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, support new revenus

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. 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 request 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
• 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
• €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.

Lugar de trabajo