Purpose of the job

Alma originally started out by serving Small and Medium Businesses (<1M€ turnover) and today 80% of our merchants still come from this segment. It is a strategic segment for Alma (and the small clients of today are also the big clients of tomorrow), thus, we need to maximize the volumes to make it a key performance driver in the long run.

The CSS team (3 people today) has a strong mission to boost the business of a large pool of merchants while ensuring their satisfaction & loyalty. Thanks to prioritization criteria, the CSS will manage upsell opportunities by providing business support to some merchants and driving negotiations to make others stay.

On a daily basis, the CSS will jump on calls (& write emails), present business reviews, and highly collaborate with other teams (product, finance, risk & support) to constantly improve our solution and delight a long tail of merchants.

🎯 Main missions

• Deal with a pool of SMB merchants (Small & Medium-sized Businesses) with an ‘at-scale’ approach
• “Identify accounts to focus your attention on to maximise your impact:
  • Proactively contact at-risk merchants. Understand their needs and identify ways to address them to increase business performance and satisfaction.
  • Proactively contact merchants with upsell opportunities and analyze merchants’ performance by digging into data to provide meaningful business insights and opportunities
• Share merchants’ feedback within the organization to enable Alma to constantly better meet merchants’ needs
• Contribute to building and automating processes” to ensure clear expectations on 90% spent on the business/run part.

🤝 You will collaborate with many functions across the organization

Internal

Operations Team, Product Team, Sales Team, Risk Team, Marketing Team

External

Interactions with SMB merchants on a daily basis

• Proactive outreach (upsell opportunities, pricing changes, etc.)
• Renegotiations (risk of churn)
• Regular calls & emails to tackle any issue
• Business reviews

🚀 KPIs & Norms

among covered merchants

• Profitability
• TPV (total payment volume)
• Churn
• NPS

💡 Skills & knowledge

Hard skills – theoretical knowledge

• you have a commercial mindset: you are at ease picking up the phone to talk to new people
• you enjoy negotiations & challenges
• you are eager to constantly learn & improve our solution in collaboration with other teams
• Fluent in English

Know-how

• Commercial skills - at ease picking up the phone
• Ability to establish trust quickly in new relationships
• Negotiation skills - able to find win-win solutions and merchant retention
• Analytical skills, ability to dig into data to draw meaningful insights
• Impact-oriented
• Strong written and oral communication skills

Soft–behavioral skills

• Commercial & lively
• Autonomous, curious and proactive
• Doer mindset
• At ease in a very fast-paced environment
• Organised and structured
• Stress resistant

The recruitment process

• A visio call with one of our Talent Acquisition Managers
• A visio call with Blandine, Customer Success Specialist Team Lead
• A written case study
• A case debriefing with Blandine
• A visio call with Flore, Director of Customer Success

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