About the Role:
Florence combines creativity, international business, and a strong digital economy. At Dithar Digital Solutions Ltd, we bring that same balance to the way we support our customers.
We provide digital platforms and business technology services to clients across Italy and the United Kingdom. Our goal is not only to deliver reliable solutions but also to ensure that every customer receives clear guidance, responsive support, and measurable value.
We are looking for a Customer Success Specialist who can build strong relationships with clients and help them get the best possible results from our services. You will manage a portfolio of customer accounts, coordinate onboarding activities, resolve service concerns, and identify opportunities to improve customer satisfaction and retention.
This is a mid level position for someone who enjoys working with customers, solving problems, and collaborating with internal teams.
Why Work With Us?
The Environment:
Our Florence office provides a professional and collaborative workplace where customer service, teamwork, and continuous improvement are highly valued.
Meaningful Customer Relationships:
You will work directly with customers throughout their journey, from initial onboarding to ongoing service reviews and account development.
Cross Functional Collaboration:
You will work closely with sales, technical support, marketing, and project delivery teams to ensure customers receive a consistent and reliable experience.
Professional Growth:
You will receive ongoing training in customer success management, digital services, account development, and client communication.
Key Responsibilities:
Customer Onboarding:
Guide new customers through the onboarding process, explain available services, and ensure they understand how to use our platforms effectively.
Account Management:
Manage a portfolio of customer accounts and maintain regular communication through email, telephone calls, video meetings, and scheduled service reviews.
Customer Support Coordination:
Act as the main point of contact for customer questions and service concerns. Coordinate with technical and operational teams to ensure issues are resolved promptly.
Customer Retention:
Identify customers who may require additional support and develop practical action plans to improve satisfaction, engagement, and retention.
Product Adoption:
Help customers understand relevant product features and encourage the effective use of tools and services that support their business goals.
Performance Reporting:
Prepare customer activity reports, account summaries, service updates, and internal records using CRM and reporting systems.
Customer Feedback:
Collect and document customer feedback. Share recurring concerns, service requests, and improvement opportunities with the appropriate internal teams.
Renewal Support:
Assist with contract renewals, service upgrades, and account expansion opportunities in cooperation with the sales and commercial teams.
Stakeholder Communication:
Communicate professionally with customer representatives, internal managers, technical specialists, and project teams.
What We Are Looking For:
Experience:
At least 3 years of experience in customer success, account management, client services, software support, or a related customer facing position.
Customer Service Skills:
You can build professional relationships, understand customer needs, manage expectations, and handle difficult conversations calmly.
Communication:
You can explain services, processes, and technical information in a clear and practical way.
Organisation:
You are comfortable managing several customer accounts, meetings, follow up actions, and service requests at the same time.
Problem Solving:
You can assess customer concerns, identify the correct internal resources, and follow issues through to resolution.
Technology:
Experience using CRM platforms, Microsoft Office, Google Workspace, ticketing systems, or customer success software is preferred.
Language Skills:
Professional English is required because the role includes communication with United Kingdom clients. Italian language skills are required for local business operations.
Education:
A degree or professional qualification in business, communications, marketing, information technology, or a related field is preferred but not essential.
Mindset:
You are proactive, dependable, customer focused, and comfortable taking responsibility for the accounts assigned to you.
Job Types: Full-time, Permanent
Pay: €1,500.00 - €3,100.00 per month
Work Location: In person
