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Customer Success Manager



Milan, Italy
Posted on Tuesday, April 9, 2024
Fanplayr is currently experiencing a period of rapid growth globally with enterprise accounts, such as Guess, Ita Airways, and KIKO – with many other global brands at late stages and/or in trials, and we're looking to add some great people to our team!
Your Role:
The Customer Success Manager (CSM) is responsible for direct interaction with the customers to help them take advantage in the best possible way of the Fanplayr’s solutions.

The CSM is a leading expert in data analysis, digital and performance marketing and all Fanplayr’s tools, and he/she supports the customers with his/her know-how.

The CSM is in charge of customers’ on-boarding and retention, delivering profitable campaigns for both the customers and Fanplayr.The CSM will report to the Head of Customer Success for the region of operations.
  • Achievement of Company’s customers on-boarding and retention targets,
    including regular reporting on performance to colleagues in Fanplayr’s
    management team
  • Maintain current key customer relationships and expand the business at
    existing customers where Fanplayr has a footprint
  • Work closely with Sales team to seamlessly transition newly acquired
    customers into profitable long-term clients, especially taking care of
    customer needs and inputs for the definition of campaigns strategies
  • Analyze all relevant data to define campaign proposals that will suit the
    need of customers while meeting their goals
  • Create and manage all campaigns for the customers within the region
  • Keep a constant monitoring and reporting on the performance of each
    account, utilizing state-of-the-art analytics techniques to identify and
    exploit improvement opportunities, while keeping the whole campaign
    aligned with the customer’s marketing strategy
  • Help train new hires in the Customer Success area
  • Passion for the digital world
  • Creativity and capacity of thinking out of the box
  • Strong analytical skills and mindset
  • Great communication capabilities at various levels of organizations
  • Proactivity
  • Willingness to learn and improve on a daily basis
What We Offer
  • Office located in Milan (IT)
  • Flexible working hours
  • Free office snacks
  • Work with a team of young, motivated and talented individuals in a fast-paced international environment
  • Fluent English and Italian language skills (written/spoken). Spanish is a plus.
  • Advanced proficiency in Excel and Powerpoint
  • 2+ years experience in digital roles with knowledge of the digital media ecosystem
  • Availability to travel when possible to meet clients and attend trainings

Nice to Have

French / Spanish / Portuguese language skills
Experience in personalization and CRO techniques
Experience in creative design / Photoshop

Fanplayr’s behavioral data platform for websites provides real-time intelligence and actionable insights to eCommerce retailers and service providers, enabling behavioral targeting of visitors whilst they are shopping and browsing online. Fanplayr’s service empowers brands to leverage zero-, first-, and third-party behavioral data to personalize every user interaction on the website and across retargeting channels. Fanplayr’s service generates significant uplifts to Conversion Rates, Average Order Value, Revenue per Visit and new Customer Acquisition Rates, while improving the overall customer experience in the conversion funnel. Fanplayr is a privately held company with headquarters in Palo Alto, California, and offices in Milan, London, Madrid, Tokyo, Buenos Aires, Mexico City, Sao Paulo, and Melbourne.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.