Customer Success Manager

Lectra Italia

**Customer Success Manager**

**Milan office**
- We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and servicesAt Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team With more than 50 years of experience and a presence in over 100 countries around the world, we are 3,000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

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- As Customer Success Manager, you are responsible for creating and developing customer relationships, ensuring they get the most value possible from our solutions and services, and maximizing customer retention and loyalty. This position works cross-functionally with our Sales, Technical Sales, Marketing, Professional Services teams, back office, finance and most functions of the company to build relationships, expand adoption, drive renewals and growth, and ensure great customer experience.
DUTIES AND RESPONSIBILITIES
- Act as the main point of contact with customers under contract or subscription
- Maintain regular contact with your assigned customer and identify pain points to be addressed
- Act as a facilitator and ensure customer retention and renewal
- Manage customer requests and complaints, and work with the correct team (Customer care, PS, Sales, etc.) to help solve them
- Provide account managers support during the sales process and act as a sales asset
- Identify and qualify new business opportunities, and hand them over to the sales team
- Provide your help and support during the many internal handovers (sales, presales, professional services and customer care)
- Measure customer success and adoption
- Meet with customer and project manager during the installation to ensure a smooth transfer to Customer Success Manager
- Stay in-touch with their accounts to maintain the Lectra relationship as a premier market leader
- Develop and manage client portfolios
- Oversee support and services team delivery acting as the point of escalation for customer issues and obstacles
- Monitor, analyze and share customer usage data
- Proactively coach customers and deliver Customer Success Plans that enable fast deployment and adoption
- Develop and implement repair plan when required with a transversal authority
- Monitor account health and eliminate adoption gaps at the customers
- Measure business outcomes and drive mutual success planning
- Sustain business growth and profitability by maximizing value
- Mediate between clients and the organization
- Handle and resolve customer requests and complaints
- Minimize customer churn
- EDUCATION AND/OR EXPERIENCE
- Bachelor’s degree in engineering or equivalent work experience
- 5+ years successful in account management, sales, customer training experience
- Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
- Prior experience in the Software industry is a plus
- Gainsight knowledge is a plus
- POSITION QUALIFICATIONS
- Passionate about the fast-growing SaaS industry
- Exceptional communication, presentation and problem-solving skills
- Ability to analyze customer data to improve customer outcome and experience
- Self-driven and proactive nature
- Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude
- Strong ability to align technical concepts & features to business needs
- Capacity to develop a relationship in a face-to-face environment
- TRAVEL
The position is based in Milan
There will be 50% of travel to customer sites/Lectra offices.