Job Summary :
As a Senior Customer Success Manager, you will report directly to the Country Manager and functionally to the Head of Customer Success in Paris.
As a member of the Customer Success Team, your main goal will be to accelerate the growth of your Customers, leveraging on any (current or future) tool and service that Otoqi can offer. You will be the advocate of your Customers within the company, your job will be to always be one step ahead, anticipating operational problems, and acting as a change agent to improve your customer’s success.

Job Description :

• Take ownership of a wide portfolio of clients in Italy
• Understand customers’ business value drivers, success criteria, KPIs, and SLAs to develop and implement Customer Success Plans
• Establish a regular cadence of Executive Business Reviews with the clients to track progress towards their stated business objectives
• Be a role model for customer-obsession across the organization, building and using data analytics and tech to anticipate and exceed the customer’s needs
• Drive operational excellence through process innovation and continuous improvement
• Develop and inspire an impactful operations team through a culture of empowerment, speed, and customer obsession
• Create a team culture of accountability, transparency and collaboration
• Lead the recruitment, training and management of a community of independent drivers, being responsible for the on-site operational performance
• Take project initiative and proactively drive cross-functional collaboration

Hard Skills and Experience :

• Fluent in Italian and English (French is a must)
• Strong business analytics skills
• 5+ years experience
• Previous experience in similar roles
• Tech savvy

Soft Skills and Attitude:

• Customer-centric mindset
• Strong ability to build relationships and proactive engagement
• Strong communication: you adapt your speech to operational and C-Level stakeholders
• Well-organized self-starter with an excellent work ethic, attention to detail
• Resilient – ability to overcome obstacles and see through plans
• Ability to prioritize multiple projects, programs and objectives
• Ability to thrive in a dynamic environment

What we offer :
Our Italian expansion is key to our internationalization strategy. Jumping onboard at this stage is a great opportunity to participate in the creation of an efficient and lean structure. You will have the full support of experts from the HQ to help in your daily tasks.
Permanent Contract
Full time
Milan, Italy
Salary: 40/45K (based on candidate experience and skills

5+ years experience
A first proven experience in similar position
Strong ability to build relationships and proactive engagement
Strong analytical skills
Passionate about customer relations, you know how to adapt to operational and C-Level interlocutors
Strong taste for new technologies