Customer Success Manager, Milan Milano

Customer Success Manager, Milan
Milano
Lombardia, Milano

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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 support 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, objectives.

Lead the customer governance: perform regular business reviews to align on business priorities, payments performance, optimization opportunities, product roadmap, customer satisfaction, operation activities.

Identify product expansion opportunities.

Manage change orders from the demand item to the billing, including but not limited to pricing and documentation of the change order.

Monitor service problems and customer complaints.

Develop problem management and service improvement plans.

Ensure that customers, technical support and other technical parties are represented in the definition and evolution of services.

Provide customer service.

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 the 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 in English and French, perfectly written and spoken.

Ability to demonstrate empathy and active listening skills.

Good communication skills 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.

Agile - Familiar with Agile methods.

Autonomy and versatility.

Curiosity and proactivity.

Rigour and organisation.

Teamwork - Working closely with the Solution and Product teams.

Curious.

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.

Nursery places.

Up to €400 reimbursed for travel.

The chance to take part in sports and charity events.

Regular company evenings to relax with colleagues and get to know each other.

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