Customer Service · Full-time · Piedmont, Italy
Cirtuo is a pioneer in the procurement technology landscape with the first, highly specialized category management software that automates category strategy creation leading to faster decision-making and higher business impact. As a digital transformation and risk management has become a key strategic priority of CPOs and procurement leaders, Cirtuo is disrupting what is typically a very manual, time-consuming, and expensive consulting-driven approach to category management and strategy creation. With our AI-powered, Guided Strategy Creation™ solution, Cirtuo empowers procurement and its stakeholders to collectively drive savings and value well beyond sourcing. Our client base consists of the largest multinational corporations as well as midsize companies mainly in the US and Europe leveraging Cirtuo to gain insights into the right strategic levers to pull.
In recent years, we have experienced impressive growth and we are determined to sustain our momentum without any intention of slowing down. For that reason, we are in search of new, ambitious members to join our Client Success team:
Client Success Manager (US)
The role of the Client Success Manager is focused on interacting with clients, with the primary objective being to ensure their success and maintain their active involvement in the platform beyond the sales process. You will become an expert in the Cirtuo solution to deliver ongoing guidance and support, showcase new product features and functions, and establish success plans for the client. You will know you have been successful with proven client satisfaction, product adoption, and ultimately license renewals.
You will report directly to the Vice President of North America and can have a great influence on the future development and growth of the company.
Responsibilities:
Manage a portfolio of clients, developing a deep understanding of their needs and objectives and help them drive significant value leveraging the Cirtuo technology
Onboarding new clients and providing client support through the implementation process, ensuring the continuation of the contractual agreements with Cirtuo
Driving user adoption and help lead change management within the client organization
Building and maintaining strong relationships with all key client stakeholders
Monitoring and reporting on the overall well-being of clients, tracking key health, and usage indicators
Serving as a point of escalation for key client issues and ensure swift resolution
Driving client advocacy through case studies and references
Ensuring high client satisfaction and retention
Identifying opportunities for further growth within clients while working collaboratively with the account team to position upsells
You will fit the role well if:
You can quickly generate trust in your audience. Equally important, we are looking for a person to fit with our well-jiving team of motivated, energetic, and charismatic people. You will fit the roll well if you:
Desired skills and experience:
While it is an advantage if you have a bachelor or a master’s degree in business administration or a similar field, it is not a requirement. An absolute requirement is a deep knowledge and expertise in category management; you need to be comfortable discussing category strategies at the CPO and CPO-1 level. Also, you:
Have excellent oral and written communication skills
Have 3-7 years of experience in strategic procurement, preferably from a top tier consulting firm
Excellent strategic thinking and negotiation skills
Ideally, but not required, bring domain knowledge in one or more verticals such as industrial manufacturing, pharma, food and beverage industries
Self-motivated, proactive team player with innovative ideas to inspire customer loyalty
Experience in business transformation initiatives is a strong plus
Skillful at building long term relationships with executives and key stakeholders
Proficiency in leading and facilitating executive meetings and workshops
Passion for making customers successful
Demonstrated ability to navigate conflict and foster open communication
Strong analytical thinking and organizational skills
Excellent verbal and written communication skills
Benefits:
We ask a lot from our team members, but we also give a lot back by offering: