What is Customer Success Management?
Wikipedia explains: "Customer success management, or CSM in short, refers to the consistent focus of a company on the success of its customers." At ADDITIVE, this means: you do everything you can to ensure that our international hotel customers' expectations of our online marketing services and software products are exceeded. Do you think customer success in 360 degrees? Welcome to the team.
Desired starting date is immediately or by arrangement.
No two days are the same. The daily interaction with different hotels in different countries gives you an exciting insight behind the scenes of the hotel industry and new challenges in hotel marketing.
Finding the right people for ADDITIVE is critical to the continued success of our business. We focus on customised solutions and look for talent that is not only professionally qualified, but also shares our corporate values.
Weekly team meetings bring fresh approaches and ingenious ideas to help us achieve our goals as a team and support all our customers successfully in the long term.
At ADDITIVE, the Customer Success Management team works proactively to ensure the success of our hotel customers. The aim is to develop comprehensive strategies for the greatest possible success of our customers and to solve problems before they arise.
As a Customer Success Manager, you will not only oversee innovative marketing campaigns. You anticipate trends and key developments in the marketplace and align them with customer needs.
You will identify areas for improvement, analyse and develop the next steps to make our online marketing products a success for our customers. You will also go the extra mile with cross-selling and up-selling processes - there is always a next level of customer success.
In addition to strong analytical skills, new team members for this role will have an unbeatable combination of entrepreneurial spirit and customer focus.
Ideally, you will have a highly communicative personality and be an effective conversationalist. You will also have the ability to inspire customers and partners and keep a clear head in the face of challenges.
As a Customer Success Manager, keeping up with the latest trends in online marketing and tourism marketing will be part of your day-to-day work.
This will also help you to recognise and understand the needs of our customers.
Excellent German and English language skills and a wide knowledge in the field of online marketing complete your profile.
We attach great importance to the optimal composition of our teams, which is why we dedicate ourselves intensively to the selection of new employees.
The following steps await you as part of our selection process:
An individually planned induction program offers you the best possible start in our company. In addition to the cultural introduction by our People & Culture team and the continuous support during the induction period from your supervisor and your motivated team colleagues, we will also provide you with two people specifically to support you. Your tutor will be responsible for your professional concerns, while your buddy will take care of your social integration during the first few weeks.
We hold regular employee appraisals, reach agreements on professional and personal development and plan appropriate training content based on a budget of 1,000 euros per employee.
And in the future? Our planned and structured company management guarantees long-term job security. For each position, there are short, medium and long-term career paths with milestones where your role can develop.
At ADDITIVE you have the opportunity to choose your workplace according to your personal preferences in Bolzano, Lana or Innsbruck, regardless of where you live.
In addition, there is the possibility of working in one of the offices in Barcelona, Berlin or Stockholm after a training period. The use of the centrally located ADDITIVE apartments is free of charge for you as well as for your partner or the whole family with children. You read that right: You can take your partner (and of course your kids) with you to these exciting cities for up to a month at a time. Thanks to our flexible working hours, there will certainly be time during the week to explore and experience the vibrant locations together.
This info is only helpful if you have your workplace in one of our Italian or Austrian offices. Our bright offices are spread over 100m² in Innsbruck, around 650m² in the Lana office and over 1000m² in the Bolzano office, which opened at the beginning of 2024. In both modern offices there are common rooms and lounges including kitchens, in Innsbruck a green communal balcony, in Bolzano additional power nap facilities, various retreats, checkroom lockers and even showers for all sporty bike commuters.
Work is carried out at ergonomic, electronically height-adjustable desks with adjustable chairs. All workstations are equipped with three separate monitors. Our modern cloud/IT infrastructure enables us to work remotely or from our international locations at any time.
By the way: our office addresses can also be used for private parcel deliveries if required.
ADDITIVE is committed to performance-related pay. Additional commitment is always worthwhile with us:
- On the one hand, we set quarterly departmental targets. Every employee receives attractive additional bonuses up to four times a year. But that's not all.
- There is also the opportunity to benefit from the cross-departmental annual bonus. This bonus is paid out when the company's defined sales targets are reached in recognition of the work performed together.
