Respond to partner queries across SFPC tickets, chat, video, phone, in a timely and professional manner.
Take ownership of issues, escalating urgent cases to PDMs or relevant teams when needed.
Build and maintain strong relationships with partners through regular communication and support.
Manage a small portfolio of lower-tier partner accounts, ensuring engagement, satisfaction, and growth.
Identify and act on upsell and cross-sell opportunities aligned with partner needs.
Monitor account usage and performance to spot opportunities and address risks early.
Deliver training sessions and product overviews (WMP, SFPC) to support adoption and effective use.
Gather and share partner feedback to help improve products and services.
Support partner with administrative, logistical, and commercial assistance.
Keep partners informed about new products, updates, and promotions.
Work closely with PDMs and internal teams to align on account strategy and opportunities.
Contribute to team knowledge sharing and continuous improvement.
Maintain a professional, positive, and solution-focused approach at all times.

At least 3 years of previous experience with sales/customer support-related roles
Excellent proficiency in Italian and good proficiency in English, both written and spoken
You possess excellent communication skills, both verbal and written, with the versatility to communicate at all levels
Strong presentation and negotiation skills for effective communication and collaboration
You are a team player with a "can-do" attitude and the ability to work with others to provide excellent customer service and experience
Commitment and self–motivation to work within deadlines with minimum supervision
Proven experience with CRM software, such as Salesforce
The ability to respond appropriately under pressure
A positive attitude and the ability to build relationships with clients.

Work with a Supportive, High-Performing Team – We believe in trust, autonomy, and working with bright, passionate individuals who drive real impact.
A Truly International Workplace – Our diverse and inclusive team ensures you’ll always feel connected and supported, no matter where you are.
Shape the Future of Global Communication – Be part of a team transforming how businesses operate in an era of remote work and AI-powered collaboration.
Join a Profitable & Stable Company – We’re not a startup experiment, we’re a two decade old success story with sustained profitability, meaning we can back your boldest ideas.
Generous Time Off – Take the breaks you need to relax, recharge, and come back inspired.
Top-Tier Tech – Love Mac? So do we! We equip our team with the best tools for success.
Career Growth & Development – We cover certifications and IT conferences to keep you at the top of your game.

Customer Success Specialist

Key skills