Description of the offer

Field of activity

Customer Success

Location

Milan , Italy

Contract type

CDI

Working type

Full time

Experience required

10-15 ans

Job category

Cadre

Date

Reference

REC11637

Customer Success Manager

Job description
  1. Position Summary:

As Customer Success Manager, you are responsible for creating and developing customer relationships, ensuring they get the most value possible from our solutions and services, and maximizing customer retention and loyalty. This position works cross-functionally with our Sales, Technical Sales, Marketing, Professional Services teams, back office, finance and most functions of the company to build relationships, expand adoption, drive renewals and growth, and ensure a great customer experience.

  1. DUTIES AND RESPONSIBILITIES:
  • Act as the main point of contact to customers under contract or subscription,
  • Maintain regular contacts with your assigned customer and identify pain-points to be addressed,
  • At as a facilitator and ensure customer retention and renewal,
  • Manage customer requests and complaints, and work with the correct team (Customer care, PS, Sales, etc.) to help solve them,
  • Provide account managers support during the sales process and act as a sales asset,
  • Identify and qualify new business opportunities, and hand them over to the sales team,
  • Provide your help and support during the many internal hand-overs (sales, presales, professional services and customer care),
  • Measure customer success and adoption,
  • Meeting with customer and project manager during the installation to insure a smooth transfer to Customer Success Manager
  • Stay in-touch with their accounts to maintain the Lectra relationship as a premier market leader
  • Develop and manage client portfolios.
  • Oversee support and services team delivery acting as the point of escalation for customer issues and obstacles
  • Monitor, analyze and share customer usage data
  • Proactively coach customers and deliver Customer Success Plans that enable fast deployment and adoption

 

  • Develop and implement repair plan when required with a transversal authority
  • Monitor account health and eliminate adoption gaps at the customers
  • Measure business outcomes and drive mutual success planning
  • Sustain business growth and profitability by maximizing value
  • Mediate between clients and the organization
  • Handle and resolve customer requests and complaints
  • Minimize customer churn

 

  1. EDUCATION AND/OR EXPERIENCE:
  • Bachelor’s Degree in Communications or Marketing Degree or equivalent work experience.
  • 5+ years successful account management, sales, customer training experience
  • Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
  • Prior use of products such as Salesforce.com and WebEx a plus
  • Prior experience in the Software industry is a plus

 

  1. POSITION QUALIFICATIONS:
  • Passionate about the fast-growing SaaS industry
  • Exceptional communication, presentation and problem-solving skills
  • Able to analyze customer data to improve customer outcome and experience
  • Self-driven and proactive nature
  • Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude
  • Strong ability to align technical concepts & features to business needs
  • Capacity to develop a relationship in a face-to-face environment

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