Customer Success Manager
3 settimane fa
About Market Pay
Market Pay is a French fintech company founded in 2016. We design and provide omnichannel and international payment solutions for retailers and e-tailers. Our mission is to support the growth of retailers through our extensive range of solutions that reinvent the customer experience.
We have a strong presence in France and abroad, with over 310 employees. Our team is passionate about delivering exceptional customer experiences.
Key Responsibilities
- Lead the post-sale engagement, retention, and growth of our customers.
- Support the expansion of our customers and identify new revenue streams.
- Build and foster relationships with decision-makers in business, product, engineering, finance, IT, and other departments within our customers' organizations.
- Formulate regular customer success plans with our customers, including KPIs and objectives.
- Lead customer governance, performing regular business reviews to align on business priorities, payments performance, optimization opportunities, product roadmaps, customer satisfaction, and operational activities.
- Identify product expansion opportunities and manage change orders from demand to billing.
- Monitor service problems and customer complaints, developing problem management and service improvement plans.
- Provide customer service, advocating for our customers' needs within internal departments.
- Be the main relay to customers in case of critical incidents, allowing our technical teams to resolve issues.
- Escalate customer experience issues to ensure timely resolution.
Requirements
- 5 years' higher education, business school, or subsidiary business/management faculty.
- 2-3 years' experience in customer account management with a commercial dimension.
- Fluent English and French, with perfect written and spoken skills.
- Ability to demonstrate empathy and active listening skills.
- Good communication and teamwork skills.
- Ability to build trust with customers and find solutions in complex situations.
What We Offer
- Attractive remuneration, including a fixed salary, target-based variable pay, 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 comprehensive CSE package (sports, cinema tickets, vacation vouchers, Christmas shopping vouchers, etc.).
- The chance to participate in sports and charity events.
- Regular company evenings to relax with colleagues and get to know each other.
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