Requirements: English
Company: TN Italy
Region: Milan , Lombardy
Social network you want to login/join with:Customer Success Manager, Enterprise (Bilingual - English/Italian), Milancol-narrow-leftClient:YextLocation:Job Category:Customer Service-EU work permit required:Yescol-narrow-rightJob Reference:833c5bbbff98Job Views:2Posted:04.05.2025Expiry Date:18.06.2025col-wideJob Description:Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a Best Place to Work globally by industry leaders such as Built In, Fortune, and Great Place To Work!We are looking for a Customer Success Manager (CSM) to drive adoption and maximize the value of the Yext platform with a strong commitment to learning. You will be responsible for partnering with customers, understanding their priorities and pain points, and ensuring that they optimize their Yext investment. CSMs play an integral role in our business, working closely with sales, solution engineers, product management, and GTM teams.What Youll DoManage a portfolio of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfactionBe a trusted Partner:Build and maintain strong relationships with Yext customers, serving as their primary point of contact for all post-sales activities.Work with Yext Support, Product Management, Services, and GTM teams to share customer feedback and act as an internal advocate for our customersBe an expert on the Yext platform and productsDrive Adoption and Optimization:Partner with customers to develop and execute strategic success plans, aligning Yext solutions with their business objectives and goals.Conduct regular reviews, provide progress updates related to reactive issues and proactive customer initiatives, and demonstrate the value of Yext products and servicesDeliver Industry Insights and Yext Product Expertise:Stay up to date with industry trends and best practices and share insights and recommendations with customersShare product roadmap with customers, provide guidance on how new Yext features and offerings align with customers business objectives and help with achieving KPIsIdentify Opportunities for Growth:Analyzing customer data to identify upsell & cross sell opportunitiesCollaborate with Sales and Solution Engineering to pursue growth opportunitiesRenewals & Risk Management:Demonstrate keen situational awareness, adept at deciphering subtle cues and anticipating potential risks ahead of time, taking preemptive measures to mitigate them effectively. Above and beyond attitude to restore and maintain positive sentiment.Collaborate with Sales on renewals strategy and plans, leveraging customer analytics and metrics to maintain outlined retention goalsProvide accurate renewals forecastWhat You HaveBA/BS degree in Sales, Business, Marketing, or Computer Science preferredA minimum of 5 years of experience in a customer-facing role (for example, in BDR, Customer Service/Support, Sales, or CSM) with a proven track record of managing enterprise-level customers.Knowledge of digital marketing technologies - social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance managementFamiliarity with different listings networks such as Google, Apple, and Facebook and experience with marketing strategy for multi-location businessesWork experience in organic search/ local SEO within digital media preferredStrong ability to develop insights from performance data and present a value story to key stakeholdersExperience with subscription GTM approaches for customer success management and renewalsProven ability to manage a book of business with high gross retention & predictabilityCustomer-centric mindset - put the customer''s needs first, actively seek feedback, and continuously strive to improve the customer''s experience with the product or service.Strategic thinker with strong analytical and problem-solving skills, the ability to anticipate customer needs, and the ability to develop tailored solutions to meet them.Solid project management skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment.Familiarity with Challenger Sales Methodology is a huge plus.Strong negotiation, influencing, and closing skillsAdaptability and flexibility mindsetOutstanding interpersonal and communication skills, with the ability to engage and influence customers and partners at all levels#LI-JS2Yext is committed to building an inclusive and diverse culture where every pers