Customer Success Manager - Italian Market

• Revenue Growth: Identify and propose upselling opportunities, promoting premium features and additional services that deliver value to customers.
  
  
• Develop effective cross-selling strategies by recommending complementary products and services tailored to customer needs, expanding account value while analyzing customer behavior and preferences to offer personalized solutions that maximize their return on investment.
  
  
• Customer Support: Provide timely and professional responses to customer tickets, chats, and calls, ensuring accurate information and efficient issue escalation.
  
  
• Customer Relations: Foster strong customer relationships to ensure satisfaction and retention. 
  
  
• Proactive Outreach: Engage with customers through adoption calls and interviews to understand their needs and highlight our platform's benefits. Implement strategies to enhance customer engagement and platform adoption, aligning with business objectives. Host webinars, create customer success content, and gather feedback for continuous product improvements.
  
  
• Performance Metrics: Track key performance indicators (KPIs) like NPS, CSAT scores, and retention rates, while analyzing customer behavior data to enhance service quality and satisfaction

• Proven SaaS expertise: 2–3 years of experience in Account Management, Business Development, or Customer Success roles within a SaaS company.

• Technical acumen: in-depth familiarity with Property Management Systems (PMS), Online Travel Agencies (OTAs), and Channel Managers.

• Data-Driven mindset: demonstrated ability to analyze KPIs such as NPS, CSAT, and retention rates to measure and improve performance.

• CRM mastery: advanced proficiency with CRM tools for managing customer interactions and leveraging data insights.

• Upselling skills: track record of successfully identifying and executing upsell opportunities, driving customer satisfaction while increasing revenue.

• Cross-Selling expertise: skilled in offering tailored product and service recommendations, boosting customer engagement and maximizing account value.

• Customer training & support: expertise in delivering impactful training, creating resources, and providing top-notch support for platform adoption and success.

• Content creation excellence: ability to craft compelling customer success materials, including webinars, guides, and documentation, to enhance user engagement.

• Analytical strength: Strong analytical capabilities to interpret customer behavior and optimize service delivery for satisfaction and growth.

• Language skills: fluent in English (C1) with Italian as a native language.

• Industry knowledge: experience in the tourism sector is a significant advantage.

• Work in a small and top-performing team that moves extremely fast where you are extremely important.

• Work without having to deal with jerks and ego-maniacs.

• The opportunity to join one of the best travel-tech sales teams in Europe.

• A place where your talent can blossom.

• An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward.

• A place where your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority.

• Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals.

• We have fun while working! We are easygoing people.

• Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.

• Remote working with frequent opportunities to meet up.

• Fun and enriching experiences – unforgettable team-building events that go beyond the usual outings.

• Competitive salaries and bonuses – as a meritocratic team, we recognize talent and hard work, rewarding them appropriately.

Still not convinced? Check out our "Work With Us" page for more about our mission, values, and why we love working at Smartpricing: Lavora con noi - Unisciti alla missione di Smartpricing

If you're reading this, it means you're genuinely interested, and that excites us! Here's what you need to know:

• We're highly driven and set our goals higher than most, pushing boundaries others may deem impossible.

• We work much harder than most companies out there.

• Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress.

• We hold ourselves and our team to the highest standards of excellence and culture.

• Should we feel that this role isn't the right match for you, for the benefit of both parties, we may need to part ways.

We hope this sheds light on whether this could be your next adventure. If you believe it is, we warmly invite you to apply. Discover your full potential with us!