Verona, Italy
Permanent
Full Time
Customer Success Manager
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ROLE AND RESPONSIBILITIES:
EXTERNAL:
- Managing services in delivery on active customers
- Increasing efficiency and productivity on assigned clients
- Detecting potential new business opportunities (up-selling or cross-selling), and reporting them to the Key Account Manager for further analysis, development and negotiation.
- Monitoring and maintaining customer satisfaction level
- Actively monitoring and maintaining project KPIs and SLAs
- Holding Regular onsite meetings with the Customer to maintain relationships and develop internal network: formal - informal map, relationship development with all possible stakeholders/sponsors within the Customer (e.g. IT, HR, MKTG, Medical etc.)
INTERNAL:
- Active management of Trueblue’s “dedicated Account Team” (Projects, Processes and PM, Program Manager, Customer Support etc.) of the assigned customers
- Active delivery optimization on the Customer
- Constant alignment with internal Operations and Key Account Manager teams on Customers and their satisfaction level
- Deliveries' realignment on KPIs and Project SLAs (if necessary)
ACTIVITIES:
- Supervising TB product implementation projects with related cost and time checks
- Being active interface on the Client to coordinate TB activities
- Collaborating with the internal departments of Customer Support and Operations for the resolution of critical issues
- Holding Periodic meetings with clients to develop relationships/networking
- Developing ad hoc Internal and external reporting for each single client
- Attending Quarterly meetings with the Customer Management team for sharing and cross fertilization
- Reporting potential up-selling/cross selling opportunities to the Key Account, for their deepening, development and negotiation
- Attending Regular meetings with the Sales Team (Pre and Post Sales)
PERSONAL AND PROFESSIONAL REQUIREMENTS:
- At least five-year experience in this position
- Good knowledge Office Package (Excel, Power Point, Word, etc.)
- Good knowledge of English and other languager (Spanish or French or German)
- Preferred knowledge of pharma market
- Preferred knowledge of CRM, DWH, BI and Artificial Intelligence solutions
- Excellent communicative and relational skills
- Focus on working by objectives
- Flexibility and Proactivity
What we offer:
Permanent contract
Working hours: full time from Monday to Friday (09.00-13.00//14.00:18:00)
Workplace: Verona