We build. We create impact.
As the Operations Director for Italy & Eastern Europe, you and your team will drive revenue growth, increase customer satisfaction metrics, and actionable insights. Your team will be responsible for advocating for the customer and scaling the teams.
Additionally, you and the Customer Success Team will implement initiatives to grow the customer success function, establish KPIs, optimize the customer journey by training, engagement and identifying and solving customer pain points as well as identifying new opportunities.
Furthermore, you will enable Customer Success Management and be the point of contact and ambassador for existing customers in our portfolio. You’ll be responsible for the oversight of sales operations, order entry, invoices, delivery of hardware + recurring software and VARS – Field services (onsite installation). From a post-sales operation perspective, you will support software issues or onsite visits for warranty replacements.
Main Activities and Responsibilities:
- Responsible for the results of the Customer Success teams across all VusionGroup products and services, specifically to customer retention, satisfaction, renewals, and product adoption.
- End to end from sales orders to post sales.
- Devise and execute strategic account plans for key clients, aligning with their long-term objectives and promoting widespread product adoption throughout their organizations.
- Stimulate revenue growth by identifying upselling or cross-selling opportunities within existing client accounts. Formulate strategies and collaborate with sales and marketing teams to capitalize on these prospects and achieve revenue goals tied to upsell and expansion.
- Coordinate cross-functionally to resolve customer pain points in the customer journey and to resolve escalated customer issues.
- Design and implement customer journey.
- Partner with Sales and Product to build processes and ways of working designed to understand customer needs, deliver positive customer experiences, and exceed customer expectations at all points in the customer journey.
- Represent the Voice of the Customer and report on KPIs and Monthly Business Reviews.
- Evaluate Customer Success and identify areas for improvement and make recommendations for tools.