Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Customer Success Agent managing daily customer inquiries and resolving issues between boat owners and renters. Contributing to process improvements and training seasonal staff during peak seasons.
Responsibilities
- Manage daily customer inquiries and tickets, handling service issues, complaints, and claims between boat owners and renters.
- Report directly to the Team Lead while also working closely with the Head of Customer Care to coordinate trainings, support seasonal agents, and contribute to process improvements that help maintain a consistent level of service quality.
- Act as an escalation point for complex or urgent cases.
- Mediate disputes between boat owners and renters, investigating claims and negotiating fair solutions.
- Manage critical cases such as last-minute cancellations, service complaints, or boat damage, ensuring efficient resolution and clear communication.
- Prepare for high-season operations by coordinating seasonal staff training, onboarding, and analyzing end-of-season KPIs.
- Identify opportunities for product and process improvements, creating reports on user feedback and system bugs to support development teams.
Requirements
- Native in Italian or Spanish and Fluent in English
- 1+ years of previous experience in customer-facing roles is required, handling legal complaints and complex users conflicts.
- Comfortable handling challenging situations and finding creative resolutions.
- Demonstrated ability to prioritize tasks effectively, meet deadlines, and handle multiple responsibilities in a fast-paced environment.
- Thrives in a dynamic environment, especially during high-season periods with weekend shifts.
- Process-oriented and methodical: enjoys following structured workflows and continuously improving efficiency in daily operations.
- Takes satisfaction in maintaining a clean, organized ticket queue and ensuring no requests remain unresolved.
- An interest in boating or a connection to our industry is a bonus!
Benefits
- training opportunities
- lunch vouchers
- gym memberships
- team events
- Hands-On Learning
- Global Exposure
- Inspiring Workspaces
- Scale-Up Culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Senior Sales Manager managing B2B Sales and building market presence for innovative CRM software at Planelio. Collaborating with management to shape sales and customer onboarding processes in the furniture industry.
Senior Customer Success Manager at EnterpriseAlumni managing enterprise accounts while ensuring retention and driving expansion. Focused on relationship building within the higher education sector.
Microsoft Dynamics 365 CRM Delivery Lead at PwC overseeing CRM solutions implementation and strategy. Leading a team and fostering client relationships for enhanced operational efficiency.
Customer Success Manager for enterprise accounts at Genesys, driving value realization and collaboration across Professional Services, Support, and Sales teams.
Director of Client Success leading client account relationships and driving agency growth. Managing financial responsibilities and mentoring client service teams in a creative advertising agency.
Intern supporting Customer Success team addressing user inquiries and assisting with system usage in a hybrid role at a construction tech company.
Customer Success Manager at Fortanix ensuring customer satisfaction and driving adoption of their data security solutions in the APJ region. Collaboration with teams to enhance customer relationships is key.
Customer Success Manager overseeing colocation, cloud, and managed services to enhance customer value and retention. Collaborating with sales and support teams to ensure customer success in their journey with Flexential.
Senior SCRM Analyst at Leidos supporting enterprise data and analytics programs. Involves Cyber Supply Chain Risk Management and collaboration with governmental partners.