Customer Success Apprenticeship

Résumé du poste
Alternance
Paris
Salaire : Non spécifié
Télétravail non autorisé
Compétences & expertises
Contenu généré
Empathie
Collaboration et travail d'équipe
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Swan
Swan

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Le poste

Descriptif du poste

Swan is looking for a Customer Success Apprentice to join its Operations team.

Operations are a key pillar to Swan’s success. Their mission is to provide a flawless end-to-end customer experience. This team includes our Customer Success Managers, Technical Account Managers, as well as our KYC and Support teams. These folks are all about customer obsession and making sure Swan offers the smoothest, most elegant BaaS experience out there!

As a Customer Success Apprentice, you will support the CSM team in managing a portfolio of partners throughout their life with Swan. You will become an expert on Swan’s product and help to ensure that the relationship between Swan and its clients is a success from an operational point of view.

Your mission

Customer relationship management/Customer Voice

  • Support a CSM in managing their portfolio of partners across Europe. Help them to nurture relations with our partners (customers), advise them on how to optimize product usage, provide solutions to different use cases, and escalate feedback to our Product team.
  • Help answer partner’s questions about the product, processes, and operational issues.
  • Understand our customer’s needs, monitor key metrics on accounts, and contribute to action plans to improve customer satisfaction.
  • Maintain great relationships with existing and new partners.

Training

  • Contribute to the Swan Academy project in collaboration with different teams (Technical Writer, Product team) to improve the existing training program that the CSM team delivers to partners
  • Attend training sessions for our partner’s Ops teams

Portfolio management

  • Assist the CSM team with the day-to-day partner management strategy as an additional point of contact for the partner's Ops (Support, CSM, Onboarding) and Product teams
  • Participate in live partner pipeline reviews with the partner-facing team (SSAM, CSM, TAM)
  • Analyze key metrics across Support & KYC to take proactive actions to improve operations with partners (Continuous training, new processes…)
  • Attend Ops reviews that the CSM team leads with their partners on a quarterly basis.
  • Collaborate with different teams across the organization to ensure we are meeting our partners’ needs.

Profil recherché

You’re a great match if:

  • You are looking for a 1 or 2-year apprenticeship in a fast-paced work environment.
  • You’re a current or recently graduated student from a master's program focused on Customer Success Management, Client Relations, or Account Management.
  • Ability to understand technical concepts, especially APIs.
  • Passion for startups, new technology businesses, and Fintechs.
  • Strong interpersonal skills, excellent team player, and fun to work with.
  • Excellent working abilities in English. French are a plus.
  • Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.

It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying! 🙌 


Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief.

When it comes to recruitment, we’re interested in your work experience, skills, and overall personality. Because diversity makes the workplace stronger and is necessary for Swan’s success, we are intensifying efforts to incorporate concrete actions to help us improve in this area.

About Swan

Perks of being a Swanee:

  • Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib.
  • We respect your lunch break. Mid-day free-time is sacred and our French office even provides a Swile card to cover your meal on work days. 🥪
  • Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax.
  • This isn’t a perk, it should be the rule, but diversity and inclusion are important at Swan. We’re working hard to get better every day.

Our values:

Swan’s core values guide our actions daily. Individually, they may seem obvious, but together, they form a unique culture.

Simplicity: Leonardo Da Vinci said: “simplicity is the ultimate sophistication.” If something's convoluted or confusing, we work extra hard to break it down. - Making complex things simple is what we do.

Long Term: We always play the long game, whether it's to support our partners in their growth journey, or make tangible commitments to climate action.

Excellence: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners' expectations— whatever it takes.

Be Human: We believe in the power of kindness and the importance of acting with integrity. But embracing our humanity extends beyond interpersonal interactions, it means caring about greater issues that affect our planet.

You can find out more about our culture.


Déroulement des entretiens

  • A 30-min video call with Isabella, our Talent Acquisition Specialist, to get to know you, understand your career expectations and answer your questions.
  • Take-home case study and an interview with Lydia, your CSM Supervisor.
  • Meet the CSM Team: Edna (CSM) and Tom (Head of Partner Ops)

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