French #Fintech Lemonway is a European accredited Payment Institution for the new economy and operates over 29+ countries.

Lemonway processes payments for marketplaces and crowdfunding platforms, by providing duly compliant payment services: KYC, crediting, fraud detection. We also secure funds and payments through a high-standard and high-performing product fully adaptable to our customer needs.

Join a hyper-growing and exciting company that brings one of the most powerful payment factory into a booming market:

• 100+ motivated and talented employees
• Shape the future of payments and work in the heart of the new digital economy
• Be part of a supportive, knowledge-sharing team that empowers every single talent to reach their full potential
• Work in a Tech and dynamic environment
• Office in Paris downtown with a nice working environment

As a key member of our Customer Success team, you will be an expert and client advocate who will help make our clients successful in ensuring their requests are taken care of properly within the applicable SLA.

Reporting to the Head of Customer Care you will be responsible for :

• Analyzing, understanding, and answering client requests/questions received by phone or through Lemon Way Support system (Zendesk)
• Coordinating complex client requests/questions with the concerned service(s), while making sure that these are answered/solved in the best way possible
• Coordinating support-related exchanges with Lemon Way banks and service providers whenever necessary and ensuring follow up actions are in place
• Promoting and participating in the ongoing improvement of the Lemon Way Support Center (https://support.lemonway.com/hc/en-us)
• Actively participating in the definition, implementation, and optimization of Lemon Way Client Success processes and operating models
• Identify opportunities of cross selling and upselling
• Sharing product bugs & improvement ideas to the Product, Marketing, and IT teams
• Ultimately, being a client advocate within the organization and making everything possible to ensure a strong and steady client satisfaction

This is a fantastic opportunity for the right person to thrive and quickly progress within an exciting young company at the forefront of online innovation: the ideal candidate for this role will be client-oriented with good communication and analytical skills.

Technical Skills

• Verbal and written communication skills in both English and French (another European language - Spanish or German preferably - is a plus)
• Ability to set priorities & meet deadlines
• Capacity/willingness to build and grow customer relationships
• Setting and managing client expectations and negotiating appropriate resolutions to issues

Soft skills

• Passion, energy and enthusiasm for the FinTech environment

Experience

Bachelor’s/Master’s degree in Sales/International Sales or Marketing
Relevant work experience as a Customer Success Manager or Account Manager, ideally in a tech’ environment or Payment Solutions
You have at least 3 years of experience as Customer Success Manager or Account Manager

Please be aware that this role requires to work one Saturday per month in a rotation basis with the rest of the team
WHAT’S IN FOR YOU

• Contract type - CDI (Full Time - Permanent Employment Contract) 💼
• Location - super cool office based in central Paris (Sentier) 🗼
• Flexible working and remote policy up to 3 days a week 🏠
• Enjoy your food allowance with a Swile card 💳
• 50% reimbursement of your Navigo pass 🚅
• Mutuelle Alan 👩‍⚕️
• 25 days of holidays 🌴
• Annual Holidays Bonus ✈️
• International environment 🌍