About 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 maximise the volumes to make it a key performance driver in the long run.

The Customer Success team has a key mission to drive the growth and ensure the retention of a pool of SMB merchants. Thanks to prioritisation criteria, our CSM team will contact specific merchants to close upsell opportunities or manage negotiations to avoid churn.

About the mission

As a Customer Success Specialist, your missions will be to:

• Deal with a pool of SMB (Small & Medium-sized Businesses) merchants
• Contact merchants with upsell opportunities and analyse their performance by digging into data to provide meaningful business insights and opportunities
• Share merchants’ feedback within the organisation to enable Alma to constantly better meet merchants’ needs
• Negotiation: contact at-risk merchants. Understand their needs and identify ways to address them to increase business performance and satisfaction
• Contribute to building and automating processes to ensure clear expectations on 90% spent on the business/run part

Discover more about the Customer Success team and the Customer Success Specialist position here with Blandine - our Customer Success Specialist Team Leader.

About you

Your experience

• Sales mindset: you are at ease at picking up the phone to talk to new people
• You enjoy negotiations & taking up new challenges
• You have analytical skills/mindset and ability to dig into data to draw meaningful insights
• You are eager to constantly learn & improve our solution in collaboration with other internal teams
• You are fluent in French and have a very good level of English proficiency

Your skills

• Sales & lively
• Autonomous, curious and proactive
• Client satisfaction and impact-oriented
• Doer mindset, at ease with getting the hands dirty
• At ease in a very fast-paced environment
• Well organised and structured

Recruitment Process

• First interview with Talent Acquisition Specialist (30 mins)
• Interview with Customer Success Specialist Team Leader (45 mins)
• Business case (45 mins)
• Interview with Director of Customer Success (30 mins)
• Offer