Customer Success Manager (Italian)

Where: Paris (France)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Italian

WHAT YOU’LL DO:

Manage, retain & grow a portfolio of clients

  • Proactively engage with your clients via strategic QBRs and regular operational meetings, ensuring your clients’ needs and objectives are understood at all times
  • Own the overall success and adoption of your clients by ensuring they receive effective on-boarding, training, education and support throughout their relationship with Hootsuite, raising any concerns around the delivering of these aspects to the relevant teams and management to ensure they are addressed.
  • Own the renewal process end-to-end from handover the professional services team to ongoing adoption and renewal.
  • Establish strong relationships with key stakeholders within your clients’ business to ensure you have direct access to decision-makers impacting contract renewals and upsell opportunities. You will be the immediate go-to person for your clients and they trust you to assist in meeting their business objectives
  • Generate upsell opportunities by partnering with Account Executives to present Hootsuite’s value proposition and product offering to all relevant audiences
  • Develop a deep understanding of your clients’ goals and challenges, offering best-practice advice and presenting practical solutions available within the Hootsuite product suite
  • Monitor your clients to identify churn risk and develop action plans to address this
  • Ensure any client issues are resolved quickly, by providing effective day-to-day account management and leveraging resources from across the company as needed.
  • Travel to client sites and industry events for face to face meetings as required

 

WHAT YOU’LL NEED:

  • Experience of providing Account Management/ Customer Success to a portfolio of clients; ideally this would cover a range of clients, both in terms of value and industries. You are confident owning a book of business and leveraging the resources around you to achieve your customer’s goals
  • Fluency in both Italian and English
  • Success in consistently managing high levels of client retention
  • Strong commercial awareness; demonstrable experience of identifying growth opportunities in a client base
  • Technical competence and understanding of SaaS software and API’s
  • Experience of contract negotiations and contract renewal processes
  • Excellent presentation and communication skills
  • Organised and structured approach to managing clients
  • Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess importance of tasks and decisions
  • Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
  • Self Development: is personally committed to, and actively works to continuously improve

 

WHO YOU ARE:

  • Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
  • Curious. You are always learning and seeking ways to make things better.
  • Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
  • Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

 

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