Customer Success Manager (Italian speaker)

🤓 Lengow, an intelligent and automated e-commerce platform :

Since 2009, Lengow has been the indispensable e-commerce platform for multi-channel expansion in the European market: marketplaces, price comparison websites, affiliate marketing, display ad retargeting, social media, etc.

All jobs are open in Nantes/ Paris/ Barcelona.

At netRivals (part of Lengow), we help hundreds of businesses across Europe to optimize their revenue, adopting real-time pricing policies. To achieve so, our systems compare billions of products on a daily basis so that our customers are able to know their rivals better.

We work in more than 70 countries for mid to big customers, and we are aiming to democratize the analysis of prices and competitors. We want that both retailers and brands get an accurate vision of their markets in real time at an unbeatable price.

Part of Netrivals’ Customer Success Department, the Account management team is composed of 10 great multi-language and experienced professionals (and great persons) from 7 different countries. Our role is to make sure that customers are getting value from our data, by assisting them in simple configuration steps, leading long-term relationships, and building together complex business strategies.

Do you want to join us and help our customers become more competitive?

We are looking for a customer-centric Account Manager. This person will act as a liaison, provide product information and resolve any problems that our clients might face with accuracy and efficiency (with the help of our strong technical team). The Account Manager is also in charge to build and execute account plans and portfolio expansion in clients identified as high potential.

We are interested in finding a candidate that feels comfortable being proactive when contacting customers. We aim at generating a close connection with the customers in order to help them engage with our brand.

⌨️ Your main tasks would be as follows :

The target is to ensure excellent service and maintain high customer satisfaction by:

• Identifying and assessing customers’ needs to achieve satisfaction.
• Building sustainable relationships of trust through open and interactive communication.
• Providing accurate, valid and complete information by using the right tools.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions.
• Follow communication procedures, guidelines and policies.
• Take the extra mile in order to achieve customer engagement.
• Build a strategy for your accounts to drive loyalty and avoid churn.
• Foster Net Retention within their portfolio by proactively identifying opportunities in order to expand the accounts.

🎯 OKRs:

• After 1 month: After a complete training and structured shadow working program, the new Account Manager should be able to handle client meetings without buddy or manager
• After 3 month: With the help of its buddy & manager, the new Account Manager should be able to its own define portfolio strategy and start executing it
• After 6 months: The new Account Manager should be technically autonomous and start to meet the team's targets (NRR, NPS, campaigns, meetings …)

Netrivals’ Account management members are constantly helping each others, sharing knowledge, and asking questions (no fear) at any step of people integration, and for any kind of seniority. We are looking for someone willing to adapt himself and enjoy himself into this kind of positive and “trustful” environment.

⭐ Possibility to evolve:

• Transversal to other departments (onboarding, sales, training,...)
• Vertical (solution expert, team lead…)

🪜 Hiring Process :

• Phone call with our HR (Alexandre)
• Online Interview with our Head of Account Manager (Mathieu)
• Physical Interview & Business Case with our Head of Account Manager (Mathieu) and a member of Customer Success department
• Reference check and offer letter

Requirements

🏹 We are looking for someone with the following experiences and skills:

• Languages:
  • Italian Fluent/native level
  • English Fluent/native level
  • Spanish Professional knowledge
• Residence in Barcelona or willing to relocate.
• Education level: Higher education
• Great logical and analytical skills.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and skills.
• Ability to multitask, prioritize, and ma