🎯 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.

RESPONSIBILITIES: 

• 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 Gainsight 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 to help prioritize projects and shape 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.
• Identify opportunities for up-sell and cross sell and nurture them through to handover to the sales team.

*Option to work fully remote or on-site at our Milan Office!

🏆 ABOUT YOU

• Minimum 1 year previous experience in Customer Success or another related role. 
• Ability to perform within a fast-paced, multi-priority setting.
• Customer-first mentality; ability to empathize and build customer loyalty.
• Strong critical thinking, analytical, and complex problem-solving skills. 
• Highly motivated, “do-er” with a strong sense of collaboration, ownership, urgency and drive.
• Excellent interpersonal skills for phone troubleshooting and writing skills through email.
• Native Italian speaker, proficient in English.

You’ll be our rockstar if you

• Experience working in the Fashion, Luxury or Beauty industry.
• Exposure to global customers and an understanding of international markets is desirable.
• Experience with delivering on-site training and webinars strongly preferred.

💡 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.

💥 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