Account Manager Italy

About the role

GoStudent is actively seeking an Account Manager to join our team and specifically contribute to the growth and stability of our Italian operations. In this capacity, you will be responsible for the oversight and management of key client accounts within the education sector. The primary focus of this role is to ensure that all client relationships are nurtured and maintained to a high standard of excellence. You will act as a strategic partner, working closely with both internal departments and external stakeholders to align goals and drive mutual success. A core part of this position involves translating the global vision of GoStudent into specific actions that resonate with the local Italian market. Success in this role will be measured by your ability to retain clients, identify new opportunities, and uphold the premium service levels expected from our platform. You will be instrumental in bridging the gap between our technological tutoring solutions and the specific needs of our clients in Italy. This position requires a proactive mindset and a dedication to fostering long-term partnerships rather than short-term transactions.

Key facts

What you'll do

• Conduct in-depth reviews of client portfolios to identify trends, risks, and opportunities for expansion within the Italian education landscape.
• Serve as the central communication hub for all matters concerning assigned accounts, ensuring families and students in Italy receive consistent and accurate information.
• Analyze account performance metrics and usage data to pinpoint areas where service quality can be enhanced for specific client segments.
• Develop and execute targeted account plans designed to increase client retention, satisfaction, and overall lifetime value for GoStudent in the local market.
• Facilitate cross-functional collaboration with product, technical, and support teams to ensure feedback from Italian clients is integrated into platform improvements.
• Proactively monitor the health of each account through regular check-ins and performance reviews, addressing potential issues before they escalate.
• Coordinate logistics and scheduling related to tutoring sessions, ensuring that the operational experience for clients in Italy runs smoothly and efficiently.
• Prepare detailed reports on client engagement, satisfaction scores, and key performance indicators for management review and strategic planning.
• Act as the primary escalation point for complex issues, guiding clients through resolutions while maintaining a positive relationship with GoStudent.
• Build and maintain a thorough understanding of the competitive landscape in Italy to position GoStudent as the leading choice for online tutoring services.
• Implement feedback loops with clients to gather qualitative insights that drive better service delivery and product adaptation for the region.
• Support marketing and sales initiatives by providing case studies and testimonials that highlight successful client outcomes in the Italian market.
• Ensure all client interactions adhere to GoStudent's brand standards, safeguarding the reputation and trust associated with the platform.
• Maintain accurate and up-to-date records within internal systems to ensure data integrity and support future business analysis for the region.

Requirements

• You must possess professional working proficiency in both Italian and English, as all client communications and internal documentation will be conducted in these languages.
• You are required to have prior experience in account management, customer success, or other customer-facing professional roles that involve managing key stakeholders.
• You must be able to work from the GoStudent office located in Milan, as this role requires a physical presence within the company's operational hub.
• You are expected to demonstrate strong communication skills, including the ability to articulate complex ideas clearly and concisely to diverse audiences.
• You must exhibit exceptional organizational skills, with the ability to manage multiple priorities, deadlines, and client needs simultaneously without compromising quality.
• You are required to have a proven track record of building and maintaining strong, trust-based relationships with clients over extended periods.
• You must be comfortable using technology and CRM platforms to manage client interactions, track progress, and analyze performance data effectively.
• You are expected to adhere to GoStudent's code of conduct and company policies, ensuring a professional and ethical approach to all client interactions.

Nice to have

• Familiarity with the Italian education system and the specific needs of students and families within the country.
• Previous experience working in the online tutoring or edtech industry, with a focus on customer retention and engagement strategies.
• Knowledge of customer relationship management software and how to leverage data to drive account strategy.
• Experience collaborating with cross-functional teams in a fast-paced, growth-oriented environment.

Practical notes

Work location is fixed at the office in Milan, requiring consistent in-person attendance. This role operates on a full-time schedule, aligned with standard business hours to support clients during their active usage periods. No specific visa requirements or travel obligations are detailed in the current description, but the successful candidate must be legally able to work in Italy. The engagement is ongoing, with performance evaluated based on the achievement of client retention and satisfaction targets.