At a Glance
- Tasks: Manage high-value customer relationships and drive their success across EMEA.
- Company: Join Instructure, a leader in EdTech focused on empowering learners.
- Benefits: Remote work, competitive salary, and opportunities for personal growth.
- Other info: Dynamic role with opportunities to influence product development and improve customer experiences.
- Why this job: Make a real impact in education while working with innovative technology.
- Qualifications: Fluent in Italian and English, with strong communication and stakeholder management skills.
The predicted salary is between 60000 - 75000 £ per year.
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.
Customer Success is absolutely vital to our long-term success and profitability, and to helping our customers achieve their goals. As a Customer Success Manager (CSM), you will be responsible for maintaining satisfaction and long-term success for a portfolio of high-value enterprise clients. You will help ensure retention, drive adoption, and unlock revenue growth by applying a consultative approach and leveraging strategic insights and customer data.
What you’ll do:
- Manage a portfolio of high-value customers across EMEA, particularly in Italy and other European markets.
- Build and maintain strategic relationships with executive and operational stakeholders.
- Understand customers’ goals and business drivers; proactively offer solutions and strategies to meet their evolving needs.
- Champion product adoption and utilization to support customer outcomes and learning impact.
- Ensure strong renewal performance by proactively identifying and addressing renewal risks early in the customer lifecycle.
- Collaborate closely with Sales to identify growth opportunities and drive pipeline development.
- Serve as a customer advocate by sharing feedback with Product, Engineering, and other internal teams.
- Contribute to regional and global Customer Success initiatives, continuously improving processes and best practices.
What you bring:
- Professional fluency in Italian and English; other European languages (e.g., Spanish, Dutch, German, French) are a plus.
- Passion for education and technology, ideally with experience in EdTech or SaaS environments.
- Strong stakeholder management and communication skills, including executive presence and the ability to influence at all levels.
- A data-informed mindset with the ability to leverage tools like Salesforce, Gainsight, JIRA, and Tableau.
- Empathy, curiosity, and a solutions-focused attitude.
- Excellent interpersonal and eloquent writing skills.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications:
- Familiarity with higher education, vocational training, or corporate learning ecosystems.
- Experience in Customer Success.
Remote Customer Success Manager - Italian speaking in Leeds employer: Instructure
At Instructure, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Remote Customer Success Manager, you will enjoy the flexibility of working from anywhere while being part of a passionate team dedicated to transforming education through innovative technology. We offer robust professional development opportunities, a commitment to employee well-being, and the chance to make a meaningful impact in the lives of learners across Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Manager - Italian speaking in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Instructure. 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 Instructure 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 Remote Customer Success Manager - Italian speaking in Leeds
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 Instructure:Your cover letter is your chance to shine! Tell us why you want to work at Instructure 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 Instructure!
How to prepare for a job interview at Instructure
✨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.
