Customer Success Manager

Posted 2024-11-07

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💎 Seniority level: Manager, At least 5 years

📍 Location: Italy

🔍 Industry: Academic and Government solutions

🏢 Company: jobs

🗣️ Languages: Italian, English

⏳ Experience: At least 5 years

🪄 Skills: LeadershipProduct ManagementSalesforceCross-functional Team LeadershipStrategyCommunication SkillsAnalytical SkillsCollaboration

Requirements:

Bachelor’s degree in Library Information Science or related fields.
At least 5 years of experience in a customer facing role such as Customer Success, Account Management or similar.
Experience with library software solutions from Ex Libris (Alma, PrimoVE, Leganto) or similar.
Background in academic libraries, government, or higher education preferred.
Fluency in both Italian and English required.
Master's degree is a plus.
Experience with Customer Success software platforms (Salesforce.com, Gainsight, etc.) preferred.

Responsibilities:

Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide support to achieve outcomes.
Deliver exceptional customer experience: ensure value from products and services, resolving issues swiftly.
Oversee customer training & adoption strategies to maximize usage and satisfaction.
Drive growth: secure existing business and identify expansion opportunities.
Provide governance and oversight: maintain internal relationships across various functions to ensure customer focus.
Deliver regular business reviews with key customer contacts and decision-makers.
Support Customer Success mission: lead and report on initiatives to expand Customer Success.
Partner and Mentor within the team: share knowledge and provide input on improvements.

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Previous experience with library software solutions from Ex Libris, such as Alma, PrimoVE or Leganto.
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Bachelor’s degree in Library Information Science or related fields.
At least 5 years of experience in a customer-facing role like Customer Success or Account Management.
Previous experience with library software solutions from vendors like Ex Libris.
Fluency in both Italian and English is required.
A Master’s degree and experience with Customer Success software platforms are preferred.
A background in academic libraries, government, or higher education is strongly preferred.

Become a trusted advocate/advisor to customers by providing necessary support to achieve desired business outcomes.
Deliver an exceptional customer experience ensuring customers derive value from products and services.
Oversee customer training and implement adoption strategies to maximize satisfaction and ROI.
Identify expansion opportunities and secure existing business across products and services offered.
Coordinate internal working relationships with various teams to maintain customer focus and engagement.
Conduct regular business reviews with key customer contacts to assess progress against goals.
Support Customer Success leadership by leading initiatives for the mission's expansion.
Mentor team members by sharing expertise and providing suggestions for improvement.

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Posted 2024-11-07

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Customer Success Manager

Requirements:

Responsibilities:

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