Product Expert, Customer Success

3 giorni fa

Milano, Italia Contentsquare A tempo pieno

Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences that respect the user's time, privacy, and ability.
Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
Since the beginning, we've developed a reputation for helping leading companies better understand and build trust with their customers.
In that time, we've been recognized by Frost & Sullivan as a Global Company of the Year, and by Wired Magazine as one of Europe's hottest startups.
In May of 2021, we raised **$500M i**n Series E funding, but we're not stopping there.
To reach our ambitious goals for the future, we will be nearly doubling the size of our global workforce in the next 2 years.
Want to learn, innovate and contribute your unique perspective to an industry leader?
Join the team dedicated to bringing more human analytics to the world
**#WeAreCSquad**
*
In a few words*
Within the Customer Success department, the Solution Expert is an expert of our product who works closely with the Customer Success Manager to ensure client's success.
You are responsible for the onboarding of new clients as well as for the value generated by the client thanks to the tool.
Your main objective is to make our product's users autonomous, in order to ensure the contract renewal.
Check out our video to understand the role of a Solution Expert at Contentsquare
**About the job**
The Solution Expert will guide and train new clients to achieve in the optimal use and adoption of the Contentsquare platform, in order to improve their digital KPIs and achieve their business objectives.
You will also be accountable for developing a deeper understanding of Contentsquare's product capabilities by the client, with the aim of spreading an innovative analysis methodology to our clients.
**About you**
You are ideally an excellent problem solver and insight provider that shines in data storytelling.
*
Good to know*
The role is based in **Milan, **but could be open to* Madrid *depending on your language skills.
**On a typical day, you may**:
- Participate in activities that drive **product adoption**, active use and Contentsquare awareness across your portfolio of customers
- For new clients, ensure **solution enablement** in client's organisation: Coordinate the implementation of the Contentsquare tag; Identify key users of the solution; Build a training program which suits their needs, profiles and constraints; Engage clients in the use of the solution by providing dedicated and tailored support which align with their strategic business goals; Lead workshop sessions and guide users on their path to certification and autonomy
- Advocate on the behalf of the customer and represent their needs with internal **product teams**:
- Proactively identify customers with low adoption and develop strategies to increase usage and stickiness with the product
- Create value by producing analysis and customized workshops with the customer based on job functions and verticals while leveraging innovative approaches, tools, and methodologies in collaboration with Customer Success Managers
- Be the go-to-lead for the adoption and awareness of new features with a proactive and consultative approach with customers
- Participate in client meetings with Customer Success Managers to understand customers' business challenges and ensure Contentsquare usage is effectively targeting the customers' key objectives and KPIs
- Maintain knowledge of new product features to address the customer's business needs, including attending new feature workshops and training
**We'd love to meet you**:
- **You are fluent in Italian AND/OR Spanish (native or completely fluent)**:you will manage a majority of clients in Italy and Spain.
- **You are fluent in English**: you will work in a truly international environment and should be able to manage any client in English as well.
- You have minimum **2-3 years** of relevant experience: Experience in **Consulting **(Digital/Technology/E-commerce/Analytics) OR in **high touch Post Sales/Account Management/Customer Success** for subscription based/**SaaS **Solutions OR in Analytics/CRO/E-commerce experts roles in enterprise companies.
- Experience (or strong potential) in managing Enterprise BtoB accounts.
- Exceptional presentation, written and oral communication skills.
You endorse a « teacher » approach and provide guidance to your interlocutors.
- You have a logical and analytical mindset, with a great passion for problem solving.
- Very good understanding of the Analytics, A/B testing and Data businesses.
- You will not be a data analyst but you need a good understanding of web analytics and website optimization/CRO to understand our clients challenges.
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