Customer Success Specialist

1 mese fa

Milano, Italia User Group srl A tempo pieno

User Group è una Startup innovativa nata per offrire prodotti software e competenze altamente specializzate volte a supportare la Digital transformation dei Clienti.

Ci stiamo concentrando sul trend topic dell’API Management offrendo ai Clienti un servizio per la definizione dell’API Strategy Enterprise ed un prodotto software: ApiShare. ApiShare è il brand che abbiamo creato per completare la nostra soluzione end to end per l’API Management. L’obiettivo è elevare gli asset aziendali a Digital Product. Il nostro prodotto facilita la discovery delle APIs e delle APPs, semplifica la Governance, supporta la dissemination e l’onboarding degli API Consumers.

We are looking for a Customer Success Specialist who are tech-keen, self-motivated and ready to shake things up.

JOB DESCRIPTION As a Customer Success Specialist, you will join our Customer Success Team aiming to maximize the value our products and services delivered to our customers. You will be primarily accountable for the successful onboarding, user adoption and ongoing health of your customer portfolio. Outstanding analytical and problem solving skills are critical to the success of our Success Managers, as well as project management & communication skills to be the connecting puzzle piece for internal teams and client expectations.

Strategic objectives
- Drive adoption and value realization throughout your portfolio of customers and build a trusted advisor relationship to facilitate successful renewals and identify expansion pipeline - Facilitate the communication between customers and internal User Group teams such as Support and Product - Play a pivotal role in ensuring the company meets renewal rates

Activities
- Build a success plan to ensure the solution aligns with customer priorities, guiding them back to the path when needed throughout the journey - Guide Clients during their onboarding journey - Train users on how to use User Group platform to their needs - Evangelize adoption of the DY solution and achieving a high degree of customer satisfaction - Empower customers to create self-sufficiency and internal expertise - Promote and support engagement with User Group through user groups and event participation - Proactively monitor customer end user adoption and sponsorship through regular check-ins, building action plans to remedy if needed - Mediate technical/platform issues between customer and delivery/support teams as necessary - Proactively collect client’s feedback and suggestions on product features, functionality and onboarding best practices and discuss them with the Product Team and/or the CSM Team for positively influencing the product roadmap and our internal best practices

Basic qualifications
- 2+ years of working experience in technology/software sales, pre-sales or technical consulting in customer-facing roles
- Fluent in Italian and English (any other language is a plus)
- Strong verbal and written communication skills
- Managing executive customer relationships and key business stakeholders
- Presentation skills with a high degree of comfort speaking with Executives, IT Management, developers and business leaders
- Self-motivated, detail-oriented, with well-developed interpersonal & communication skills and a strong desire to succeed
- Understand how to manipulate, analyse and interpret data
- Project management or customer services background

Preferred Qualifications
- Prior onboarding/project management experience preferably in a SaaS company
- Knowledge, passion and experience in API Management topics
- Knowledge of one or more API Gateways
- Bachelor Degree in Management Engineering / Computer Science

Contratto di lavoro: Tempo pieno, Tempo indeterminato

Orario:

- Dal lunedì al venerdì

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