Customer Success Manager Milano

Customer Success Manager
Milano
Lombardia, Milano

Select how often (in days) to receive an alert:We invite you to embark on a journey.

A technological journey towards the evolution of our society and our industries, powered by Industry 4. 0 and supported by Lectra.

Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4. 0 revolution with boldness and passion by providing best-in-class technologies.

But it doesn't stop there.

By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers.

And we're always on the lookout for new tech-enthusiasts to join the team!

With more than 50 years of experience and a presence in over 100 countries around the world, we are 3, 000 employees united by passion and driven by innovation.

A unique journey awaits you at Lectra, are you ready to craft the future of technology together? POSITION SUMMARYAs Customer Success Manager, you are responsible for creating and developingcustomerrelationships, ensuring they get the most value possible from our solutions and services, and maximizing customer retention and loyalty.

This position works cross-functionally with our Sales, Technical Sales, Marketing, Professional Services teams, back office, finance and most functions of the company to build relationships, expand adoption, drive renewals and growth, and ensure great customer experience. DUTIES AND RESPONSIBILITIESAct as the main point of contact with customers under contract or subscriptionMaintain regular contact with your assigned customer and identify pain points to be addressedAct as a facilitator and ensure customer retention and renewalManage customer requests and complaints, and work with the correct team (Customer care, PS, Sales, etc. )

to help solve themProvide account managers support during the sales process and act as a sales assetIdentify and qualify new business opportunities, and hand them over to the sales teamProvide your help and support during the many internal handovers (sales, presales, professional services and customer care)Measure customer success and adoptionMeet with customer and project manager during the installation to ensure a smooth transfer to Customer Success ManagerStay in-touch with their accounts to maintain the Lectra relationship as a premier market leaderDevelop and manage client portfoliosOversee support and services team delivery acting as the point of escalation for customer issues and obstaclesMonitor, analyze and share customer usage dataProactively coach customers and deliver Customer Success Plans that enable fast deployment and adoptionDevelop and implement repair plan when required with a transversal authorityMonitor account health and eliminate adoption gaps at the customersMeasure business outcomes and drive mutual success planningSustain business growth and profitability by maximizing valueMediate between clients and the organizationHandle and resolve customer requests and complaintsMinimize customer churnEDUCATION AND/OR EXPERIENCE5+ years successful in account management, sales, customer training experienceProficiency with Microsoft Word, Excel, PowerPoint and OutlookPrior use of products such as Salesforce.com and WebEx a plusPrior experience in the Software industry is a plusGainsight knowledge is a plusPOSITION QUALIFICATIONSPassionate about the fast-growing SaaS industryExceptional communication, presentation and problem-solving skillsAbility to analyze customer data to improve customer outcome and experienceSelf-driven and proactive natureAbility to work cross-functionally in a high-growth environment with attention to detail and a positive attitudeStrong ability to align technical concepts & features to business needs Capacity to develop a relationship in a face-to-face environmentTRAVELThe position is based in MilanThere will be 50% of travel to customer sites/Lectra offices.

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