In addition, we offer social security such as work accident insurance, severance pay and pension provision. Furthermore, our employees receive financial support for extraordinary events as well as for extracurricular activities for their children or for attending daycare, kindergarten or childminders via the benefits catalog of the Bilateral Corporation.
These additional benefits only affect employees in South Tyrol and Tyrol.
At ADDITIVE, working time flexibility goes far beyond the usual flexitime. Our working time structure offers plenty of scope to achieve an optimum work-life balance. Our employees are free to organize their working hours as they wish (depending on their position, with minor restrictions for direct customer contact), so that they have enough time for leisure activities, relaxation, family or personal appointments. Spontaneous errands or unforeseen events can also be easily accommodated without having to request hours of leave. Because we believe that flexibility is not just a word, it has to be lived.
We also offer a wide range of individually tailored part-time models. Depending on the phase of life, we make it possible to combine different responsibilities such as family or studies with work. We also guarantee that every team member can return to full-time work if required. Thanks to the uncomplicated switch to teleworking, family members in need of care can be looked after from home if necessary without losing vacation days.
Every employee benefits from six weeks of paid vacation every year (Italy & Austria). Thanks to our modern working time models, the vacation days due can be used for recreation and leisure interests (and do not have to be used for everyday appointments such as hairdresser, doctor, etc.). Vacation can be freely allocated, with no vacation block and no company vacations lasting several weeks.
A large selection of hot and cold drinks as well as yogurt, fresh fruit, snacks (cookies, crackers, etc.) and brain food (nuts, dried fruit) are available at all times in our lounges.
For their lunch break, all employees are welcome to use our credit in the form of an app, which can be redeemed in numerous partner restaurants, bistros or canteens in the immediate vicinity of the offices in Bolzano, Lana and Innsbruck. The meal credit can also be redeemed at some delivery services. As already mentioned, the communal areas also offer you the opportunity to heat up or cook your own food. ADDITIVE leaves you spoilt for choice for your lunch break - so you can fortify yourself with delicious food for the afternoon.
We are revolutionizing our mobility by completely covering all journeys by public transport in South Tyrol and Tyrol. ADDITIVE reimburses all team members for all journeys made with the SüdtirolPass or the KlimaTicket Tirol. Regardless of whether it is a journey to work or a private trip during leisure time or at the weekend.
All offices in Bolzano, Lana and Innsbruck are connected to the public transport network and have either a train station or a bus stop in the immediate vicinity - in Bolzano even both.
We also have free parking spaces in the immediate vicinity or directly on site in Bolzano and Lana. Irrespective of this, we offer all employees the opportunity to perform part of their work remotely if required. This eliminates long journeys and commuting times.
With us, everyone decides for themselves when and how long they need a break. Drinks, snacks, fruit and brain food are always available free of charge in our lounges.
With the "SANI-FONDS" health fund, ADDITIVE offers additional health insurance for socio-sanitary services in Italy. This provides employees with free cover for specific services such as check-ups, outpatient treatment and laboratory services.
We also support the physical fitness of our team by paying a large part of the monthly subscription fee for fitness studios in Merano and Bolzano.
The ADDITIVE Partnerships are a particular advantage at ADDITIVE: All team members have the opportunity to stay in selected hotels at discounted rates in order to get to know our international hotel customers better. Employees and their families or accompanying persons receive generous discounts of 30% or even 50% on the room rate. This allows them to gain personal insights on site and at the same time the stay can serve as a relaxation phase.
We attach great importance to collegial and respectful cooperation in our company, regardless of position. Accordingly, we organize free employee events to strengthen interpersonal relationships and our sense of community. The absolute highlight is the ADDITIVE Mission Day: a joint, multi-day surprise trip that has taken us to Munich, Amsterdam and, most recently, Palermo. In the warmer months, we celebrate together with our families at the ADDITIVE summer party, and the Christmas party rounds off the year.
In between, there are departmental and team events or simply a spontaneous drink in our lounges. Running enthusiasts take part in an annual half marathon and train for it together.
Culture lovers get their money's worth thanks to annual subscriptions to different theaters in South Tyrol. The sports fans among us can experience team spirit live thanks to the season tickets for soccer (FC Südtirol) and ice hockey (HC Bozen Foxes), which are available to our team members.