IndirizzoDescrizione del lavoro:
votre r?le
As a Customer Success Manager, you will act as a professional responsible for shaping a positive customer experience and driving an extraordinary operational excellence. You will serve as a vital bridge between the Professional Services experts and the Sales Team.
Responsibilities:
* Analyzing customer data to improve customer experience;
* Promoting improvements programs in collaboration with key stakeholders;
* In cooperation with Sales/Pre-Sales, holding product demonstrations for customers;
* Identifying inefficiencies in Customer Service processes;
* Through use-cases, deploying automation by optimizing service processes continuously, and also reporting, servicing, change management, communication tools;
* Shifting service paradigm from Reactive to Proactive and from Resolution to Prevention;
* Promoting innovation, latest market-trends and Out-of-the-box solutions;
* Sustaining business growth and profitability by maximizing value for the customer and the organization.
votre profil
* Proven work experience in Customer Success Management or in a similar role.
* Solid understanding of the IT industry, the specific digital services offered, and the ability to explain technical concepts to customer business value creation.
* Experience working with brand image and promoting value through customer experience.
* Strong verbal and written communication skills to effectively convey information, provide guidance, address customer inquiries and concerns and foster positive business relationships.
* Technical skills required, as they relate to the use of the product or service.
* Accountability and personal organization are essential.
* Experience in managing a diverse group and training each according to company standards.
* Skills in identifying opportunities for contract renewals, upselling additional services, and cross-selling complementary products.
* Effective collaboration with cross-functional teams, such as Sales, Marketing, Product Development, and Support, to ensure a cohesive approach to customer success.
* Basic sales skills and retention strategies to maximize customer lifetime value.
* Education: communications, marketing or consulting degree is preferred.
* Languages: fluent in Italian & English
le plus de l'offre
Key Accountabilities:
* Act as the advocate for the customer, building a relationship of trust and managing the customer experience, to increase our Net Promoter Score by ensuring our products and services meet and, where possible, exceed expectations.
* Focus on building loyalty to ensure a long-term client retention by supporting customer with required product information.
* Continuously monitor customer satisfaction, by scheduling and managing operational meetings with them.
* Drive Continuous Service Improvement and be accountable for the Service Improvement Program (SIP).
* Develop and maintain a proactive service delivery, building strong relationships, and leveraging support for new business opportunities.
* Responsible for the Service Development Plan and its alignment to the overall Account Development Plan.
* Understand the customer's business and how (COMPANY NAME) Business can add value.
* Act as a trusted advisor and customer representative within (COMPANY NAME) to ensure all internal stakeholders understand the agreed support model.
* Ensure the Customer is aligned and contracted to the appropriate service model.
* Deliver service performance reports providing evidence of delivery to contracted SLAs, running proactive tasks (traffic trend follow-up), assisting customers on tickets resolution follow-up and for any required change for product usage improvement.
* When required drive the efficiency of the escalation matrix to ensure service escalations or major customer incidents are managed effectively and to the benefit of the customer.
* Responsible for security aspects to ensure secure and compliant customer network.
Research addressed to personnel belonging to disable and protected categories art.18 law 68/99 too.
contrat
CDI
