Job description

The Customer Experience Team at SUPERB is looking for an Italian Customer Experience Manager!  You will be a working in one of the most exciting and dynamic SaaS international start-ups in Copenhagen. Our team is dedicated to ensuring we help the world's best restaurants use our GXM platform to deliver the best experience possible to their guests.

As our new Customer Experience Manager, you will be reporting to the Head of Customer Experience, and be working closely with our entire CX team to proactively engage with our Italian clients ensuring a premium experience, high product adoption and helping uncover expansion opportunities within your client portfolio.

What You'll Do 

Ensure an exception customer experience by understanding your each customer's restaurants objectives and needs.

Provide outstanding onboarding of new clients and ensure training needs are met post-onboarding

Monitor and ensure high product adoption and proactively identify product related needs.

Think out of the box to provide clients with those 'wow' moments when the time is right

Highlight and promote your customer's guest experience & story in our SUPERB community

Explore and identify growth potential within your client portfolio

Directly responsible for maintaining and growing your customer lifetime value

Define short, mid and long term Trustpilot goals with your clients and create customer success plans to realize objectives.

Act as a trusted advisor, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams.

Work for the marketing team to provide client testimonials and case studies as ideal customers emerge.

Feel confident interacting with every individual from every company, small to enterprise via email and phone.

Turn every client into a Trustpilot cheerleader and lifetime Trustpilot customer and advocate.

Successfully handle a large book of business, from 50 – 250 customers of all sizes, and $1.5M in revenue.

You will regularly work alongside the Sales, Marketing, Support, Product, and Client Integration teams.

You will report to the Customer Success Team manager.

Who you are

You bring energy and passion with you to the workplace! We value passionate individuals and people who want to learn and make things better!

Fluent in both written and verbal Italian is a must. Basic english is needed as it's our company language

You are a problem solver with a flair for technology and software

Your approach is always customer centric and you ensure you provide the best possible service to our customers

Previous customer service experience is a plus

Interested in SaaS start-ups, and contributing hands on to the customer experience team

Outstanding communicator to both internal stakeholders and customers

What We Offer

Joining an ambitions international start-up environment 

High level of autonomy and ability to work from home

Awesome coffee

Opportunity to contribute to SUPERB's customer experience goals

Development and product training

Catered lunch and snacks

Awesome colleagues always ready to help 

Great office location in Vesterbro