As part of our Operations Team, you’ll be reporting directly to the Head of Operations and together be on mission to help banks monetize their transaction data, through a new typology of Reward Program experience capabilities made possible by our technology for banks and Open Banking related companies.

As a Customer Success Manager (CSM) your mission will be to make a customer successful using PayLead’s technology by :

• Measuring and improving the relationship,
• Making sure our customers (mainly banks) are at the edge of our technology, quickly adopting technical innovation using the very last API version, but are also sticking to UX best practices ensuring highly efficient user experiences.
• Taking on a consultative selling role and searching for opportunities to add value for clients by helping them to increase profitability, customer engagement and Reward Program performances.

To fulfill your mission, you will :

• Manage PayLead Go-To-Market per Reward Program.
• Participate in client meetings before Program launch, where understanding customer expectations regarding PayLead’s objectives : Design and monitor key success measures and KPIs to follow, ensure the success of a Program and its profitability for customers, setup program success dashboard using dedicated tools for sharing data & analytics with customers.
• Organize frequent steering committees with customers to share Program performances.
• Continuously assess final user experiences offered by Program Manager partnering with PayLead, making sure your customer is sticking to UX best practices, identifying improvement areas, trying to make your customer better at its game, ensuring highly efficient final experience for users.
• Engage your customer on our innovation roadmap, ensuring a quick adoption of our technical evolution, new features, and the use of PayLead very last API version.
• Make the most of every single campaign / communication opportunity to drive business.
• Help Sales & OPS Team to identify upsell / cross-sell opportunities

ROLE & RESPONSIBILITIES

The role involves to work hand in hand with the Sales Team, some face to face meeting with customers, presenting Program performances, ensuring the success of our Roadmap deployment strategy.

It involves analytical skills, attention to details, excellent relationship skills and taste for big organization account management and networking. Verbal and written communication must be outstanding. Your work will be measured based on client’s satisfaction & program profitability.

We expect you to bring your experience, your knowledge, your curiosity to keep learning, your Passion for Excellence and Hard work and above all your Team play mindset.

SKILLS & EXPERIENCE

• At least 3 years experience related to customer relationship in a SaaS / Tech or consulting company
• Excited about account management & customer support : Master in building strong relationship with customer with an appetite for networking
• Client centric, always looking to go for the extra mile, having client’s interest 1st in mind
• Data driven, minimum understanding of statistics with an appetite for measuring, understanding and improving UX
• Business oriented, minimum understanding of P&L concept and profit drivers
• Geek savvy, familiar with automation and with smart prioritization reflexes
• Outstanding verbal and written communication
• Fluent in French and English
• Technical background is a plus (API solutions)

ATTITUDE

• Highly reliable and rigorous
• We like positive mindset and need to be able to laugh at work everyday
• We need energy, humility and passion at the same time
• We value reliability, execution and hard work