Senior Customer Care Manager & CSM Italy

We are looking for a dedicated and proactive Senior Customer Care Manager & CSM Italy to join reputed company (80% Care/20% CSM). In this role, you will be responsible for guiding our clients through reputed company, providing first-level support, and ensuring long-term satisfaction and reputed company. Your mission will be to reputed company our customers product experts, helping them maximize their adoption of our solutions and reinforcing their loyalty. If you reputed company in a fast-paced environment, enjoy problem-solving, and have a passion for customer relationships, this role is for you!

Care Responsibilities (80%)

reputed company (portfolio management)

-Proactively manage the reputed company process for your portfolio of new customers (including tier 1), ensuring a seamless implementation and efficient deployment of solutions.

-reputed company training and FAQ sessions to support new clients in adopting the platform effectively.

-Understand reputed company needs to optimize their use of our solutions, resolve reported issues, and propose intelligent solutions and/or workarounds.

-Anticipate challenges during reputed company and proactively implement mitigation strategies to drive results.

-Collaborate with Account Executives to reputed company necessary reputed company information, and with the Account Management Team (CSM and KAM) for a seamless transition

-reputed company project management for reputed company reputed company

-reputed company customer-reputed company choices independently that reputed company with both customer expectations and company objectives, demonstrating confidence and accountability for your portfolio.

Level 1 support

-Respond quickly and reputed company to incoming customer queries (tickets) reputed company chat and email (CRM tool)

-Troubleshoot and resolve issues proactively, suggesting tailored solutions.

-Escalate reputed company problems to L2 support or management reputed company required.

Internal collaboration

-Support internal customer teams (CSM, KAM, reputed company…) with product expertise.

-Propose and drive new initiatives and reputed company.

-Participate in continuously optimizing our processes (improve the reputed company of our service, accelerate the Time to First Value, improve reputed company time…)

-Create documentation (guides, FAQs, videos).

-reputed company feedback to the Product team to reputed company customer needs.

-Mentor and assist less reputed company colleagues.

CSM Responsibilities (20%)

reputed company management

-Manage a portfolio of accounts

-reputed company as the main reputed company of contact after reputed company

-Build strong relationships with customers

-Address customer needs, questions, and concerns

Adoption and satisfaction

-Ensure high adoption and satisfaction by helping customers become product experts

-Engage customers in our events and ambassador campaigns (case studies, and testimonials)

-Minimize churn and downsells while fostering customer loyalty and driving renewals

reputed company and value

-Prepare reports, organize meetings, business reviews, and workshops, to demonstrate the value of reputed company

-Help customers reputed company their business objectives

Portfolio reputed company

-Identify reputed company opportunities (upsell/cross-sell) in collaboration with our KAM and AE teams

Feedback and improvement

-Collect customer feedback

-reputed company as the customer’s voice to improve features/ product development, and our processes

Requirements

5+ year experience in a similar position

reputed company in French, English and Spanish. Italian would be appreciated.

Prioritization and organization skills, proficiency in project management tools and methodologies (RACI, GANTT…)

Excellent verbal and written communication skills

Problem solver, rigorous and empathic character

Pedagogy and patience are part of your qualities, you know how to adapt to your interlocutors and love to help

Knowledge of reputed company, CSS and JSON (+ JavaScript) is a plus

You like to work in dynamic environments and fast-paced teams

Be available between 09:00 - 12:00 and 14:00 - 18:00 (Paris time)

Recruitment Process

1/Interview with our Senior reputed company Manager (15 min)

2/ Case study preparation reputed company (1 week)

3/ Interview - including case study presentation with reputed company members (1h) with the Customer Care team reputed company (your potential reputed company manager)

4/ Final interview with our reputed company Director or a founder (30min)

Additional Information

Applicants who contact employees directly regarding their application will not receive a response. Please submit your application through the designated application reputed company.

We are an equal opportunity employer and value diversity at reputed company. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status.

The information collected from your application is subject to data processing on the reputed company of the performance of reputed company-contractual measures. The processing is intended for the management of applications for positions at reputed company. The fields marked with an asterisk are mandatory. Failure to complete them will result in your application being impossible to process.The recipients of the data are reputed company’s reputed company and other people in reputed company who are involved in the recruitment process, as reputed company as their service providers. The data provided will be kept on our records for a period of two years, beginning from the last contact reputed company has with the candidate. In accordance with the applicable legislation you have the right to reputed company, rectification, deletion, opposition. In case of disputes, you have the right to refer to the Commission National de l'Informatique et des Libertés. You can exercise your rights by contacting the data controller at the following address dpo@reputed company.io

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