Customer Experience Manager

3 giorni fa

Roma, Lazio, Italia Translated Srl A tempo pieno
Customer Success Manager Role

About Translated Srl

We are a leading company in AI-enabled translation services. Our mission is to allow everyone to understand and be understood in their own language.

As a Customer Success Manager, you will play a crucial role in managing our global customer experience and retention programs. You will be responsible for amplifying net active users and enhancing customer satisfaction.

Key Responsibilities:

  • Conduct in-depth analysis of the entire customer journey for different segments.
  • Identify key touchpoints and pain points to optimize interactions and improve satisfaction and retention.
  • Craft and execute a user segmentation strategy to develop efficient CRM actions across multiple channels.
  • Develop and implement creative approaches to convert and engage inactive users, organizing email campaigns, or conducting client interviews to solicit dormant customers.
  • Contact selected clients to monitor satisfactions and suggest additional services.
  • Identify potential churning clients and coordinate actions to retain them through personalized engagement and targeted interventions.
  • Monitor overall customer satisfaction through surveys (e.g., CSAT, NPS) and by monitoring customer feedback on online platforms (e.g., Trustpilot, Google reviews, Facebook, etc.).
  • Establish a structured feedback loop process where customer insights are systematically collected and analyzed.

Requirements:

  • Minimum 3 years of experience in customer success, retention, and/or lifecycle marketing, with a strong emphasis on churn management and reactivation campaigns.
  • Fluent in English; proficiency in additional languages is a plus.
  • Exceptional communication skills and the ability to work effectively across teams and projects.
  • Deep understanding of retention and reactivation metrics (churn, reactivation, engagement), with experience in developing email marketing A/B/n testing plans.
  • Proficient in Microsoft Excel or Google Sheets.

Work Environment:

Our headquarters is located in Rome, Italy, at Pi Campus, a working environment immersed in nature.

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