Customer Success Manager
3 settimane fa
Customer Success Manager
At Translated Srl, we are seeking a skilled Customer Success Manager to join our team. This role is crucial in managing our global customer experience and retention programs to amplify net active users and enhance customer satisfaction.
The ideal candidate is passionate about leveraging innovative CRM tactics, adept at problem-solving, spotting improvement opportunities, and thrives in a fast-paced international setting.
Main 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.
- Work with Account Managers and Project Managers to implement effective action plans based on the feedback.
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.
- A customer-obsessed, proactive mindset, capable of strategic thinking and detailed execution.
- Ability to work as a team player and meet individual performance goals and KPIs.
- Knowledge of SEO and other online marketing disciplines is preferred but not essential.
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