Customer Success Manager with Italian & English

ppWe are now looking for a bCustomer Success Manager /bto join our growing team across Europe based in Italy and native Italian speaking with excellent English language skills. /p ul libADVANCE®AI /b is an exciting new technology-based SaaS company in the pharmaceutical service sector /li liThe core service has been developed in collaboration with IBM, the original innovators in Artificial Intelligence (AI) and still one of the world’s leaders in continually developing this technology /li libADVANCE®AI /b provides pharma leaders everyday visibility of the quality of the conversations taking place between their field-based teams and Health Care Professionals (HCPs) /li liThis everyday visibility is provided on KPI dashboards that are updated daily in real-time /li /ul pThe Customer Success Manager (CSM) is responsible for the successful delivery, adoption, and ongoing development of assigned ADVANCE®AI programs. Acting as the primary day-to-day contact for clients, the CSM builds strong strategic relationships with stakeholders across Commercial, Medical, and Operational functions to ensure customers achieve measurable value from ADVANCE®AI solutions. /p pWorking closely with the VP Customer Success and cross-functional internal teams, the CSM coordinates customer onboarding, program rollout, training, engagement, and ongoing support activities to ensure successful execution against agreed objectives, timelines, and success metrics. The role requires proactive management of customer needs, identification of potential risks and opportunities, and continuous alignment between customer expectations and ADVANCE®AI capabilities. /p pThe CSM also plays a key role in driving customer satisfaction, retention, and growth by supporting renewals, identifying expansion opportunities, facilitating strategic business reviews, and translating customer feedback into actionable recommendations for product and service evolution. This position requires a highly motivated, consultative, and customer-focused individual who thrives in a fast-paced, high-growth SaaS environment. /p h3KEY ACCOUNTABILITIES /h3 ul liManage the day-to-day operational delivery of assigned customer programs, ensuring projects are executed according to agreed timelines and objectives. /li liCoordinate and support customer onboarding, program rollout, and end-user training to ensure successful implementation and adoption. /li liDeliver ongoing customer support, training sessions, workshops, and best-practice guidance to maximise platform adoption and program success. /li liMonitor customer engagement, platform usage, and program performance to identify risks, improvement areas, and adoption opportunities. /li liSupport the development of customer advocacy initiatives including testimonials, success stories, referral opportunities, and reward or recognition programs. /li liTranslate AI-generated analysis and customer data into actionable insights and strategic recommendations for customers. /li liMaintain a high level of operational discipline by ensuring all internal and external project documentation, trackers, meeting notes, timelines, and customer records are accurate and up to date. /li liEnsure a high standard of responsiveness, organisation, and customer service across all assigned accounts. /li /ul h3CROSS-FUNCTIONAL COLLABORATION /h3 ul liCollaborate cross-functionally with Operations, Product, Technology, Analytics, and Customer Success leadership to resolve issues and support customer needs. /li liCollect and communicate customer feedback to support continuous product, service, and process improvements. /li /ul h3RENEWAL GROWTH SUPPORT /h3 ul liSupport renewal discussions by tracking program outcomes, customer satisfaction, and delivered value. /li liIdentify opportunities for account growth and communicate potential expansion opportunities to Business Development and Customer Success leadership. /li /ul h3ADDITIONAL RESPONSIBILITIES /h3 ul liTravel as required to support customer meetings, workshops, training sessions, and business reviews. /li /ul h3EXPERIENCE /h3 ul liBachelor's degree in Business, Marketing, Life Sciences, Healthcare, or a related field preferred. /li liPrevious experience in Customer Success, Account Management, Project Management, client services, or other customer-facing roles is beneficial but not essential. /li /ul h3COMMUNICATION RELATIONSHIP BUILDING /h3 ul liStrong communication and interpersonal skills with the ability to build positive relationships with customers and internal teams. /li liConfidence in preparing and delivering presentations, training sessions, or customer meetings. /li liExcellent written and verbal communication skills in English and in the local language(s) of the market in which the Customer Success Manager will operate. /li /ul h3ORGANISATION WAYS OF WORKING /h3 ul liOrganised and detail-oriented with the ability to manage multiple tasks and priorities simultaneously. /li liAbility to work collaboratively across different teams and functions. /li /ul h3ANALYTICAL TECHNICAL SKILLS /h3 ul liAnalytical mindset with an interest in understanding customer data, trends, and insights. /li liGood Microsoft Office skills, particularly PowerPoint, Excel, and Word. /li liExperience with CRM, project management, or customer success tools is advantageous but not required. /li /ul /p #J-18808-Ljbffr