Description

• Job Title: Customer Success Manager                        

  Location: Milano

  • Business owner of customer service and commercial operations in own market
  • Focus on the business growth through facilitation of the long-term relationships with customers and increasing NPS score
  • Customer Success Team management and continuous improvement according to the business strategy and tactical targets.
  • Adding value to customers’ success in their business with our company
  • Developing and increasing customers’ engagement and adoption
  • Transform customer feedback into improving efficiency
  • Contributing constantly towards providing world-class customer experience

  A Customer Success Manager should have:

  • Masters or BA degree with 5-7 years’ experience and/or training or equivalent combination of education and experience
  • Excellent written and verbal communication skills in English
  • Experience in a Windows environment where you worked with computer applications such as work processing, spreadsheet and database programs; experience with Salesforce.com and/or SAP would be considered as a significant plus
  • Orthodontic or Dental background is a strong plus
  • Local native language and Fluent English

  In addition to the above, a Customer Success Manager possesses strong leadership and managerial skills, and has the ability to drive performance and results from the front.  They are focused on commercial growth and are able to increase and maximise ROI and efficiencies with strong analytical skills and strategic planning and execution.

  They are high on emotional intelligence and possess natural coaching and mentoring skills to drive success within team and individual development.

  If you’ve got what it takes to help us transform service into success, we’d love you to join our team!

  Education and/or Experience

  Master degree preferred or BA diploma with 5 to 7 years related experience and/or training or equivalent combination of education and experience. Benefit if medical device related.

  Qualifications

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 5 to 7 years of related experience and/or training; or equivalent combination of education and experience.

  Essential duties and responsibilities

  include the following. Other duties may be assigned.

  Transforming customer service care model toward effective customer success management Organizing, planning and leading customer careservice and business operations. Facilitating business growth by developing and maintaining a proactive approach to communicate with doctors and dental practices Building the environment of educating doctors in each interaction. Developing the Customer Success Team by hiring, training and coaching and talents growth facilitation. Review and maintain consistency within the Customer Success team and the function (creation, review and sharing of processes, training, refreshers, monitoring). Obtaining and maintaining appropriate knowledge level of employees on products and processes. Driving continual improvements and corrective actions within Customer Success team with a focus on improving the customer experience, customer engagement and maintaining service level agreements. Maintaining cross-functional/interdepartmental relationships with peers across our global organization to share information, streamline procedures, finding solutions to mutual issues. Involvement in EMEA and global CS and CX improvement proje 

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We also respect your privacy. Our Applicant Privacy Policies can be found here: http://jobs.jobvite.com/align-tech/