Bas Harmsen Email & Phone Number

Utrecht, Netherlands

Amsterdam, North Holland, Nl

Creating a happier & healthier world - Here to help you grow your Fitness Company (with Virtuagym)!-Driving NRR and Customer Satisfaction-Managing our SMB Customer Succes & Account Managers and CS Ops-Implementing (digital) success strategies to help customers reach their desired outcomes

Amsterdam, North Holland, Nl

In this position, I aim to help Virtuagym set up a CX vision to increase Customer Life Time Value and Retention, increase product adoption, and fasten the Time to Value. On a day-to-day basis, I will:- Implement our (digital) customer journey to help customers reach their desired value and boost customer retention- Lead a dedicated Churn Taskforce and share the Voice of the Customer with internal stakeholders- Act as implementation leader for technical Onboarding, Service, and CSM projects- Manage CS Operations & Product Specialist team

Amsterdam, North Holland, Nl

In this position, I am:- Part of the CS leadership team and responsible for the global Service strategy- Managing a team of ±20 consultants and ±5 technical specialists- Responsible for driving results on main metrics like FRT, AHT, and CSAT- Having a shared responsibility for company-wide metrics like Churn, NPS, Dunning, and Expansion revenue- Part of the Go-To-Market team during Product launches- Collaborating closely with the Operations, Finance, Product, Sales, and Marketing departmentI also successfully:- Constantly reached target on CSAT scores, with an average of 4.6 out of 5- Improved team efficiency by 25% measured in av. amount of customers served per consultant- Implemented a Customer Community Hub by Gainsight (former InSided)- Implemented SLAs and a global case routing in the day-to-day job- Established successful frameworks to collaborate with the new CSM and Account Management departments.

Amsterdam, North Holland, Nl

As Head of Onboarding & Service Benelux I'll be part of Virtuagyms Global Client Success management team. I will be responsible for managing the onboarding & service teams of the Benelux, where I will focus on driving results on our main KPI's like CLTV (incl. Churn & ARPA ), TTV and NPS. Also, I'll manage our Global Client Success specialists (CMA, Hardware & Product).

Amsterdam, North Holland, Nl

As Team Lead I am responsible for the daily management of the Dutch Client Success team. This means I sit together with CS management, analyze and report on data and our KPI's (such as reply time, customer satisfaction, and churn), and am having 1 on 1's with my team. Next to these core responsibilities, I also host training sessions for the whole department on a regular basis, am managing or assist with projects based on our OKR's, and am in the lead of the hiring process for my team.-Virtuagym is the leading software solution for the fitness industry, serving over 15 million consumers and 6000+ businesses in 80 countries. Virtuagym offers the best in class mobile apps and a cloud-based platform for member engagement and management to help fitness clubs increase retention and reduce cost.

Amsterdam, North Holland, Nl

Virtuagym is the leading software solution for the fitness industry, serving over 12 million consumers and 4500+ businesses in 80 countries. Virtuagym offers the best in class mobile apps and a cloud-based platform for member engagement and management to help fitness clubs increase retention and reduce cost.

Trainer/Coach van verschillende prestatieve jeugdteamsTrainer van verschillende teams (alle leeftijden)

Utrecht, Nl

Onderdeel van Operations teamAfstudeeronderzoek naar New Business, e-commerce markt

Haarlem, Noord-Holland, Nl

Marketing / Commerciële Economie (Ce) - Specialisatie Marketing Management

Vwo Diploma, Economie En Maatschappij