Customer Success Manager Torino

Customer Success Manager
Torino
Piemonte, Torino

New Role**: Customer Success Manager

**Location**: Mix of remote and UK office with requirement for worldwide travel when required.

**About J+D Forecasting

Within the last year, J+D has invested heavily in product development with strong support from our

sales and marketing functions to reach some of the largest pharmaceutical and biotech companies in

the world.

The success of these initiatives has resulted in significant growth in both revenue and

overall size of the business.

J+D specialize in pharma forecasting, a niche area, and we offer a variety of products and services to

pharmaceutical and biotechnology companies.

We support our clients with analyst support,

custom/bespoke Excel models, forecasting training, epidemiological data and innovative software.

**Customer Success Manager

A business cannot prosper and make profits without satisfying its customers.

Customers play a

determining role in success regardless of the type and size of a business.

That is why J+D

Forecasting are seeking a dedicated Customer Success Manager (CSM) to help to win the trust of

customers and develop a long-term commitment.

A Customer Success Manager helps customers to achieve their goals with a detailed understanding

of the company's service.

J+D Forecasting aim to use a more proactive and dynamic approach to

satisfy the needs of their customers and are recruiting a CSM to maximize benefits and achieve the

desired outcome for their clients.

In short, a CSM can improve profitable client relationships by minimizing misunderstandings and

promoting strong long-term client relationships.

Ultimately, leading to growing recurring revenue.

**Role

**As a CSM, you develop procedures and policies and support customers with enhanced satisfaction.

Through regular communication touch points, with both key decision makers and users, you will

ensure J+D are aware of both opportunities and threats.

You will develop an in-depth understanding

of the client organisation, identify potential new potential customers, and keep abreast all key

customer activities.

- You will support customers with onboarding and training.

- You will offer all the desired information by arranging webinars and training and provide

detailed data about the service through articles, videos, and other possible ways.

- Your goal is to help customers understand our services better.

The entire process should be

transparent and easy to understand.

- You will gather invaluable feedback from existing clients and inform our development teams

to improve the product and service.

The objective is to create a better solution for customers.

- You will analyse this feedback and enable customers to discover various aspects and make a

favourable decision based on their unique needs.

- You can assist colleagues in account management.

- You can enable customers to renew accounts and avoid misunderstandings.

- You keep clients updated on new features, changes, and recent arrivals.

- You will know customers better through case studies, external reviews, referrals, and

testimonials.

- Build Long-Term & Healthy Relationships.

As a CSM, you design engagement strategies and build healthy relationships through training,

operational services, and customer support.

The objective is to develop and maintain healthy and

long-lasting relationships with clients.

You ensure that the customers get the desired assistance and

can decide without confusion.

You offer all the needed help to win enhanced customer satisfaction.

**Key Responsibilities

**Provide Training to Help with Better Understandings

Training plays an essential role in educating customers about products and services, where this also

helps with contract renewals by engaging with the client, ensuring they are using and understand how

to use the product/service.

Training, articles, and webinars make it easy for customers to understand

every detail.

Also, a CSM offers customized training and supports customers in using the service.

The objective is to convince customers that the service or product can meet their specific needs.

When training resources are available, customers can access and use them to satisfy their queries

whenever needed.

**Analyse the Needs of Customers

As a CSM, you analyse the behaviour of your customers and make sure that the specifications meet

the specific needs of customers.

Based on data and usage, you can suggest improvements whenever

possible.

You focus on the feedback of customers to know which changes can make a difference.

You document all the valuable feedback to make sure other departments such as support or IT, know

what to do.

**Onboard New Customers

Another essential task of a CSM is customer onboarding.

You focus on new customers and make

sure they get started properly.

You help them set up when needed, and make sure activation of the

services goes well.

You make the process transparent and give all the desired support to avoid any

confusion.

**What will you achieve with