**Position:** Key Account Service Manager **Job Description:** **WHO WE ARE:** **Arrow Enterprise Computing Solutions (ECS)** , a part of Arrow Electronics, brings innovative IT solutions to market to solve complex business challenges. We deliver value-added distribution, business consulting and channel enablement services to leading technology manufacturers and their channel partners. We help businesses grow faster, operate efficiently and transform in a dynamic market. Find more information about us on our page: Effectieve IT- en cloudoplossingen | Arrow Nederland (https://www.arrow.com/globalecs/nl/) **RESPONSIBILITIES:** **Development of new services and adjustments to existing services** + Identifying customer needs and trends in collaboration with key accounts to develop new services or improve existing ones. + Coordinating the development process of new services, from concept to implementation. + Collaborating with internal teams (such as product development, marketing, and sales) to tailor services to the needs of top clients. + Preparing business cases and proposals for new or adjusted services. **2. Quality assurance of services for large clients** + Monitoring and evaluating the performance and quality of services delivered to key accounts. + Establishing and managing quality standards and KPIs for services. + Proactively identifying and resolving quality issues or deviations in service delivery. + Regularly reporting to internal and external stakeholders on the quality and performance of services. + Initiating improvement projects to enhance customer satisfaction. **3. Point of contact for technical issues related to services and products** + Acting as the primary point of contact for technical questions and challenges from key accounts. + Coordinating technical support and solutions in collaboration with internal technical teams. + Advising clients on the technical capabilities and limitations of services and products. + Managing escalations and ensuring timely and effective resolution of technical problems. + Documenting and sharing technical insights and best practices with internal teams and clients. **4. Relationship management and customer satisfaction** + Building and maintaining strong relationships with key accounts, with a focus on trust and collaboration. + Conducting regular meetings with clients to discuss their needs, expectations, and feedback. + Ensuring a high level of customer satisfaction through proactive communication and support. + Identifying opportunities for cross-selling and upselling of services and products. **5. Coordination and collaboration** + Collaborating with internal teams (such as sales, operations, and IT) to ensure seamless service delivery. + Acting as a bridge between the client and internal departments to ensure customer needs are understood and translated into concrete actions. + Organizing periodic evaluations and progress meetings with key accounts and internal stakeholders. **6. Reporting and analysis** + Analyzing customer data and trends to identify improvements in services and processes. + Preparing reports on service performance, customer satisfaction, and technical issues. + Advising management on strategic improvements based on customer insights and analyses. **What we are looking for:** + Strong communication skills, both verbal and written. + Customer-focused mindset and the ability to build and maintain relationships. + Problem-solving skills and technical knowledge to understand and resolve complex issues. + Project management skills to coordinate multiple responsibilities and projects. + Analytical skills to identify trends and areas for improvement. + Native Dutch speaker and fluent in English **What is in it for you?**    + Attractive employee compensation package - salary consists of base and variable compensation   + Reliable & trusting work environment   + Cooperative team with flat structures and communication  + Professional and personal development  **Arrow is an equal opportunity employer and is committed to create a diverse working environment by providing equal employment opportunity for all qualified persons.** Do you see yourself as our future colleague? If yes – send us your application.  \#LI-KZ1 #LI-HYBRID **Location:** NL-Houten, Netherlands (Kromme Schaft) **Time Type:** Full time **Job Category:** Sales Arrow Electronics, Inc.'s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws. Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.