Customer Success Representative

September 24

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Description

• Be an expert on system functions and features to become a strategic advisor for clients. • Assist in pre-sales system demonstrations and technical meetings. • Ensure appropriate client contacts, documentation, reviews, and projects are kept up-to-date in Gainsight. • Lead regular account reviews with clients to ensure proper usage of the system. • Gather local client feedback and deliver feedback to product teams. • Anticipate and monitor dissatisfied accounts and ensure problems are dealt with swiftly. • Complete all client follow-up training and ensure renewal and growth. • Identify opportunities for upsell and cross-sell and nurture them to the sales team. • Evaluate and document implementation plans and specifications.

Requirements

• Bachelor’s degree or equivalent experience in business or related field. • Minimum 2 years previous experience in Customer Success or On-boarding. • Ability to perform within a fast-paced, multi-priority setting. • Customer-first mentality; ability to empathize and build customer loyalty. • Strong technical aptitude and ability to learn new technologies quickly. • Strong critical thinking, analytical, and complex problem-solving skills. • Highly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive. • Excellent interpersonal skills for phone troubleshooting and writing skills through email. • Excellent time management and communication skills. • Fluent in Italian is required; living close to Madrid or Milan area is preferred. • Fluent in English. • Experience working in the Fashion, Luxury or Beauty industry. • Fluency in Spanish is a plus. • Exposure to global customers and an understanding of international markets is desirable. • Experience with delivering on-site training and webinars and/or pre-sales demonstrations strongly preferred.

Benefits

• Flexible work arrangements. • Learning and development allowance. • Tailored benefits package according to location. • Support for home office establishment. • Other perks available.