Customer Experience Manager
Pubblicato il 18-09-2026 - Keystone Italia in Milano
On behalf of our client ReeVo, a prestigious Italian technology provider and European leader in Cloud & Cybersecurity services, we are seeking a highly qualified professional for the role of Customer Experience Manager (MS - CX - 26).
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The successful candidate will ensure the seamless delivery and performance of ReeVo's services, acting as the primary point of accountability for service quality, customer satisfaction and contract compliance for large corporate clients. Operating within the Customer Success Center, this role bridges customers and internal technical teams to drive long‑term client retention.
Responsibilities
- Service Performance – oversee end‑to‑end service delivery to ensure compliance with contractual commitments and internal standards.
- Relationship & Escalations – act as the primary service contact for assigned customers, managing critical escalations and ensuring timely resolution.
- Cross‑BU Coordination – collaborate with internal Operations teams to ensure smooth delivery of complex, multi‑BU services.
- Review & Reporting – conduct regular service review meetings, presenting performance data and improvement initiatives to stakeholders.
- Business Contribution – partner with the CSC and Sales teams to identify upselling and cross‑selling opportunities through proactive engagement.
Requirements
- Bachelor’s degree in IT, Engineering or an equivalent background.
- 5+ years of experience in service/delivery management or customer success within IT, cloud or managed services.
- Proven experience managing high‑value customer accounts, contracts and ITSM best practices.
- Solid knowledge of cloud infrastructure, networking, cybersecurity fundamentals and data/metrics analysis.
- Strong communication, negotiation and cross‑functional collaboration skills with a customer‑centric mindset.
- Fluency in Italian and English (C1 level); knowl