Customer Success Manager - Connected Services

About the role

3i Solutions, an ICT provider founded in Albania in 2014, is looking for a Customer Success Manager for its Connected Services. The role manages and nurtures customer relationships so clients get maximum value from connected and ICT services. It is based on-site in Tirana and works closely with technical teams to support solution implementation, monitor service performance and resolve issues promptly.

Key responsibilities

• Onboard new customers and carry out regular check-ins
• Collect and analyse customer feedback and prepare service reports
• Identify opportunities for upselling or cross-selling relevant solutions
• Document best practices and propose improvements to service offerings
• Support training and knowledge-sharing for clients and internal stakeholders

Required profile

• Bachelor's degree in Business, Information Technology, Computer Science or a related field, or equivalent practical experience
• Prior experience in customer success, service delivery or account management in software, ICT or technology services is highly beneficial
• Fluency in English and Albanian, with strong written and verbal communication in both
• Ability to work on-site in Tirana and adapt to a dynamic environment

Required skills

• Strong customer relationship management, including client onboarding, account management and ongoing support
• Solid understanding of ICT and connected services, able to explain technical concepts clearly
• Data analysis and reporting, using metrics and feedback to track performance
• Excellent communication and presentation skills
• Proactive problem-solving and coordination with technical, project management and support teams