Customer Success Advocate

hace 1 mes


Zaragoza, Zaragoza, España Launchmetrics A tiempo completo
Customer Success Representative

**About the Role**

As a key member of the Customer Success team at Launchmetrics, you will be responsible for building and maintaining strong relationships with our clients. This role requires managing key client relationships, ensuring client adoption, satisfaction, and retention across the board. You will be responsible for the successful set-up and kick-off for new clients, paving the way for solid system adoption.

**Key Responsibilities**

* Be an expert on system functions and features to become a strategic advisor for clients, driving product value and ROI.
* Assist in pre-sales system demonstrations and technical meetings, and complete necessary SOWs for customizations and/or integration requirements.
* Ensure that appropriate client contacts, documentation, reviews, and projects, and risk are added to Gainsight and kept up-to-date regularly.
* Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates.
* Gather local client feedback and deliver feedback to product teams to help prioritize projects and shape product roadmap.
* Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately.
* Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth.
* Identify opportunities for upsell and cross-sell and nurture them through to handover to the sales team.
* Evaluate and document implementation plans and specifications. Project-manage incoming client requests alongside product, acting as the voice of the client.

**Requirements**

* Bachelor's degree or equivalent experience in business, or related field.
* Minimum 2 years previous experience in Customer Success or On-boarding.
* Ability to perform within a fast-paced, multi-priority setting.
* Customer-first mentality; ability to empathize and build customer loyalty.
* Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration.
* Strong critical thinking, analytical, and complex problem-solving skills.
* Highly motivated, "do-er" with a strong sense of collaboration, ownership, urgency, and drive.
* Excellent interpersonal skills for phone troubleshooting and writing skills through email.
* Excellent time management and communication skills.

**Language Requirements**

* Fluent in Italian is required and living close to the Madrid or Milan area is preferred.

**Fluent in English**

Extra Credit:

* Experience working in the Fashion, Luxury, or Beauty industry.
* Fluency in Spanish is a plus.
* Exposure to global customers and an understanding of international markets is desirable.
* Experience with delivering on-site training and webinars and/or pre-sales demonstrations strongly preferred.

**Language Code:** en

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