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Customer Success Manager

Posted 3 months agoInactiveViewed

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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 SkillsCollaborationAccount Management

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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