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 ManagementSalesforceProject CoordinationCross-functional Team LeadershipCommunication 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 or Account Management.
Previous experience with library software solutions from Ex Libris, such as Alma, PrimoVE or Leganto.
Background in academic libraries, government, or higher education is preferred.
Fluency in both Italian and English is required.
Master's degree and experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.) would be advantageous.

Responsibilities:

Become a trusted advocate/advisor to customers: gain insight, offer recommendations, and provide the support needed to attain stated outcomes.
Deliver an exceptional customer experience: ensure customers are deriving value from Ex Libris products and services; work with colleagues across the organization to ensure swift issue resolution.
Oversee customer training & implement customer adoption strategies to maximize usage, satisfaction, and ROI.
Drive growth: secure existing business and identify expansion opportunities across the range of products and services.
Provide high-level governance and operational oversight: maintain effective internal working relationships with various teams.
Deliver regular business reviews: collaborate with Sales to review progress against goals with key customer contacts.
Support Customer Success mission: assist leadership by identifying and reporting on key initiatives.
Partner and Mentor: support a best-in-class team by sharing knowledge and providing improvement input.

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Customer Success Manager

Requirements:

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