Customer Success Specialist (NATO-NCIA)

The Hague, The Netherlands, Sapienza Consulting [C002326]

Field(s) of expertise
Business Administration and Finance Marketing and Sales
Job type

About this job

Sapienza Consulting is recruiting a Customer Success Specialist to join NATO – NCIA, at The Hague, South Holland, Netherlands.


  • Focus on the customer, delivering a positive employee experience; provides assistance and support to various internal and external customers, maximizing the positive experience and customer satisfaction
  • Take responsibility for measuring consistent service delivery against individual key performance indicators (KPIs) and implementing preventative action
  • Build and maintain strong relationships with the Technical Leads, Work Package Leads, and external stakeholders
  • Provide support to the PMs and WPL in organizing meetings, events, workshops and conferences in accordance with Agency procedures; responsible for the administrative aspects including requesting conference facilities, accommodation, catering, etc
  • Prepare reports and documents in accordance with the Agency’s official document formatting guidelines. Participate in meetings, workshops, teleconferences and capture and prepare meeting minutes to be shared with the participants
  • Provide secretarial and administrative support such as drafting agendas, calling notice and collation of briefing packs
  • Support project teams in producing briefings, presentations and promotional materials
  • Provide financial assistance such as the handling of purchase requests and purchase orders in an ERP system based on Oracle/PeopleSoft
  • Take ownership for and work independently in the designated work area


  • The candidate must have a currently active NATO SECRET security clearance
  • University degree in a business-relevant discipline
  • Sound knowledge and experience in the use of Microsoft office automation packages (Word, Excel, PowerPoint and Access, Visio)
  • Advanced knowledge of Information Knowledge Management, with focus on metadata application
  • At least 3 years of recent experience with NATO Document Management and Archive systems
  • Sound knowledge and experience in the administration and maintenance of SharePoint portals, with at least 3 years of proven experience
  • At least 3 years of extensive experience creating, establishing, planning, and managing medium scale events
  • Ability to create innovation platforms including creating visuals, writing blog posts & status updates
  • Proven ability to work autonomously, pushing for creative and out of the box thinking initiatives, in line with the organizational directives
  • Ability to operate in a multinational, culturally diverse, political environment and demonstrate the capability to work effectively within it
  • Excellent command of spoken and written English, with a proven ability to communicate effectively orally and in writing
  • Inter-personal skills and the ability to be responsive to both external and internal customers and staff
  • The consultant shall be prepared to travel on short notice to deployed locations within NATO boundaries
  • The consultant shall have the ability and self-motivation to work individually but must also work well within a team


In addition to the above, it would be considered highly desirable:

  • Prior experience of working in large projects, with multiple stakeholders from various nations/organizations
  • Prior experience of working in an international environment comprising both military and civilian element
  • Knowledge of NATO responsibilities and organization, including ACO and ACT

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