Customer Success Managers (CSM) are managed both by a local “Lead” CSM as well as the centralised Head of CSM (Paris) and are therefore fulfilling a dual reporting line. You will be internally designing and documenting customer workflows and product usage as well as custom processes and KPIs as well as managing client relationships (pre- and post- sales) in order to support growth and ensure optimal usage of all available products and features.
The MANGOPAY product is highly customizable and clients need clear guidance and support when in the decision making process to become a client as well as in later life-cycle stages. Our CSM team is designed to become the confidant that our clients can discuss product shortcomings and future requirements. This role is key in driving ROI and portfolio growth as well as general client satisfaction.
More specifically, your responsibilities will be:
Technical / Product
Analyse our prospects’ and clients’ business models and suggest optimised integration workflows
Be a technical advisor / consultant for the Sales teams and prospects in pre- and post sales
Collect client feedback and requirements to specify product roadmap projects
Close cooperation with Sales / Marketing to address new verticals and markets with suitable technical solutions and offers
Development and optimisation of processes to minimise integration times and optimise integration quality
Documentation
Build knowledge base for workflows, technical support, workshops and RFPs
Participate in communication campaigns to promote effective use of our products
Proficient German (ideally native) and English language skills (other European languages a plus)
Profound knowledge of generic IT related topics, in particular of JSON REST APIs, E-Commerce systems, Fintech experience a plus
You want to join a benchmark FinTech in a strong growth phase where you can make a real contribution to the development of the market
You have a minimum of 3 years of experience in Customer Success Management / or in Saas solutions and / or in a benchmark company in the financial services industry
You are autonomous, have an analytical mindset and are proactive
You have excellent interpersonal skills
Mobility desired - As our offices and clients are spread across Europe, regular business trips are part of the role (if the health situation permits)
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