Customer Success Manager For Connected Services
3i Solutions Albania
/job-details/12347
**Company Description**
3i Solutions, established in Albania in 2014, provides professional ICT products and solutions using modern development environments, methodologies, and technologies. The company is powered by highly skilled professionals, consultants, engineers, developers, and executives who focus on delivering high-quality services on time. Through robust internal processes for resource, knowledge, and service management, 3i Solutions effectively mitigates common challenges in the ICT industry. The organization is a recognized and recommended supplier for software development, turnkey solutions, BI and data analytics, consultancy, support, and outsourcing services. Its proven reliability in both standard and critical project scenarios offers team members a stable, growth-oriented environment.
**Role Description**
The Customer Success Manager for Connected Services will be responsible for managing and nurturing customer relationships, ensuring that clients gain maximum value from 3i Solutions’ connected and ICT services. This role is based on-site in Tirana and involves collaborating closely with technical teams to support solution implementation, monitoring service performance, and resolving issues in a timely and professional manner. Day-to-day tasks include onboarding new customers, conducting regular check-ins, collecting and analyzing feedback, preparing service reports, and identifying opportunities for upselling or cross-selling relevant solutions. The Customer Success Manager will also contribute to continuous improvement by documenting best practices, proposing enhancements to service offerings, and supporting training or knowledge-sharing initiatives for both clients and internal stakeholders.
**Qualifications**
- Strong customer relationship management skills, including experience in client onboarding, account management, and ongoing customer support.
- Solid understanding of ICT and connected services, with the ability to translate technical concepts into clear, customer-focused explanations.
- Competence in data analysis and reporting, using metrics and customer feedback to track service performance and identify improvement opportunities.
- Excellent communication and presentation skills, with the ability to engage diverse stakeholders and manage expectations professionally.
- Proactive problem-solving and coordination abilities, especially in collaboration with technical, project management, and support teams.
- Prior experience in customer success, service delivery, or account management within the software, ICT, or technology services sector is highly beneficial.
- Bachelor’s degree in Business, Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Fluency in English and Albanian, with strong written and verbal communication in both languages.
- Ability to work on-site in Tirana, demonstrate adaptability in a dynamic environment, and maintain a customer-centric mindset.
3i Solutions, established in Albania in 2014, provides professional ICT products and solutions using modern development environments, methodologies, and technologies. The company is powered by highly skilled professionals, consultants, engineers, developers, and executives who focus on delivering high-quality services on time. Through robust internal processes for resource, knowledge, and service management, 3i Solutions effectively mitigates common challenges in the ICT industry. The organization is a recognized and recommended supplier for software development, turnkey solutions, BI and data analytics, consultancy, support, and outsourcing services. Its proven reliability in both standard and critical project scenarios offers team members a stable, growth-oriented environment.
**Role Description**
The Customer Success Manager for Connected Services will be responsible for managing and nurturing customer relationships, ensuring that clients gain maximum value from 3i Solutions’ connected and ICT services. This role is based on-site in Tirana and involves collaborating closely with technical teams to support solution implementation, monitoring service performance, and resolving issues in a timely and professional manner. Day-to-day tasks include onboarding new customers, conducting regular check-ins, collecting and analyzing feedback, preparing service reports, and identifying opportunities for upselling or cross-selling relevant solutions. The Customer Success Manager will also contribute to continuous improvement by documenting best practices, proposing enhancements to service offerings, and supporting training or knowledge-sharing initiatives for both clients and internal stakeholders.
**Qualifications**
- Strong customer relationship management skills, including experience in client onboarding, account management, and ongoing customer support.
- Solid understanding of ICT and connected services, with the ability to translate technical concepts into clear, customer-focused explanations.
- Competence in data analysis and reporting, using metrics and customer feedback to track service performance and identify improvement opportunities.
- Excellent communication and presentation skills, with the ability to engage diverse stakeholders and manage expectations professionally.
- Proactive problem-solving and coordination abilities, especially in collaboration with technical, project management, and support teams.
- Prior experience in customer success, service delivery, or account management within the software, ICT, or technology services sector is highly beneficial.
- Bachelor’s degree in Business, Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Fluency in English and Albanian, with strong written and verbal communication in both languages.
- Ability to work on-site in Tirana, demonstrate adaptability in a dynamic environment, and maintain a customer-centric mindset.
