**Customer Success Manager**
**Milan, Italy**
Toluna empowers leading brands and agencies to conduct research without limits by unifying the best of technology, the best of research science, the best of global panel, and made-to-measure service to scale your business.
Toluna is powered by 2500 employees worldwide, delivering critical insights in over 90 markets to over half of the Fortune 500.
Together, we strive to push the field of market research toward a better tomorrow.
**Introduction**
**Responsibilities**:
- Training and on-boarding new Toluna Start platform clients
- Grow customer lifetime value - Toluna Start platform adoption and growth with key accounts
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
- Subscription renewals each year, and account growth within each year, measured by:
- Credits usage
- Numbers of contact points within key account
- Revenue growth
- Work with sales to identify and/or develop up-sell opportunities
- Partner with sales, support and product teams on creation and execution of strategic success account plans (roadmaps, etc.
)
- Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth.
Ensure there is a loop back mechanism to the customer
- Feedback to R&D / product on platform usage types, trends and future needs
**Required experience**
- 3+ years experience in SaaS and / or research technology
- Previous experience of optimizing your clients' usage development, and mapping out what success looks like to your clients.
**Required skill set**:
- You are an excellent communicator, and someone who demonstrates patience and willingness to help their clients learn and develop together
- You are able to work across multiple levels in their key accounts, from day-to-day user to C-level
- You are a superb client-relationship manager, able to develop and foster positive mutually beneficial relationships
- You have the desire to be measured upon the successful growth, retention and loyalty of their client-base
- You are able to foster collaboration within your team, and with wider sales, product / R&D, and Digital Solutions team to deliver the best in client experience
- Ability to adapt to different interlocutors and to different topics
**Our Values**:
**Integrity and respect.
** We treat our colleagues, clients and partners how we want to be treated.
**Success in unity.
** We deliver results by working as a team with common goals.
**Smart decisions in action.
** We implement plans without delay and stay nimble to change on demand.
**Make it simple.
** We simplify complexity, making the complex easy to understand.
**Be bold**.
We welcome big and small ideas that challenge and inspire us to change.
**Delight customers.
** We work tirelessly to exceed expectations, turning satisfaction into delight.
**Reward great work.
** We believe performance is the reason for advancement.
Do good work and good things come.
**What we offer**:
At Toluna you will find an exciting and multicultural place to work.
We employ the best and the brightest in our industry and we are always looking for rising stars to join our team.
We are proud of our staff members and we offer competitive salaries, a wide range of benefits and the chance to progress your career within a truly global organization.
**_ Toluna is an equal opportunities employer.
We commit to keeping Toluna an inclusive, respectful, equal, and diverse workplace.
One small way we're focused on moving ourselves - and the world
- forward._**
**_ With +40 million influencers across the globe, we look like you do, like the world does: made up of every ethnicity, social background, sexual orientation, religion, gender, age, or ability._**
**Join our global team.
We welcome big thinking and reward great work.