Job description

Swan is seeking an Account Management apprentice to join our team. You will help grow our business by ensuring customer satisfaction, growth, and success.

Supporting the account management team, you’ll resolve customer requests (NB: we call them ‘partners’ at Swan), nurture relationships, understand their priorities, and help them launch new features.

We’re looking for a dedicated and empathetic person who is passionate about building partnerships and driving value. The ideal candidate is an exceptional communicator who is keen to focus on maximizing retention, monitoring customer health scores, and preventing churn. Focusing on our startup customers, you’ll orchestrate the post-sale customer journey, working closely with our support and compliance teams to ensure a seamless experience that helps our partners achieve their business goals with Swan.

While we’re expanding across Europe with local presence in multiple countries, this position will be based in Paris.

✨ Your mission
Your primary mission is to ensure the success of our partners with Swan by:

• Accelerating time-to-revenue during the onboarding phase

• Ensuring a high level of satisfaction and avoiding churn

• Managing business discussions around features opportunities

✨ Main tasks

• Be an escalation point contact for our support team about partner management and develop topics

• Maintain excellent partner relationships through the ticketing system and ad-hoc meetings

• Monitor and manage partner satisfaction through Health Score, CSAT, and other metrics

• Support the launch of features on existing projects with partners

• Improve our knowledge base, request handling processes, FAQs, and guides

• Work cross-functionally across the organization to shape Swan’s solutions to meet partner needs

✨ Your team
Within our Account Management team, you will be part of our Operations department and work closely with Integration Specialists, Compliance, Account Executives and Support to ensure the success and growth of our partners.

✨ You’re a great match if:

• You are looking for a 1-year or 2-year apprenticeship to thrive in a dynamic and fast-paced environment.

• You already have initial experience in customer support or account management, ideally in a start-up/scale-up or another fast-paced work environment.

• You are rigorous and attentive to detail.

• You are passionate about customer success and building relationships.

• You have organizational skills and a problem-solving mindset, allowing you to handle multiple tasks effectively.

• You can understand and articulate technical concepts, translating them into business- or industry-relevant language.

• You have excellent working abilities in French and English. Another language is a plus. We have international customers.

• 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:

• Meal Vouchers: We provide a meal voucher card to cover your meals on work days. 🥗

• Transport: Monthly mobility package for employees. In accordance with the company agreement for sustainable mobilities, you can now use your mobility package to pay for alternative commuting modes. 🚇

• Holidays: 25 days of paid leave. 🏝️

• Health insurance: Alan. This is Swan’s health and welfare insurance. 🚑

• Sports: Thanks to our partnership with Classpass and Gymlib, you can enjoy advantageous discounts on subscriptions. They offer a wide range of sports activities as well as wellness activities. The offers are valid in several European cities, as well as online. 🏋

• Well-being support: access to Moka Care for mental health and wellness. 🧘

• Offsite: Once a year we gather to 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.

• An interview with Alice, our Strategic Account Manager and the manager of this position

• An interview with Lennig, our SAM Team Manager

• An last call with Maélys, our Talent Acquisition to check the administrative details