Company Mission

Payhawk is the leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale.

The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir, Gtmhub, and Wagestream. With offices in New York, London, Berlin, Barcelona, Paris, Amsterdam and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Earlybird Digital East, and Eleven Ventures.

Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work.

The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to improve our environmental and social impact and become B Corp certified. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.

We’re changing the world of payments, and we’re looking for an exceptional team to help us.

About the Role

As a Customer Success specialist, you will be working closely with the Customer Success Manager. The successful candidate will be a highly organized professional who will assist our customers with technical problems when using our products and services. Customer Success Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with our help desk software.

Responsibilities

• Build strong client relationships, through regular communication
• Gather information on assigned clients to understand their needs and provide recommendations based on their use case.
• Analyse the customer base and work proactively with your pipeline of customers to improve the adoption of Payhawk’s suite of products.
• Contact clients to understand their requirements and work on a sales plan
• Ensure prompt and accurate answers to clients’ queries
• Report on the status of accounts
• Suggest company products/services that maximize client satisfaction
• Promote new products/services to existing customers
• You will work for hand in hand with different teams - especially with the sales, product, implementations and support teams - you will be their main contact person, so the feedback you can provide them will be super valuable.
• You will hold regular meetings through videocalls with all your clients to generate engagement and show them product updates that fit their use cases.
• Gather customer feedback regarding possible bugs, improvements and new functionalities, passing it along to the Product and Support teams.
• Become a product expect to be able to provide continuous usage recommendations to increase the provided value to customers.
• Expected to generate expansions pipeline and increase portfolio’s NRR.

Requirements

• Demonstrable experience, at least 2 years, as an account manager or customer success manager
• We’d love it if you had a commercial background or acumen
• You’re organised, energetic and clients love you
• You’re data savvy and are comfortable working with Excel/Data Tools
• This role will be varied and challenging, and will above all require a can-do, hands-on attitude and approach.
• Ability to prioritise and multitask with clients and colleagues
• You can adapt to new situations and a fast paced environment
• You have Native/Near native level of English + one of other languages as French or German or Spanish.
• You are used to work with product closely.
• Able to build and maintain business relationships, manage expectations and identify potential issues that require escalations.

Company Benefits

• 30 days holiday paid leave
• Competitive compensation package
• Exchange policy to another Payhawk office (London, Berlin, Barcelona, Sofia, Paris)
• Flexible working hours and opportunity to work from home
• Regular team-wide events
• Opportunity to use the Payhawk product