Customer Success Manager

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: