Markas, a leading family-owned service company operating across three countries with over 13,000 employees and 1,000+ clients, seeks a master’s student to optimize and standardize its Customer Success function. The company delivers integrated facility services including cleaning, housekeeping, food services, facility management, and logistics across hospitals, nursing homes, hotels, schools, and corporate offices throughout Italy, Germany, and Austria.

This thesis project focuses on analyzing and enhancing the current Customer Success workflow, which manages client satisfaction surveys and relationship management. The student will conduct a comprehensive as-is process analysis, identify pain points, and develop standardized methodologies, including statistically robust satisfaction indicators differentiated by client segment. Key deliverables include validated KPIs, improved reporting frameworks, automation of repetitive processes, and development of a comprehensive “contract health” indicator suitable for both internal monitoring and external communication.

The project offers exposure to customer relationship management in a multi-service B2B environment, working closely with the Customer Success Specialist and cross-functional teams, including operations, commercial, marketing, and communication departments. Based primarily at Markas’ offices in Bolzano (with potential visits to client sites across Italy’s 17 operating regions), this 600-hour engagement provides hands-on experience in process optimization, statistical analysis, and strategic customer management within a values-driven organization emphasizing reliability, commitment, and integrity.

Excellent Italian language proficiency is required for effective collaboration with all project stakeholders.