Customer Success Specialist

The Customer Success Specialist will be responsible for the relationship with our customers. This role is responsible for managing key client relationships and ensuring client retention.
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 ABOUT LAUNCHMETRICS

Launchmetrics is the leading Brand Performance Cloud used by Fashion, Luxury and Beauty (FLB) executives to connect with the modern consumer in a constantly changing landscape. With over a decade of industry expertise, we have helped more than 1,000 customers create inspiring, impactful and measurable experiences.

Our Brand Performance Cloud provides companies with the tools and intelligence they need to optimize the use of their creative assets, execute powerful brand amplification programs and measure their brand performance. The company’s AI-driven and proprietary Media Impact Value gives customers the ability to benchmark their performance against 2,000 competitors worldwide. Launchmetrics' intelligence empowers these companies to grow their businesses and streamline their processes, bringing a sharp focus to profitability, accountability, and efficiency while enabling the type of quick decision making required for agility.

Founded in NYC and with operating headquarters in Paris, we have employees in eight markets worldwide and offer support in five languages. We have  been the trusted brand performance technology to brands worldwide such as Dior, Fendi, Shiseido, NET-A-PORTER and Adidas as well as partners like IMG, the Council of Fashion Designers of America, the British Fashion Council, and Camera Nazionale Della Moda Italiana.


💡 ABOUT THE CUSTOMER SUCCESS TEAM

We work as one team to go above and beyond for our customers. We act as their voice and champion. Our success is our customers' success.

We build and maintain client relationships to ensure happiness, adoption, and renewal. We support clients by continuously advising them as partners and keep them up to date on our new initiatives and innovative updates to pave the way for customer growth.

Our mission is to provide the best client experiences through meaningful partner relationships that showcase Launchmetrics' value of creating efficient, impactful, and measurable brand experiences.

 

🎯 ABOUT THE ROLE

The Customer Success Specialist will be responsible for the relationship with our customers. This role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board, ensuring the successful set-up and kick-off for new clients, and paving the way for solid system adoption.

  • Lead implementation success: identifying specific client needs and analyzing configuration options.
  • Client implementation and on-boarding.
  • Define the client’s goals and subsequent training strategy.
  • Ensure smooth handover process from the Sales team and communicate the function of Customer Success and Support team to clients.
  • Consult with clients on technical requirements including integrations, data mapping, and set-up, and excel analysis.
  • Actively participate and problem-solve on the implementation process by raising issues, identifying root causes, and providing solutions.
  • Own all aspects of the project management including the project plan, meeting minutes, meeting/call schedule, assignment of action items.
  • Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI.
  • Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Salesforce and is kept up-to-date regularly.
  • Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates.
  • Gather local client feedback and deliver feedback to product teams and Chief Customer Officer to help prioritize projects and shape the product roadmap.
  • Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately.
  • Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth.


🏆 ABOUT YOU

  • Bachelor’s degree or equivalent experience in the business, or related field
  • Minimum 2 years previous experience in Customer Success 
  • Customer-first mentality; ability to empathize and build customer loyalty
  • Strong critical thinker, analytical, with complex problem-solving skills 
  • Highly motivated “do-er” with a strong sense of collaboration, ownership, urgency, and drive
  • Excellent time-management skills with an ability to effectively prioritize tasks 
  • Excellent interpersonal skills alongside strong verbal and written communication skills 
  • Native Italian speaker, proficient in English


You’ll be our rockstar if you

  • Have experience in Fashion;
  • Have experience with delivering onsite training and webinars and/or pre-sales demonstrations;
  • Speak French or Spanish as well.


💥 WHAT DO WE HAVE TO OFFER? 

A fantastic opportunity to participate in the development of a disruptive international company in an incredible work environment – cool, casual, fast-paced with a passionate, driven, and fun team. Our people thrive under autonomy and can easily have a strong impact on our business, customers, and organization. By joining us, you will have a chance to work in a cutting-edge yet established global organization with more than a decade of sustainable growth and leading investors as partners.

At Launchmetrics, we care about each other and pay extra attention to things like:

  • Work-life Balance 
  • Flexible Working
  • Team Building 
  • Growth & Development
  • Health & Wellness 
  • Diversity & Inclusion 

 

WHAT CAN YOU EXPECT FROM OUR RECRUITMENT PROCESS?

  • Step 1: Phone Screen 
  • Step 2: Meet & Greet 
  • Step 3: Skills Assessment 
  • Step 4: Culture Fit Interview 
  • Step 5: Leadership Interview 

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Or, know someone who would be a perfect fit? Let them know!

Via Andrea Solari, 11
20144 Milano Directions info@launchmetrics.com +39 02 30301039

Paris

5 Boulevard Montmartre
75002 Paris Directions contactez@launchmetrics.com +33 01 70 98 24 00

Our Culture

We work hard, laugh a lot and collaborate constantly. Life is what happens when you're busy working so we make sure you enjoy it.

👀 See for yourself: 

Already working at Launchmetrics?

Let’s recruit together and find your next colleague.

email
@launchmetrics.com
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