Reporting to the Italian Head of Revenue, Junior Account Managers/CSM provide assistance to our clients, meeting their retention targets and ensuring the growth of the Italian Hub through upsells.
Customer Success Managers are vital to our continued growth and provide additional support for the hub to work towards their commercial objectives.

As a Junior Account Manager/Customer Success Manager you will…

Client accounts management & growth:

• Respond to clients inquiries and resolve any issues or concerns that arise in a timely and effective manner ;

• Meet your own renewal targets in your clients portfolio ;

• Optimise the revenue of your accounts by proactively identifying, presenting and demonstrating the value of additional features and services to your clients, increasing their revenue and satisfaction ; 

• Build and maintain relationships with your own clients and deliver a positive customer experience (in terms of service delivery, feedback received, product features awareness). 

• Take overall responsibility the financial performance of your own clients and contract management, ensuring consistent logging and storage of contractual and renewal information 

Reporting & analytics: 

• Ensure that our CRM system is kept up to date with accurate client statuses, and that KPI metrics are reported accurately and in a timely fashion ;

• Regularly analyse and monitor (health check) campaign and client performance metrics, including invoice values, identifying performance problems, trends and areas of maximisation, highlighting opportunities and disengagement risks to your regional Head of Revenue

Processes & collaboration:

• Report to the Hub Head of Revenue (strategy and revenue);

• Communicate and collaborate with your internal team;

• Benefit from support and guidance from the Customer Success Director.

As a Junior Account Manager/Customer Success Manager, you serve as the primary point of contact for a portfolio of client accounts. You take an interest in much more than your own client list and always have SaleCycle commercial objectives in mind. This requires a strong set of personal attributes, and as a minimum you will need:

• A genuine desire to excel at client service delivery and intuitively understand exactly what is needed

• Good negotiation skills with the ability to manage client expectations positively

• Ability to work independently and proactively troubleshoot issues before they arise

• Ability to multitask and prioritise tasks effectively.

• An analytical approach, able to identify trends and opportunities

• A strong team ethic with the ability to collaborate with a diverse range of people.

We are looking for candidates with:

• Great communication skills in Italian, English and French

• At least 1 year hands-on experience within a digital service environment, with responsibility for multiple clients, and a targeted environment

• Being commercially aware, with an eye for spotting opportunities to increase revenue for SaleCycle within your client base

• Flexibility and willingness to meet varying client and company requirements, including travel

• Being process driven and organised in order to efficiently balance and respond to numerous contacts, keeping everyone happy and engaged with our service

• Tech savvy, with competence in Microsoft office and G-suite programmes, and a good understanding of ecommerce, analytics programmes, marketing technologies and optimisation techniques is a plus.

• Phone call (20 min) with the Regional People & Culture Manager, Anne-Gaëlle, to explain your background and what you are looking for.

• Interview with the Regional Head of Revenue Italy, Silvia, to talk more deeply about your technical skills and what is expected in this role.

• Business case

• Informal chat with the rest of the Italian team and Adam, Head of Revenue.

Most of these steps can be done remotely via Google Meets, but we would love to meet you in person at some point in the process. :)