Overview Experteer Overview As a Customer Experience Manager in the CEM team, you will lead the operations of your assigned regional accounts, guiding them from implementation through post go-live. You ensure excellent support, drive adoption, and enable upsell opportunities while coordinating with product, engineering, and other departments. You'll provide data-driven transparency on operational health and continuously seek process improvements. This role sits at the heart of customer success and cross-functional delivery in a fast-growing travel tech company. Benefits Lead rollout and ongoing operations for assigned Mid-Market accounts Support delivery management during implementation and independent management for smaller local accounts Plan projects, coordinate internal stakeholders, and manage escalations Drive platform adoption and deliver trainings (booking and payment portals) Educate customers on HRS product solutions (e.g., Rebooking, Recommendation Engine)



Ensure customer satisfaction to support renewal and upsell opportunities Serve as main contact for customers and TMCs for support requests Provide regular, data-driven transparency on operational health and SLAs Identify and execute action plans to address deviations from service levels Collaborate with Product, Procurement, Hotel Solutions to solve complex issues Improve processes through automation and standardization initiatives Support special projects to professionalize customer support workflows Responsibilities Degree in Tourism, Business Administration or related commercial education Professional experience in customer-facing roles in hospitality or TMC Autonomous working style Strong presentation and communication skills Data literacy and structured working approach High self-motivation and results orientation Ability to work under time pressure and prioritize Fluency in Italian and English (spoken and written) Proven ability to identify and convert upsell/cross-sell opportunities Commercial mi

📌 Customer experience manager (Italia)
🏢 Experteer Italy
📍 Italia