Eu Customer Success Manager

6 mesi fa

Firenze, Italia Gilbarco A tempo pieno

**Purpose of the position**

***The purpose of the position has the below pillars:
1- Customer Success Management

2- Help Desk & Technical Enablement

3- Managed Services

4- Customer Operations

5- People management

The Customer Success Sr Manager has the mission to deliver a delightful after sales experience to those customers who have bought into our products or services, by delivering world class Help Desk services and external Customer Operations management, through an own inside team and through a network of technical partners.

***Examples of applicable metrics for this position are:

- Customer satisfaction:

- Net Promoter Score (NPS)
- On Time Delivery (OTD)
- Time to Resolution
- Department P&L
- People Management
- Department profitability
- Contracts renewal / churn ratio

The role undertakes what follows:
**Customer Success Management**

Customers who buy products and relates services, or even just services, in today’s world where the consumer experience is reaching excellence have naturally high expectations in terms of receiving a world class service also when it comes to a business-to-business relation.

The Customer Success Sr Manager has the target to deliver upon such expectations by meeting or exceeding the Service Level Agreement (SLA) within the approved cost base, making sure that the service performance is appreciated by the customer to ensure contract renewals and onboarding into expanded services.

The Customer Success Sr Manager will build and manage an own department Profit & Loss maintaining a proper internal balance sheet, striving to grow the topline and deliver increasingly positive results at the bottom line, by fostering the use of new tools, technologies, and practices.

**Help Desk, Managed Services and Technical Enablement**

Our customer journey extends beyond purchasing our products and services, it’s complemented by the support given to them to ensure they can continually and consistently deliver services to their customers. By managing the Helpdesk (HD) department, the Customer Success Manager will ensure that the HD team provides remote based diagnostic technical support and resolution for customers to enable forecourt sites and convenience stores to remain operational across the GVR customers base in Europe in the most effective and cost-efficient manner by minimizing efforts to resolve and maximizing remote resolution rate. As the support function needs sometimes to leverage on external field technicians / companies the Customer Success Manager will ensure through a Technical Enablement team that the GVR portfolio knowledge, the proficiency and availability of employed external technicians is always up to the expected level, as well as their use is minimized - so as their cost - through the maximization of effective product documentation and training methodologies.

**Customer Operations management**

When a product or service are sold and terms are agreed with customers, this requires the management of Operations, internal and external, to deliver upon such terms. This might imply the coordination of external and/or field operations like - but not limited to - surveys, hardware or software installations, disposals, upgrades and replacements of products or parts in or out of warranty. All the above with the objective of maximizing customer satisfaction within defined cost boundaries.

**Knowledge, Skills and Experience**
- Good skills in spoken and written Italian and English, able to communicate verbally and in writing with confidence and clarify.
- Experience in managing staff and drive through transformational phases
- Experience to build and deliver presentations for customers decision makers and for internal management
- Able to prioritize and multitask effectively and work to tight deadlines
- Have excellent attention to detail and accuracy
- Flexibility in work Schedule
- Determined to comply with the Health, Safety and Environment (HSE) Policy (Vontier, GVR & local country)
- Determined to comply with the Vontier Code of Conduct.

**WHO WE ARE**

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