Customer Service Manager

5 mesi fa

Milano, Italia Orange A tempo pieno

As a Customer Success Manager, you will act as a professional responsible for shaping a positive customer experience and driving an extraordinary operational excellence. You will serve as a vital bridge between the Professional Services experts and the Sales Team.

**Responsibilities**:

- Analyzing _customer data _to improve customer experience;
- Promoting _improvements programs _in collaboration with key stakeholders;
- In cooperation with Sales/Pre-Sales, holding product demonstrations for customers;
- Identifying inefficiencies in customer service processes;
- Through use-cases, deploying _automation _by optimizing service processes continuously, and also reporting, servicing, change management, communication tools;
- Shifting service paradigm from Reactive to _Proactive _and from Resolution to _Prevention _;
- Promoting _innovation _, latest market-trends and Out-of-the-box solutions;
- Sustaining _business growth _and _profitability _by maximizing value for the customer and the organization.

**about you**:

- Proven work experience in _Customer Success Management _or in a similar role.
- Solid understanding of the _IT industry, _the specific digital services offered, and the ability to explain technical concepts to customer business value creation.
- Experience working with brand image and promoting value through customer experience.
- _Strong verbal and written communication skills _to effectively convey information, provide guidance, address customer inquiries and concerns and foster positive business relationships.
- Technical skills required, as they relate to the use of the product or service.
- Accountability and personal organization are essential.
- Experience in managing a diverse group and training each according to company standards.
- Skills in identifying opportunities for _contract renewals _, _upselling _additional services, and cross-selling complementary products.
- Effective _collaboration with cross-functional teams _, such as Sales, Marketing, Product Development, and Support, to ensure a cohesive approach to customer success.
- Basic sales skills and _retention _strategies to maximize customer lifetime value.
- Education: _communications _, _marketing _or _consulting _degree is preferred.
- Languages: fluent in _Italian _& _English**additional information**:
Key Accountabilities:

- Act as the advocate for the customer, building a relationship of trust and managing the customer experience, to increase our _Net Promoter Score _by ensuring our products and services meet and, where possible, exceed expectations.
- Focus on _building loyalty _to ensure a long-term client retention by supporting customer with required product information.
- Continuously monitor customer _satisfaction _, by scheduling and managing _operational meetings _with them.
- Drive Continuous Service Improvement and be accountable for the _Service Improvement Program _(SIP).
- Develop and maintain a _proactive _service delivery, building strong relationships, and leveraging support for _new business opportunities _.
- Responsible for the Service Development Plan and its alignment to the overall Account Development Plan.
- Understand the _customer’s business _and how Orange Business can add value.
- Act as a _trusted advisor _and customer representative within Orange to ensure all internal stakeholders understand the agreed support model.
- Ensure the Customer is aligned and contracted to the appropriate service model.
- Deliver service performance reports providing evidence of delivery to _contracted SLAs _, running proactive tasks (traffic trend follow-up), assisting customers on tickets resolution follow-up and for any required change for product usage improvement.
- When required drive the efficiency of the escalation matrix to ensure service escalations or major customer incidents are managed effectively and to the benefit of the customer.
- Responsible for _security _aspects to ensure secure and compliant customer network.

Research addressed to personnel belonging to disable and protected categories art.18 law 68/99 too.

**contract**:
Regular

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