracing a new cultural and professional experience. Benefits - Competitive Monthly Salary - Monthly Performance Bonuses - Fully Paid Relocation Package - Health Insurance - 2 Extra Salaries Per Year - And many other benefits!

• Manage and resolve customer inquiries through live chat and ticketing systems; • Deliver a premium customer experience specifically for the Spanish-speaking market; • Act as a bridge between customer needs and technical solutions; • Research and troubleshoot complex issues to provide definitive resolutions; • Collaborate with internal teams to identify trends and improve service workflows; • Maintain high-quality standards by adhering to internal support procedures; • Balance multiple priorities in a fast-paced, high-volume digital environment; • Utilize bilingual communication to document cases and assist global colleagues.

Your role at DynatraceThe Customer Success Manager (CSM) is responsible for preserving and growing subscription renewals from the assigned named accounts, for Digital Experience Management (DEM) solutions in assigned territory by driving adoption using a customer engagement lifecycle model. Role & Responsibilities - Accelerate customer adoption of Dynatrace SaaS/Managed product portfolio through technical enablement, usage training, and project planning. - Own renewal strategy and subsequent on time renewal of subscription(s). - Build Dynatrace brand awareness and loyalty. - Defend against the competition. - Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items. - Work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution. - Coordinate account activities with sales teams for Assigned accounts within territory. - Identify strategic, new business growth opportunities Leverage relationships to aid in the building of reference accounts/contacts. - Act as customer advocate and liaison to become a Trusted Advisor. - Travel as required. What will help you succeedMinimum Requirements - Bachelor’s degree or equivalent work experience 2-5+ years relevant experience in customer success, account management, or similar field. Preferred skills and experiences: - A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices. - Proven expertise working with the executive level in client environments, as well as with procurement and business owners. - Excellent verbal, written and interpersonal communication skills. - Awareness of the Observability marketplace with an understanding of where Dynatrace is positioned and their key strengths above the competition. - Highly motivated, energetic and committed to getting results. - Ability to develop strong relationships with the user/customer/internal communities. - Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc. Why you will love being a Dynatracer - Dynatrace is a leader in unified observability and security. - We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. - Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances. - The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences. - Over 50% of the Fortune 100 companies are current customers of Dynatrace. Compensation and Rewards - The base salary range for this role is $76,000 - $95,000. When determining your salary, we consider your experience, skills, education, and work location. - Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system. - We also offer medical/dental benefits, and a company matching 401(k) plan for retirement. Equal Employment OpportunityEqual Employment OpportunityAll your information will be kept confidential according to EEO guidelines. We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact careers@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.