Customer Success Specialist

At Alma, we are convinced that trade must be well balanced to be sustainable. Because finance has a key role in business, our mission is to put it back in its rightful place : at the service of merchants and consumers !

That’s why we create financial products that empower merchants to sell more, and help consumers purchase better products while never encouraging them to get over-indebted.

Our tech solutions are accessible to all, easy to implement, and that eliminate purchase friction.

For merchants, our instalment and deferred payment solutions are excellent ways of increasing customers’ loyalty and satisfaction, as well as generating up to 20% extra sales revenues without any risk. and they generate an incomparable level of satisfaction with 64 Net Promoter Score.

For consumers, the purchase experience is enhanced (4.7/5 on Trustpilot) and Alma helps them handle their budget easily. They pay later, Alma pays the merchants right away.

We are the leader in France, on track to win the European market on the (very) powerful Buy Now Pay Later (BNPL) industry, as we’re now processing payments in 10 European countries. Over the past 5 years, more than 11 000 merchants have chosen Alma to be their innovative BNPL solution, and we have served over 2.7 million consumers.

The team has grown from 2 to 350+ people, we raised a €210M series C early 2022 to help us accelerate further and Alma is already part of the Next40 ranking of the most promising French technology companies. And that’s only the beginning.

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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