At a Glance
- Tasks: Help customers succeed with our products and build strong relationships with key accounts.
- Company: Join Akeneo, a leader in Product Information Management, focused on creating amazing product experiences.
- Benefits: Flexible hours, 25 days leave, remote work options, and €1,000 for personal development.
- Other info: Dynamic environment with excellent growth opportunities and a focus on inclusivity.
- Why this job: Make a real impact by guiding customers to achieve their goals and maximise value.
- Qualifications: Fluent in Italian and English, with experience in customer success or account management.
The predicted salary is between 36000 - 60000 £ per year.
Akeneo is the Product Experience (PX) company and global leader in Product Information Management (PIM), creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere. We are all about experience – from the best-in-class product we build to the inspiring environment we create for our employees. You will grow in a dynamic environment where your ideas and expertise will make an impact from day one.
The Customer Success Manager is a key role within the Customer Experience organization, helping our most valued customers achieve their goals by optimising the use of our products and services. You will manage a portfolio of strategic accounts, providing a direct impact on retention as a strong contribution to Akeneo’s customer-first objective. You will guide customers on their post-implementation journey, ensuring a positive experience, maintaining engagement over time, and helping them attain more value and a clear ROI.
Responsibilities:
- Build strong relationships with key contacts at customer accounts, including C-level executives across business and IT.
- Drive adoption of our software and identify opportunities for expansion.
- Create prescriptive and customized success plans to help customers define, measure, and achieve success using Akeneo’s solutions.
- Engage with customers in insightful ways, including delivering personalized, action-focused business reviews.
- Understand the signs of risk and proactively identify it; devise strategies to mitigate risk and execute defined action plans.
- Achieve retention and growth targets by closing client renewals and discovering and managing upsell and cross-sell opportunities with the sales team.
- Contribute to Akeneo’s customer success framework for customer lifecycle management, developing strong client relationships, monitoring customer health, and creating tangible benefits and value for customers.
- Collaborate with the Akeneo Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo.
Qualifications:
- Speak Italian and English fluently.
- Solid background in customer success, account management, or project management within the SaaS or tech industry.
- Expertise in developing and executing customer success plans, including onboarding, risk management, health monitoring, adoption and digital transformation.
- Experience creating lasting, trusted relationships with customer contacts in different roles up to the C-level.
- Strong track record in managing high-value customer accounts, driving retention, and achieving growth targets.
Interview Process:
- 30-minute screening call with Talent Acquisition.
- 60-minute interview with hiring manager.
- 30-minute interview with Regional Sales VP.
- 60-minute interview including presentation of a risk mitigation plan to the hiring manager and another member of the Customer Success organization.
Life at Akeneo Work Environment:
- Flexible working hours, 25 days annual leave, option to work from anywhere up to 30 days per year.
Inclusivity Community & Support:
- Engage in 2 paid volunteering days annually and join Employee Resource Groups dedicated to promoting diversity and inclusion.
Growth and Development Professional Development:
- €1,000 annual budget for personal development and internal mobility opportunities, including a Women in Leadership Programme.
- Comprehensive Onboarding: 8-week program to start on the right foot.
Wellbeing Mental Health Support:
- Individual and confidential sessions with a mental health practitioner or coach.
For more information about benefits, contact our Talent Acquisition team.
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Other
Industries: Software Development
Customer Success Manager - Italian Speaker employer: Akeneo
Akeneo is an excellent employer for Software Engineers, offering a dynamic work environment that prioritises innovation and collaboration. With a strong focus on employee growth through mentorship and cross-team projects, you will have the opportunity to advance your career while enjoying the flexibility of remote or hybrid work arrangements. The company's commitment to a customer-first mindset ensures that your contributions directly impact client satisfaction and success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Italian Speaker
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Akeneo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Akeneo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Italian Speaker
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Akeneo:Your cover letter is your chance to shine! Tell us why you want to work at Akeneo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Akeneo!
How to prepare for a job interview at Akeneo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
