Soufyan, how did you end up at Shift2?

I ended up at Shift2 after applying to another organization under the Conxillium group. During my application process I spoke with Antoinette van den Oever, who as a result of our conversation saw a great opportunity for me within Shift2. An opportunity that perfectly matched my ambitions. I started as account manager for the software, where I became responsible for the contact with over 200 municipalities in the Netherlands.

Essential in my current position are social skills that I have developed through my experience in the hospitality industry. I am someone who cannot sit behind a desk all day because then I miss interacting with people. I like getting to know new people and I can do that now by visiting municipalities. The freedom I get allows me to challenge myself to get the most out of myself. Gaining the trust of congregations is important and from there I build my relationships. My educational and work background have taught me to be customer-oriented and deal with people, which helps me in my current position.

How do you ensure customer success?

When I sit down with clients, I find it important to listen, show them what I've come for and make them feel confident. Honesty is essential, so that the threshold is low to discuss everything and we can build on the relationship. If the relationship is good, success follows naturally.

As the youngest on the team, I learn a lot from the older colleagues and vice versa they also learn from me. Age is just a number and it's fun to come up with fresh ideas that are received with open arms. Because I just graduated, I sometimes think about things differently and like to use modern terms and techniques. When I combine that with what I learn from more experienced colleagues about long-term relationships, the best of both worlds come together.

The customer is at the center of Shift2, what shows that?

We have been working with municipalities for 50 years and have earned a good reputation as a reliable partner. At a time when elections are approaching, we stand alongside the municipality to help and advise for a hassle-free process.

Our goal is always to help municipalities save time, for example, by using the software more intelligently. The software offers many possibilities, and municipalities use it as they always have. We can schedule a consultation or training that offers new insights. I then go out with my colleague, consultant Maarten van der Veer, who shows the intricacies of the software, so that municipalities can make optimal use of it during elections.

Wondering what a consultation or training from Maarten van der Veer can do for your congregation? Read the interview here

After the election, we evaluate with the municipalities what went well and what could be improved. This way we stay close to the ball and offer continuous help and advice. Then in September we bring new developments and visit or organize a webinar to explain and demonstrate these developments. I am then the first point of contact and if there is a need for more guidance or depth, I will bring Maarten along.

What developments can municipalities expect from Shift2?

There is a new development in Procura Elections: the Layouts Magician. The Classification Magician is a tool that allows municipalities to easily classify their polling stations. Previously, they spent a lot of time (often days) doing this, but thanks to this tool, this process is now automated. The magician was created after the evaluation of the previous elections and was well received by our customers in the run-up to the provincial council and water board elections.

Another development at Shift2 (then Procura) is the Election Planner. This is a complete digital script and planner that lists exactly what tasks municipalities need to do and when it needs to be done. This is another development that allows election teams to keep more of an overview and ensure their knowledge. With the Election Planner, municipalities have a common thread and tasks and their progress are secured. This is their guide to organize elections carefree and save time.

What role do ISO certifications play in your work?

We are ISO 27001 (Information Security) and ISO 9001 (Quality Management) certified. The ISO certifications demonstrate your compliance with relevant legal, business and contractual security obligations and your commitment to continuous improvement. Having these in your pocket as a software developer is a must. Also so you can demonstrate to municipalities, "This is us and we are not standing still. We want to continue to grow." Innovating and continuing to develop is always important to serve customers well. Now and in the future. In my role, ISO certification is especially important when issuing new bids and renewing contracts.

Want to know more about ISO certifications? Henry Verdonschot tells all about it in this article

What do you expect for the future?

For the future, I expect growth, where development is key. Not only for Shift2, but also for myself. We are not standing still, but rather picking up the pace. For example, with the expansion of the team, which will enable us to take steps in the coming period. And for myself, I expect and hope that I can continue to help the more than 200 municipalities that I now help as best I can and further expand the relationship. That means I will stay in close contact with the municipalities, visit them to support them and keep things open for discussion.

I have really found my niche here and I really like what I do. It gives me energy. Sometimes I get up, drive to South Limburg and sit in the car for two and a half hours. But I enjoy that very much. I get a lot out of my conversations. And I may be the youngest person here, but I can always count on the support of my colleagues. There is a very nice family culture here. That's why I want to stay here for as long as possible!