Head of Sales & Customer Service – Wemmel, Hybrid
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.
What will your day look like?
* 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. 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.
Your profile
* 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 organizational and interpersonal skills.
2. What we offer ?
* 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 organizations, 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, hospitalization and group insurance, and the possibility to work from home several days a week.
3. How to apply?
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