Reevo Spa Customer experience manager Invia

We are a European Cloud & Cybersecurity Provider supporting medium-sized and large companies in managing and protecting their IT ecosystems.

Through highly reliable Cloud services, advanced Cybersecurity solutions, we help organizations ensure business continuity, security and digital innovation every day.

With offices across Italy, France, Spain and Switzerland, we combine an international mindset with strong local expertise, supporting customers through a team of skilled professionals and cutting-edge technologies.

What drives us is not only what we do, but how we do it: we believe in collaboration across teams and countries, transparency in the way we work and communicate, and accountability in delivering concrete and reliable results for our internal and external customers.

We are looking for a curious and proactive colleague to join our Customer Success Center Team as Customer Experience Manager ensuring the seamless delivery and performance of Reevo's services to customers, acting as the primary point of accountability for service quality, customer satisfaction, and contract compliance. Operating within the Customer Success Center, the Customer Experience Manager bridges customers and internal technical teams, ensuring SLA adherence, proactive service improvement, and long-term client retention.

Responsibilities of the selected candidate include:

• Service Performance Management

  - Oversee end-to-end service delivery to ensure compliance with contractual commitments and internal standards.

• Customer Relationship Management

  - Act as the primary service contact for assigned customers;

  - Manage escalations and ensure timely resolution of issues.

• Customer Success Contribution

  - Work with the Customer Success Center team and Sales teams to identify upselling or cross-selling opportunities through service engagement.

• Service Review and Reporting

  - Conduct regular service review meetings with customers;

  - Present performance data and improvement initiatives to internal and external stakeholders.

• Cross-BU Coordination

  - Collaborate with Operations teams to ensure smooth delivery of complex, multi-BU services.

  
  

The ideal candidate meets the following requirements:

Hard Skills:

• Bachelor's degree in Information Technology, Engineering, or equivalent education.

• 5+ years in service management, delivery management, or customer success roles in IT, cloud, or managed services environments.

• Proven experience in managing high-value customer accounts and service contracts.

• Strong understanding of IT service management best practices.

• Proficiency with service performance monitoring.

• Knowledge of cloud infrastructure, networking, and cybersecurity fundamentals.

• Data analysis and reporting capabilities for service metrics.

Language Skills:

• Good command of Italian and English, both written and spoken is mandatory;

• Good command of French and/or Spanish is a plus.

Soft Skills:

• Excellent communication and presentation skills.
• Strong relationship management and negotiation skills.
• Analytical and problem-solving mindset.
• Ability to work cross-functionally.
• Strategic thinking with a customer-centric approach.

Why Join Us:

We believe people perform at their best when they can grow, collaborate and maintain a healthy work-life balance.
For this reason, we offer:

• Flexible working approach and smart working opportunities;
• Meal vouchers;
• Welfare programs;
• Health and accidentes insurance coverage;
• Dedicate budget for learning, growth and development;
• Compensation and benefit packages aligned with role, responsibilities and local policies.

If you enjoy challenges and actively contribute to company success, we are the right place for you!

Workplace: Vimercate (MB)

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