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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: LeadershipData AnalysisProduct ManagementSalesforceCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaborationAccount ManagementFluency in EnglishCustomer Success

Requirements:
  • 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.
Responsibilities:
  • 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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