Customer Success Associate

Summary

Join Ivalua as a Customer Success Associate in Milan, Italy, and play a critical role in ensuring customer success with the Ivalua platform. You will manage a portfolio of customers, providing support, increasing user adoption, measuring success, and addressing roadblocks. Responsibilities include building client relationships, identifying upsell opportunities, managing client expectations, acting as a client advocate, and proactively helping clients meet their business objectives. You will also manage renewals, create reference-ability plans, coordinate meetings, report client status, and capture feature requests. This role requires strong communication, project management, and business acumen skills. Ivalua offers a flexible work environment with opportunities for remote work and professional development.

Requirements

• Ability to create good business relations and development opportunities with key sponsors in the install base
• Ability to drive continuous improvement of Client Services across the company by helping to create a culture focused on customer success (Marketing, Product, Sales, Finance, Executive)
• Experienced in motivating customers to adopt new features or services
• Fluent in Italian and English
• Ability to travel up to 30% of the time

Responsibilities

• Build and strengthen client relationships by developing success plans and executing those plans in a timely and organized manner
• Identify upsell opportunities and work with the sales team to see them through the sales cycle
• Manage client expectations and desired outcomes using strong leadership, project management, presentation skills, and business acumen
• The primary point of escalation for account issues, following through on resolution by Partners, Professional Services, Sales, and/or Maintenance teams
• Act as the Ivalua client advocate for assigned book of clients, ensuring key decision-makers understand the value of Ivalua
• Proactively help the client meet their business objectives by becoming a true partner who can help educate and guide the client through business transformations
• Create and manage client reference-ability plans for assigned book of clients
• Coordinate and manage regularly scheduled meetings with clients to ensure day-to-day operations run as expected and that special projects and product implementations run smoothly
• Report client status to all levels of the organization using both qualitative and quantitative measures
• Demonstrate the best-practices solution to make the case for an expansion of modules licensed and to show opportunities for improvement
• Capture, coordinate, and track client feature requests with the Product Team
• Manage the renewals for a small portion of Customers

Preferred Qualifications

• Master’s degree
• At least 2 years either in a Sales Position or better a CSM position
• French is a plus

Benefits

• Flexibility with 2-3 days working from home days per week possible if you are located in France
• Full remote if you are based in Italy with frequent training and coaching periods in our HQ in France
• Exceptional training and career development program