CUSTOMER SUCCESS MANAGER

MARKET PAY - About us A French fintech founded in 2016, Market Pay designs and provides omnichannel and international payment solutions for retailers and e-tailers. Its aim? To support the growth of retailers thanks to its extensive range of solutions that reinvent the customer experience, whether for 100% nomadic, 100% digital or connected shop use.With several international acquisitions, Market Pay already has more than 310 employees in France and abroad !MISSIONS :



Lead the post-sale, engagement, retention, and growth of our customersSupport expansion of our customers, support new revenusBuild and foster relationships with decision makers in business, product, engineering, finance, IT … of the Customers organizationFormulate regularly the customer success plan with the customers, including KPIs, objectives…Lead the customer governance: perform regular business reviews to align on business priorities, payments performance, optimization opportunities,product roadmap, customer satisfaction, operation activitiesIdentify product expansion opportunitiesManage change orders from the demand item to the billing, including but not limited to pricing and documentation of the change orderMonitor service problems and customer complaints. Develop problem management and service improvement plans. Ensure that customers,technical support and other technical parties are represented in the definition and evolution of services.Provide customer service. He is the customer's voice to internal departments (Solution, Operation) when his requests or services are not in line withthe contract.Advocate the group when the customer's request are out of the boundaries of the contractBe the main relay to the customer in case of critical incidents (outage…), to let the technical team fix the incidentBe  the main link in the escalation chain regarding customer experiencePROFILE REQUESTEDEducation and background
5 years' higher education, business school or subsidiary business/management faculty.
 2 to 3 years' experience in customer account management with a commercial dimension.
Fluent English and French, perfectly written and spoken.
Ability to demonstrate empathy and active listening skills.
Good skills in communication and ability to work as part of a team. 
Ability to build a relationship of trust with customers. and find solutions,even in complex situations.

Soft skills
Agile - Familiar with Agile methods
Autonomy and versatility
Curiosity and proactivity
Rigour and organisation
Teamwork - Working closely with the Solution and Product teams
Curious
What we offer?
Attractive remuneration: fixed salary + target-based variable and benefits
Up to 3 days' remote working per week (role based in paris)
€200 sustainable mobility package
€150 culture vouchers
Nursery places
€550 in CESU vouchers
Up to €400 reimbursed for travel
A super CSE (sports, cinema tickets, vacation vouchers, Christmas shopping vouchers...)
The chance to take part in sports and charity events
Regular company evenings to relax with colleagues and get to know each other.