Customer Success Manager

hace 3 días

Barcelona, España Skello A tiempo completo

About Skello Skello is a European company on a mission to improve frontline teams' daily lives. We have developed a HR SaaS to help them plan, optimize and simplify work organization. We aim to shape the future of HR Tech by being the leading HR solution for all frontline teams in Europe. Our solution is already being used by more than 400,000 users in Europe.  After starting in France and successfully expanding into 3 European markets (Belgium, Switzerland and Spain), we are now going one step further into our European expansion story by opening a new country: Italy. Your role As the first Customer Success Manager for the Italian market, you will be a pivotal member of our team, responsible for building and nurturing strong relationships with our first customers. This is an exciting and challenging role where you will not only ensure our clients' success but also help define the customer journey for Italy. You will manage the entire post-sales process, from onboarding and training to ongoing support and upselling. Reporting directly to the Country Manager Italy, you will have a direct impact on our retention and growth, with significant opportunities for career development as the team and market expand. Your missions Onboarding & Training: Guide new Italian customers through the onboarding process, providing comprehensive training to ensure they master Skello's features and integrate the solution seamlessly into their daily operations. Customer Advocacy: Act as the main point of contact for your portfolio of clients, building strong, trusting relationships. Understand their needs, answer their questions, and proactively address any challenges to maximize their satisfaction and usage of the platform. Upselling & Sales : Identify opportunities for upselling and cross-selling, promoting new features or higher-tier plans that align with our clients' evolving business needs. Your ability to spot these opportunities will be key to our market growth. Feedback & Strategy: Gather valuable feedback from our early Italian customers and act as their voice internally. Share insights with the Product, Marketing, and Ops teams to help refine our go-to-market strategy, product roadmap, and overall customer experience for Italy. Retention: Monitor customer health and usage metrics to proactively identify and re-engage at-risk accounts and fight against churn requests to ensure highest level of retention Your profile Native Italian speaker and proficient in Spanish. Proven experience in a customer-facing role (1-5 years), ideally in customer success,

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