Can you imagine a world where business and digital solutions will be truly seamless and where users will help companies to co-create them? Do you want to help us to shape this human-centered world? Welcome to UNGUESS.
UNGUESS is the crowdsourcing platform for effective testing and real insights that enable tech, digital and business leaders to make smarter decisions, faster. How? Unleashing the power of the crowd, a community of highly engaged people all over the world that allows us to bring end-customer insights into the design, development and testing phases of a digital product.
We are looking for a Customer Success Manager to join a dynamic and young team to lead clients in testing activities and bring maximum value to them.
You can work from anywhere and when needed you should be able to reach our headquarter in Milano within a day.
If you love and you want to make the world a more human-centred place, this is your opportunity!
As a Customer Success Manager, you will spend the most time with the customer trying to intercept their needs and guide them in methodological choices to achieve their goals and help them deliver quality digital products.,
The ideal candidate has in-depth knowledge of dynamics related to digital product development and design, technical skills related to the software world, ability to manage customer relationships (pre sales, post sales) and ability to recognize and propose up-sell and cross-sell opportunities.
Responsibilities:Monitor and increase Customer Satisfaction, push up-selling and cross-selling, and avoid churn.Understand your customer horizon – what are their plans next year and the year after and how we can proactively help them shape those plans.Ensure there is a practical and clear account plan in place for each of your customers, which is a working plan that is pro-actively used and updated and represents a real picture of the customer's landscape.Act as a single point of contact for your customers.Ensure that the managed client portfolio is performing in line with business objectives.Work closely with the operations team to deliver the best value to the customers.Gather feedback from the market to contribute to proprietary platform developments.Requirements:You're fluent in Italian and English (you will manage majority of Italian-speaking clients + a considerable part of international clients).2+ years of experience in Customer Success Teams within a Tech Company.Background and experience in the delivery of Digital Solutions (e.g. as Product Owner or Product Manager).Good understanding of UX/CX and Quality Assurance methodologies.Knowledge of Testing Automation and Cyber Security principles is a plus.Self-driven, professional, and proactive in taking ownership of projects and act on client goals and objectives.Proven ability to map Customer needs.Proven track record in teaming with sales, operations and product teams to achieve business goals.What we offer:Great opportunity to thrive professionally in a young, fast-growing and motivating environment.Competitive package with flexibility on location and holiday policy.Location: if you need a desk or want to meet up with colleagues, our offices are in Milan and Cremona but you have the opportunity to work 100% remotely.Budget and time for continuous learning and certifications.Wonderful periodic retreats and team-building activities .Salary and compensation:From €30.000 to €40.000 / yearly gross base salary + 10-20% result based bonus
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