Our client is one of the worlds leading higher education publishers, partnering with educators and institutions globally. Due to a large consortia deal in Italy, they are now seeking a new Customer Success Associate to manage the customer's overall experience to drive retention.
The Customer Success Associate is a role within the Customer Experience organisation responsible for partnering with library research customers to achieve client satisfaction and client revenue retention.
This person will partner closely with the Customer Success Manager and Sales Account Managers who will assign projects to them related to offering customer training, custom support resources, and sourcing answers to customer inquiries.
We need someone with strong verbal and relationship building skills coupled with a passion for helping customers succeed.
Skills & Experience:
Excellent written, verbal and presentation skills.
Adept at translating resources between Italian and English.
Experience leading training classes.
Experience using a virtual platform such as Go-To-Webinar, Webex, TEAMS or Zoom.
Proven ability to build trust, rapport, and strong client relationships.
Ability to multi-task and communicate effectively in a fast-paced environment.
Strong time management and attention to details.
Understanding of the publishing industry, ideally in Open Access publishing.
CRM experience such as SalesForce.
Must be fluent in Italian and English.
Spanish language skills a plus.