Customer Success Manager
MARKET PAY - About us A French fintech founded in 2016, Market Pay designs and provides omnichannel and international payment solutions for retailers and e-tailers. Its aim? To support the growth of retailers thanks to its extensive range of solutions that reinvent the customer experience, whether for 100% nomadic, 100% digital or connected shop use.
With several international acquisitions, Market Pay already has more than 310 employees in France and abroad!
MISSIONS : Lead the post-sale, engagement, retention, and growth of our customers. Support expansion of our customers and new revenues. Build and foster relationships with decision makers in business, product, engineering, finance, IT of the Customers organization. Formulate regularly the customer success plan with the customers, including KPIs and objectives. Lead the customer governance: perform regular business reviews to align on business priorities, payments performance, optimization opportunities, product roadmap, customer satisfaction, and operation activities. Identify product expansion opportunities. Manage change orders from the demand item to the billing, including pricing and documentation of the change order. Monitor service problems and customer complaints. Develop problem management and service improvement plans. Provide customer service and be the customer's voice to internal departments (Solution, Operation) when requests or services are not in line with the contract. Advocate for the group when customer's requests are out of the boundaries of the contract. Be the main relay to the customer in case of critical incidents (outage) to let the technical team fix the incident. Be the main link in the escalation chain regarding customer experience. PROFILE REQUESTED Education and background 5 years' higher education, business school or subsidiary business/management faculty. 2 to 3 years' experience in customer account management with a commercial dimension. Fluent English and French, perfectly written and spoken. Ability to demonstrate empathy and active listening skills. Good skills in communication and ability to work as part of a team. Ability to build a relationship of trust with customers and find solutions, even in complex situations. Soft skills Agile - Familiar with Agile methods. Autonomy and versatility. Curiosity and proactivity. Rigour and organisation. Teamwork - Working closely with the Solution and Product teams. What we offer? Attractive remuneration: fixed salary + target-based variable and benefits. Up to 3 days' remote working per week (role based in Paris). €200 sustainable mobility package. €150 culture vouchers. Nursery places. €550 in CESU vouchers. Up to €400 reimbursed for travel. A super CSE (sports, cinema tickets, vacation vouchers, Christmas shopping vouchers. . . ). The chance to take part in sports and charity events. Regular company evenings to relax with colleagues and get to know each other.
#J-18808-Ljbffr
Diventa il primo a rispondere a un'offerta di lavoro!
-
Perché cercare un lavoro con PostiVacanti.it?
Ogni giorno nuove offerte di lavoro È possibile scegliere tra un'ampia gamma di lavori: il nostro obiettivo è quello di offrire la più ampia selezione possibile Ricevi nuove offerte via e-mail Essere i primi a rispondere alle nuove offerte di lavoro Tutte le offerte di lavoro in un unico posto (da datori di lavoro, agenzie e altri portali) Tutti i servizi per le persone in cerca di lavoro sono gratuiti Vi aiuteremo a trovare un nuovo lavoro