Director - Professional Services Southern Europe at Agicap
Milan 🇮🇹
Customer Success – Onboarding /
Permanent - Full-time /
On-site
Created in Lyon in 2016 by three French entrepreneurs, Agicap is one of the fastest scale-ups in Europe, with over 8000 customers, 550 employees and fast revenue growth (7x between 2021 and 2024). Agicap is part of the FT120, rewarding the most promising startups in France.
Agicap allows CEOs and Finance teams of SMBs and Mid-Market companies to efficiently manage and forecast their cash flow, pay their suppliers and get paid.
Cash is King, and Agicap fundamentally reshapes the way companies manage one of their greatest pain points.
Our ambition is to become the global financial management solution for SMEs and Mid-Market companies worldwide.
We have raised €145M since our creation, with prestigious VC funds including AVP, Greenoaks, Partech and BlackFin, with a last round in November 2024.
These additional resources further fuel our product innovation, allowing us to grow significantly the team by welcoming new talents and accelerating our international expansion across Europe. We are now over 500 people.
We believe our success comes from our highly passionate and dedicated teams, committed to building a company where people can grow and build their careers. We are constantly looking for great talents, aiming for excellence and ready to join our ambitious adventure!
About the role
As Director of Professional Services for Italy & Spain, you'll lead the onboarding and activation teams at the heart of Agicap’s customer journey.
Your mission: ensure every client - from fast-
scaling SMBs to complex Key Accounts - gets a fast, smooth, and impactful start with Agicap. You’ll manage a team of ~30 professionals across three core functions, and work closely with Sales, Product and Account Management to drive activation, satisfaction, and long-term value.
Team Management :
- Recruit, train, and develop a high-performing team focused on user integration and training
- Set clear performance goals and conduct regular performance reviews to ensure team members are meeting objectives
- Foster a collaborative and positive team culture that encourages innovation and continuous improvement
Client Relationship Management :
- Build and maintain strong relationships with key clients to understand their needs and ensure their success with the software
- Act as a point of contact for escalated integration and training issues, providing timely resolutions and support
- Conduct post-implementation reviews to assess client satisfaction and identify opportunities for further engagement
- Contribute to local awareness events to boost Agicap’s brand (webinars, physical events, etc.)
Processes and frameworks :
- Implement effective data integration strategies (on banking and 3rd party tool data) by leveraging our SSC in Lisbon to ensure a smooth transition to our software
- Contribute to training programs (led by CS Enablement team) tailored to client needs to maximize tool adoption
- Ensure usage of standardized scripts, processes, tools and routines to increase the team’s performance and productivity
Cross-Department Collaboration :
- Collaborate with the product team to provide user feedback and insights that can inform product development and enhancements
- Work with the sales team to understand client expectations and ensure a seamless transition from sales to implementation
- Partner with the support team to address any user issues promptly and improve overall customer satisfaction
- Ensure good handover to the Account Management team to maximize the chances of renewal and expansion (upsell/cross-sell)
Performance management :
- Manage and improve key metrics for the department focused on :
- Activation: Time to onboard, customers activation post onboarding, Product usage
- Customer satisfaction: NPS
- Revenue metrics: GRR, Upsell/cross selling identification
What are we looking for :
- Italian Native / Fluent in English
- Milan based or willing to relocate
- Hybrid: min 4 days/ week at the office
- >7 years of overall professional experience
- >3-4 years of experience in Professional Services / Customer Success (CS) / Implementation projects in B2B software or IT/Digital consulting
- Minimum of Management experience of >8-10 people, preferred above 20 people with two lines of reporting
- Experience in Mid-market treasury software or complex financial software (e.g., ERP) is considered a plus
Thank you!
