Customer Service & Project Manager

Intix software solutions focus on payment and securities transaction archiving, transaction tracking, and business activity monitoring. Our clients are large international financial institutions.

As Customer Service & project Manager, you are a key member of the Intix Customer Excellence Team. You will be responsible for managing client implementation and upgrade projects from the start until successful delivery and acceptance by the customer. Next to that you will act as dedicated customer service manager to several strategic clients. As a service manager you ensure advocacy and guidance to keep the customer’s Intix environment operationally healthy.
Your role requires close collaboration with Key Account Directors, Product & project delivery teams, Customer Support and the Executive Leadership Team.
 

Key Responsibilities
 

• Customer and stakeholder management. Act as the single point of contact for the customer in a complex software technical and organizational environment, be the link between the customer and the Intix internal organization, obtain good understanding of the client’s business needs. Establish strong relationships with key contacts. Lead strategic, project and operational alignment meetings. Contribute to Strategic Account Management through service performance reviews and pre-sales initiatives. Inspire and motivate project and support teams.
• Operational Account Management, Incident & risk management: Monitor, manage, and escalate service desk cases as needed. Follow-up on any operational issues, ensuring seamless day-to-day operations and maintaining service quality. Oversee all activities impacting the customer and coordinate the incident resolution. 
• Project & Services Organization and Administration: Create, coordinate and execute project plans, schedules, and budgets while ensuring alignment with overall objectives. Monitor progress against budget, manage project documentation, support resource planning and allocation. Plan and coordinate operational activities and change requests ensuring efficient service delivery. Align with customer budgets, infrastructure needs, and service usage. Organize client and internal meetings. Create supporting documents and write minutes for customer and internal meetings.
• Continuous Improvement & Product Alignment: Identify recurring issues and implement proactive risk mitigation strategies while considering compliance, security, and regulatory constraints. 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.

• 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
• Knowledge of customer service and project management software tools
• Fluent in English and minimum Dutch or French. Both 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