Customer Service Manager - Verona - Creactives Group SpA

    Creactives Group SpA
    Creactives Group SpA Verona

    6 giorni fa

    32.000 € - 52.000 € (EUR) all'anno *
    Descrizione

    Job Title – Customer Success Manager

    Si candidi ora: legga i dettagli del lavoro scorrendo verso il basso. Verifichi di possedere le competenze necessarie prima di inviare la candidatura.

    Creatives, a fast-growing AI company with more than 20 years experience and 100 employees, empowering organizations with a trusted Data Foundation to make AI-driven, error-free decisions for our global customers.

    Department:

    Global Account Management

    Job Purpose:

    The Customer Success Manager (CSM) is responsible for managing the post-sales customer relationship, ensuring successful adoption, retention, and growth of the company's SaaS solutions The role requires a combination of account management, technical knowledge, and customer advocacy to maximize customer value and business outcomes.

    Key Responsibilities:

    Customer Relationship Management

    • Serve as the primary point of contact for assigned customer accounts
    • Develop long-term partnerships and maintain regular engagement

    Onboarding & Adoption

    • Enable effective adoption
    • Develop customer success plans aligned with client business objectives

    Customer Retention & Growth

    • Monitor customer health metrics, identify risks, and implement corrective actions
    • Oversee renewals, minimize churn, and identify upsell/cross-sell opportunities in collaboration with the account manager
    • Monitor customer usage of Creactives solutions
    • Interact with Service team to evaluate criticalities and establish priorities based on customer's needs

    Advocacy & Feedback

    • Act as the voice of the customer internally, sharing insights with Product, IT, and Leadership
    • Facilitate case studies, references, and participation in customer advocacy programs

    Operational Excellence

    • Prepare regular reports on customer satisfaction, adoption metrics, and business impact
    • Monitor and guarantee compliance with SLA

    Knowledge, Skills & Competencies:

    • Strong understanding of SaaS business models and customer lifecycle management
    • Excellent communication, presentation, and interpersonal skills
    • Analytical and data-driven mindset with the ability to interpret customer usage metrics
    • Strong problem-solving and conflict resolution abilities
    • Knowledge of customer success platforms (e g Salesforce) and issue /project management software (e g Jira)
    • Ability to work cross-functionally with Product, Sales, and IT Support teams
    • Experience in supply chain/procurement is a plus
    • Knowledge of ERP systems (e g SAP) is a plus
    • Proficient in business English; knowledge of any additional language is a plus xkiyazw

    Mindset and Approach

    • Customer-centric mindset and consultative approach
    • Proactive, organized, and detail-oriented
    • Resilient under pressure and able to manage multiple priorities
    • Collaborative team player with strong initiative

    Experience and Qualifications

    • 3–5 years of experience in Customer Success, Account Management, or related client-facing roles in a SaaS or technology-driven company
    • Bachelor's degree in Business, Management, Marketing, Information Technology, or related field
    • Demonstrated experience managing enterprise accounts

    Working Conditions

    • Full-time position, flexible hours
    • Location: Verona
    • Hybrid: 2 days remote at home 3 days in the Verona office
    • May require occasional travel to customer sites or company events
    * Questa fascia salariale è una stima fatta da beBee
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