Customer Success Manager
Janes, Italy
Job Description
Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.
Linking millions of assured data points, Janes data model creates a framework of interconnected open source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.
How you will contribute at Janes:
• You will be responsible for training the end user community on the content and data from Janes they have available
• Developing and maintaining an engaged user community by understanding workflows and requirements, handling requests, comments or concerns
• You will work with the Sales team to identify and seek to capture any new business opportunities
• You will undertake end user community surveys and socialise feedback within Janes, following up on actions where required to ensue training meets and enhances their expectations of Janes
• You will support the testing of new products and development of existing products
• Lead the development and implementation of user community engagement strategies, including case studies and scenario modelling for sharing best practice
• You will work with Marketing to develop user promotions and support client engagement initiatives
Requirements
The ideal skills and experience for this role are:
• Considerable experience in a data service provider and/or within the Aerospace and Defence and military sectors
• Proven track record in an independent working environment
• Excellent communication and presentation skills both virtually and in person
• Proven administrative skills including working remotely
• Experience of balancing hard line and soft line reporting
• Fluent Italian and English
• Former military employee, especially G/J2 (preferable)
• Citizenship of a European or NATO country
• IT experience/competency working with online toolsets