Customer Success Management

Ready to elevate the creativity of our brands and deliver an outstanding customer experience?

At Fedrigoni, we have a strong ambition to amaze the world – by transforming our industry, achieving new levels of innovation, elevating creativity, and building a sustainable future while growing rapidly. We want to reinvent the boundaries of what our industry can do.

We’re empowered to make that happen. Taking responsibility. Taking ownership. Taking risks. Yes, the journey can be challenging, yet we are supported and empowered to perform. We are trusted to be accountable and responsible for our decisions. Everyone gets to push their potential to the full.

At Fedrigoni you will discover extraordinary* every day.

About the job

The role designed for you:

In the role of Customer Success Team Leader for Spain, based in Girona and reporting hierarchically to the Head of Customer Success BU Self Adhesive, you will have the opportunity to lead the Customer Success Team for Spain, being accountable for its results. Leading and empowering the team to be successful in their roles.

• You will maintain a high level of team engagement and motivation.
• You will be responsible for the metrics and results of the customer success team.
• You will support the team members to develop their skills in order to achieve their metrics and career goals.
• You will foster a positive team culture and participate in team development including onboarding, career development and performance management.
• You will lead team meetings and conducting one to ones with team members.
• You will handle complaints, providing appropriate solutions within time limits and following up to ensure resolution.
• You will help customers to find fast resolutions for their technical problems.
• You will follow claim handling procedures, guidelines, and policies.
• You will establish trust and networking with Quality, Sales, Business, R&D teams to solve problems collaboratively.
• You will serve as an escalation point for internal and external customers to ensure issue resolution is completed in a timely manner.
• You will identify corrective-preventive and improvement actions.
• You will identify non-conformities.

The attitudes and skills we’re looking for:

• You hold a Bachelor or Master of Science in Engineering or similar
• You can demonstrate at least 5 years of experience in the industrial sector. Experience in the technical field. 
• You show technical skills, and experience with dealing the complains.
• You can demonstrate excellent problem-solving skills. 
• You have excellent communication skills with internal and external functions - verbal and written.
• You express accountability, engagement, and high motivation at work are essentials.
• You have experience in managing a diverse group and training each according to company standards.
• You own good organization skills and ability to work under pressure.
• You are able to build customer loyalty and foster a customer-centric team environment.
• You are proficient in Spanish and English. 

What you can expect from our selection process:

The selected profiles will meet the Customer Succes Team, HR and, possibly, the Sales Director. 

Based in: Sant Gregori (Girona), Spain

Ready to start your new exciting journey with us? Come Discover Extraordinary* Every Day. 

We are happy to make any reasonable adjustments to the recruitment process to accommodate your needs.

We are committed to ensuring that every person feels connected, that their uniqueness is valued and celebrated and that everyone feels that they belong. This is why providing our people with a flexible and welcoming work environment is one of our top priorities.

Learn more about life at Fedrigoni: https://fedrigoni.com/en/work-with-us/