CSM Manager
Pubblicato il 15-08-2026 - Sirvis Italia - Connecting Horeca in Italia
CUSTOMER SUCCESS MANAGER
We are seeking a Customer Success Manager to enhance the customer experience across all channels, ensuring superior service levels to the outlets. This role is integral to improving our platform’s processes and tools, structuring the RTM for Sirvis and our customers, and quantifying the value creation for all stakeholders.
Manage and enhance the customer experience across all interaction points, ensuring consistent and high-quality service levels. Oversee the implementation of omnichannel strategies to deliver a seamless customer experience for both buyers and sellers.
Process and Tools Improvement: Continuously assess and improve the processes and tools related to the company’s platform to streamline operations and enhance user experience for all stakeholders, including buyers, sellers, and CPGs. Identify inefficiencies and implement solutions to optimize customer success operations.
RTM (Route-to-Market) Structure and Size: Design and implement strategies to optimize the Route-to-Market for the company and our partners,
including both sellers (wholesalers) and CPGs. Align strategies with business objectives and market needs to ensure efficient and effective market coverage.
Value Creation Quantification: Evaluate and quantify the value creation for all key stakeholders, ensuring that the platform delivers measurable benefits, and build proposal of new features to expand monetization. Conduct analyses to demonstrate the ROI of the company’s offerings to buyers, sellers, and CPGs, emphasizing the relevance and impact on customer experience.
Customer Segmentation: Develop and execute a comprehensive customer segmentation strategy to tailor services and communications effectively for both buyers and sellers. This involves understanding the unique needs of different customer segments to enable personalized engagement strategies.
Build and maintain analytics frameworks essential for process automation and the monetization of the digital platfo