Service Manager Accountants - CodaBox

We are expending our commercial team of Codabox with a Service Manager Accounts for our office in Heverlee. 

The goal of the Service Manager is to manage the day–to-day delivery of our services towards accountants clients (Coda, Soda, E-invoices, Bookmate, …) with a focus on quality, customer satisfaction and productivity by developing strong relationships with customers, partners and internal stakeholders.

At Codabox, the service manager, acts as the guardsman for all his serviced customers (top 50 accountancy firms and accountancy software partners)

The Service Manager is responsible for the service & service quality delivered by CodaBox to our Customers. At the Customer site, he takes the role as the operational responsible of the service delivered by CodaBox whereas at CodaBox, he acts as the ambassador of the Customer. The Service Manager has no financial responsibility on the delivery of the service.


Your role

Day to day management of the service

  • Managing responsibility for the dedicated service delivered by Codabox to the accountancy sector by acting as a single tactical point of contact
  • Drives the delivered service, taking care that all aspects of the defined service are met or to take corrective measures in case not
  • Responsible to solve all commercial issues with impact to the customer’s business.
  • Close the circle between incident – problem – change & release by follow-up & help steering priority on critical issues from an incident into a change together with the product & release manager.
  • Responsible for customer satisfaction on an operational and tactical level by close maintaining customer contact.
  • Host Service review meetings and ensure that reported issues from customers, trends found by reporting, are being taken up by the different support & delivery teams within CodaBox.
  • Participate during project meetings taking care of tactical escalations
  • Create awareness around Codabox roadmap and projects at the customer and the customer roadmap and projects at Codabox


Operational Reporting towards accountancy Market

  • Compiling reports on service performance and customer feedback
  • Produce authorized management information
  • Ensures effective communication to Management and colleagues
  • Together with product management, define SLA & KPI’s for our services towards accountants and accountancy software’s (Partners)
  • Responsible for Service Level Management by continuously evaluating KPI’s for the service and the associated monthly reporting
  • Monitor SLA and KPIs to ensure that the service is operating at the expected level


Take-up initiatives for service improvement

  • Monitors and reports against the Critical Success Factors, Key Performance Indicators and activity metrics
  • Contribute and provide feedback and pro-active solution improvement suggestions to the Product team towards an environment that is easier to support, that corresponds to the encountered customer organization in terms of support, compatibility and business requirements
  • Evaluate the decisions taken by that team in order to estimate in what way these will fit with the experienced customer situations in the field and feedback from customers specialist on future evolutions


Your profile

  • Bachelor or master degree (probably in accountancy or a business domain)
  • Preferably 3-5 years of experience in a similar function
  • ITIL V2 or V3 certification (minimum foundation) is a plus
  • Client service oriented and highly Customer focused
  • Ability to adapt to a constantly changing environment
  • Knowledge of the accountancy sector is preferred !
  • Effective communication and reporting skills
  • Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc..)
  • Knowledge and experience of contract and/or service management roles
  • Good administrative skills
  • Able to manage resources efficiently (people, time, tasks, virtual teams)
  • Able to communicate efficiently and effectively and liaise actively at all levels with your customers/colleagues
  • Fluent in Dutch, French & English


What you can expect from us

CodaBox is not your average company. Our company culture is built upon:

  • Intense collaboration
  • Mutual respect
  • A “can do” mentality.

We discuss, think and execute without wasting precious time, which allows us to stay on top in a highly competitive market.

Agility is not just a word, it’s a way of life.

Our colleagues are the backbone of the organization and we empower them to challenge the status quo. Day in and day out.


What do we offer?

  • A competitive salary package
  • Fringe benefits
  • A company car
  • An open working environment

Isabel Group was founded in 1995 at the initiative of the major banks, its shareholders, and became the leading provider of multi-bank internet and mobile banking services for professional users in Belgium. 75,000 users and 30,000 customers including major companies, SMEs, schools, the self-employed, and government agencies are able to choose the best products and services offered by over 25 banks at the best conditions. The Isabel 6 solution enables 400 million secure transactions to be processed every year, for a total value of 2,600 billion Euros.

Isabel is also the driving force behind Zoomit, the free Internet and Mobile Banking service used by 13 banks which enables invoices to be quickly and easily paid with a single click. Zoomit is used by 900,000 consumers and processes 95 million documents every year from over 100 different senders of invoices and payslips.

Isabel Group employs 250 experts, its registered office is located in the heart of Brussels and it achieved a turnover of 55.24 million Euros in 2014, more than a third of which was entirely invested into innovation.