Customer Success Associate

CUSTOMER SUCCESS ASSOCIATE (M/F) 

(Milan - Italy)

Founded in 2000, Ivalua is a leading global provider of cloud-based procurement solutions.

COMPANY OVERVIEW

At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionises supply chain sustainability and resiliency to unlock the power of supplier collaboration. 

We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities. 

Learn more at www.ivalua.com. Follow us on LinkedIn and Twitter.

THE OPPORTUNITY

As a Customer Success Associate, you’ll play a critical role in ensuring that our customers are successful and getting value and support out of the Ivalua platform.

You’ll manage a portfolio of customers as their solutions are implemented and rolled out. In this role, you’ll be responsible for providing the best Support (in close collaboration with our Maintenance Department), increasing user adoption, measuring success, and addressing roadblocks if they come up. 

You will also be managing the renewals for a small portion of Customers.

Being a people person is a necessity for this position. You’ll often find yourself traversing between business and technology topics.

WHAT YOU WILL DO WITH US 

• 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
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YOUR PROFILE

If you have the below experience and strengths this role could be for you:

Skills and Experience:

• 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. French is a plus.
• Ability to travel up to 30% of the time.

Preferred Education / Experience

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

WHAT HAPPENS NEXT

If your application fits this specific position’s needs, our skilled Talent team will reach out to schedule an initial screening call. Get one step closer to achieving your goals – apply today! 

Our Talent team will guide you through every step of the interview process - from preparation to completion. They're here to support you! 

Our recruitment process is designed to assess your competencies through a series of personalised interviews with internal stakeholders relevant to the role. 

Interviews will be conducted virtually via video or on-site with face-to-face meetings.

LIFE AT IVALUA

• 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
• We're a team dedicated to pushing the boundaries of product innovation and technology
• Sustainable Growth, Privately Held
• A stable and cash-flow positive Company for the last 10 years
• Feel empowered to pursue your goals with improved team collaboration and increased creativity/productivity
• Unlock and unleash your full professional potential with our exceptional training and career development program
• Join a dynamic and international team of top-notch professionals who are experts in their respective fields. Collaborate with like-minded individuals who are deeply passionate and highly motivated about their work. Experience a truly diverse and inclusive work environment where your unique contributions are highly valued
• Comparably recognized Ivalua for the following (https://www.comparably.com/companies/ivalua) :

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United by our values we embrace diversity and equity in the broadest possible sense to create an inclusive workplace. To help our customers make supply chains more efficient, sustainable and resilient, we rely on a global team with a variety of backgrounds, skills and views. We believe in equal opportunity and in diversity as a driver of innovation that cultivates a spirit of inclusiveness, creates a productive and fun place to work, and provides fulfilling career opportunities for all Ivaluans. https://www.linkedin.com/company/ivalua/about/

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