Customer Success Manager (Italy/DACH)

EBSCO; Town of Italy (NY); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading clinical solutions provider is seeking a Customer Success Manager to support their Clinical Decisions products. Responsibilities include managing customer relationships, analyzing performance metrics, and identifying sales opportunities. The ideal candidate has 3+ years of experience in customer-facing roles and excellent communication skills in Italian, German, and English. This role is remote, with a preference for Italy-based candidates.

Qualifications

• 3+ years of experience in a customer-facing role.
• Experience working with medical customers or in a clinical environment.
• Ability to travel a minimum of 40% of the time.

Responsibilities

• Manage customer expectations and support success and renewal.
• Monitor and analyze customer utilization against metrics.
• Coordinate project execution and resources.
• Develop relationships with key contacts.
• Identify cross-sell/up-sell opportunities.
• Demonstrate Clinical Decision products at presentations.

Skills

Excellent command of written and spoken Italian

Excellent command of written and spoken German

Excellent command of written and spoken English

Project management

Customer orientation

Presentation skills

Job description

Your Opportunity

The Customer Success Manager (CSM) is responsible for a variety of tasks associated with implementing and supporting EBSCO’s Clinical Decisions products and customers.

The CSM will work closely with sales, marketing, product management, editorial and other internal teams to develop effective, creative, and data driven approaches to fulfil identified customer objectives,

engage clinical users and increase usage of our tools and solutions across the clinical workflow and care teams.

What You'll Do

• Collaborate across internal teams to maintain the health of assigned accounts, effectively managing customer expectations, supporting success and renewal;
• Monitor and analyze customer utilization against key performance metrics to identify areas of risk, opportunity and need;
• Coordinate project execution and resources to ensure product awareness and adoption, including access planning, EMR/LMS integration, customer onboarding and training, communication plans, and progress and effectiveness reporting for clients and internal stakeholders;
• Develop, and strengthen, relationships with multiple key contacts and influencers who can support, promote, and coordinate awareness campaigns within each site.
• Be the regional “voice of the customer” and partner internally to create and provide proactive and targeted customer communications including lifecycle marketing and thought leadership campaigns.
• Identify cross-sell/up-sell opportunities for sales teams.
• Demonstrate Clinical Decision products at pre-sales presentations, conferences, internal and industry events.

About You

• Excellent command of written and spoken Italian, German and English;

• 3+ years of experience in a customer-facing role (like Customer Success, Sales, or Project Management);
• 3+ years of experience working with medical customers or in a clinical environment;
• Excellent oral and written communication, project management, PowerPoint, remote training and presentation skills essential;
• Strong customer orientation;
• High motivation;
• Ability to work effectively in a team;
• Positive attitude;
• Ability to travel a minimum of 40% of the time, local and internationally.

The role is Remote - Italy based preferred.