Job brief

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Identify sales and cross-sales opportunities and managed sales process for such opportunities.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
• Become the Client advocate within Paynovate
• Prevent Client churn where possible within remit.
• Participate to develop and maintain Client-success strategies and best practices, as well as customer-support content, with help from the creative team.
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain existing customer-success metrics and data as directed.

Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Carry out QBR’s, quarterly business reviews.
• Develop and maintain Client Success Growth plans.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings
• Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies and testimonials

Qualifications and skills

• A least three years of experience in account management or customer success
• Strong skills in verbal and written communications, strategic planning, and project management
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Good knowledge in card issuing, acquiring, banking
• Bachelor’s degree or equivalent work experience in a similar role
• French-speaking and fluent in English (written and spoken)
• Knowledge of Salesforce/Hubspot and project management tools

What we Offer

● Young, dynamic work environment;

● A position of responsibility within a structure that values initiative and involvement;

● An attractive salary package (private insurance, meal vouchers, working from home allowance, etc);

● A friendly working atmosphere that respects the work-life balance.

● Homeworking (you´ll have to work at least 2 days per week in the office)

We offer a dynamic environment where talent and ambition can fully develop. We have an open and informal organizational culture, where individuals need strong motivation and the ability to work independently. The job opportunity includes a competitive salary, comprehensive benefits with homeworking, and the ability to be part of an ambitious fintech in a growing sector.