Offer summary

Qualifications:

5+ years of experience in a similar position, Fluency in French, English, and Spanish; Italian is a plus, Strong prioritization and organization skills with proficiency in project management tools, Excellent verbal and written communication skills, with a problem-solving and empathetic character..

Key responsabilities:

Manage the onboarding process for new customers and provide first-level support

Build strong relationships with clients and address their needs and concerns

Prepare reports and organize meetings to demonstrate customer value and success

Identify growth opportunities and collect customer feedback for product improvement.

Job description

We are looking for a dedicated and proactive Senior Customer Care Manager & CSM Italy to join our team (80% Care/20% CSM). In this role, you will be responsible for guiding our clients through onboarding, providing first-level support, and ensuring long-term satisfaction and growth. Your mission will be to make our customers product experts, helping them maximize their adoption of our solutions and reinforcing their loyalty. If you thrive in a fast-paced environment, enjoy problem-solving, and have a passion for customer relationships, this role is for you!

Care Responsibilities (80%)

Onboarding (portfolio management)

-Proactively manage the onboarding process for your portfolio of new customers (including tier 1), ensuring a seamless implementation and efficient deployment of solutions.

-Lead training and FAQ sessions to support new clients in adopting the platform effectively.

-Understand client needs to optimize their use of our solutions, resolve reported issues, and propose intelligent solutions and/or workarounds.

-Anticipate challenges during onboarding and proactively implement mitigation strategies to drive results.

-Collaborate with Account Executives to gather necessary client information, and with the Account Management Team (CSM and KAM) for a seamless transition

-Oversee project management for complex projects

-Make customer-related choices independently that align with both customer expectations and company objectives, demonstrating confidence and accountability for your portfolio.

Level 1 support

-Respond quickly and efficiently to incoming customer queries (tickets) via chat and email (CRM tool)

-Troubleshoot and resolve issues proactively, suggesting tailored solutions.

-Escalate complex problems to L2 support or management when required.

Internal collaboration

-Support internal customer teams (CSM, KAM, AEs…) with product expertise.

-Propose and drive new initiatives and innovative solutions.

-Participate in continuously optimizing our processes (improve the quality of our service, accelerate the Time to First Value, improve resolution time…)

-Create documentation (guides, FAQs, videos).

-Provide feedback to the Product team to forward customer needs.

-Mentor and assist less experienced colleagues.

CSM Responsibilities (20%)

Client management

-Manage a portfolio of accounts

-Act as the main point of contact after onboarding

-Build strong relationships with customers

-Address customer needs, questions, and concerns

Adoption and satisfaction

-Ensure high adoption and satisfaction by helping customers become product experts

-Engage customers in our events and ambassador campaigns (case studies, and testimonials)

-Minimize churn and downsells while fostering customer loyalty and driving renewals

Customer success and value

-Prepare reports, organize meetings, business reviews, and workshops, to demonstrate the value of Didomi

-Help customers achieve their business objectives

Portfolio growth

-Identify growth opportunities (upsell/cross-sell) in collaboration with our KAM and AE teams

Feedback and improvement

-Collect customer feedback

-Act as the customer’s voice to improve features/ product development, and our processes

Requirements :

5+ year experience in a similar position

Fluency in French, English and Spanish. Italian would be appreciated.

Prioritization and organization skills, proficiency in project management tools and methodologies (RACI, GANTT…)

Excellent verbal and written communication skills

Problem solver, rigorous and empathic character

Pedagogy and patience are part of your qualities, you know how to adapt to your interlocutors and love to help

Knowledge of HTML, CSS and JSON (+ JavaScript) is a plus

You like to work in dynamic environments and fast-paced teams

Be available between 09:00 - 12:00 and 14:00 - 18:00 (Paris time)

Recruitment Process:

1/Interview with our Senior Talent Acquisition Manager (15 min)

2/ Case study preparation at home (1 week)

3/ Interview - including case study presentation with our team members (1h) with the Customer Care team lead (your potential future manager)

4/ Final interview with our Customer Success Director or a founder (30min)

Applicants who contact employees directly regarding their application will not receive a response. Please submit your application through the designated application form.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The information collected from your application is subject to data processing on the basis of the performance of pre-contractual measures. The processing is intended for the management of applications for positions at Didomi. The fields marked with an asterisk are mandatory. Failure to complete them will result in your application being impossible to process. The recipients of the data are Didomi’s Human Resources team and other people in the company who are involved in the recruitment process, as well as their service providers. The data provided will be kept on our records for a period of two years, beginning from the last contact Didomi has with the candidate. In accordance with the applicable legislation you have the right to access, rectification, deletion, opposition. In case of disputes, you have the right to refer to the Commission National de l'Informatique et des Libertés. You can exercise your rights by contacting the data controller at the following address dpo@didomi.io

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