Customer Advocate Lead

1 settimana fa


Milano, Lombardia, Italia Market Pay A tempo pieno
Customer Success Manager

Market Pay is a French fintech founded in 2016, designing and providing omnichannel and international payment solutions for retailers and e-tailers. We support the growth of our customers through our extensive range of solutions that reinvent the customer experience.

Key Responsibilities
  • Lead the post-sale engagement, retention, and growth of our customers
  • Support the expansion of our customers and support new revenue streams
  • Build and foster relationships with decision-makers in business, product, engineering, finance, IT, and other areas of the Customers organization
  • Formulate regularly the customer success plan with the customers, including KPIs, objectives, and more
  • Lead the customer governance: perform regular business reviews to align on business priorities, payments performance, optimization opportunities, product roadmap, customer satisfaction, and operational 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. Ensure that customers, technical support, and other technical parties are represented in the definition and evolution of services
  • Provide customer service. He is the customer's voice to internal departments (Solution, Operation) when his requests or services are not in line with the contract
  • Advocate 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

We are looking for a candidate with:

  • 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
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

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