VP Customer Success

SlimPay (Paris, France) Publié il y a 19 jours
SlimPay is the European leader in recurring payments for subscriptions. Our solution enables merchants to facilitate acquisition, increase the consumer lifetime value and maximize revenue through card and direct debit payments. With flagship offices in Paris and Madrid, we are rapidly growing our international footprint — one subscription payment at a time. SlimPay’s mission is to reinvent the subscription payment journey, creating a frictionless experience for both consumers and merchants. We’re looking for a VP Customer Success officer (CSO) who can live our customer-centric culture and deliver the massive value expected by our merchants. Test. Learn. Iterate. Be Driven. Be Decisive. Share More. Know More. Better Together. Your Role Given SlimPay’s recurring business model, customer care and success is vital to our long-term profitability. As such, the VP Customer Success Office sits on the Executive Committee, setting a culture of excellence in helping our customers succeed from KYC to customer engagement. This person is responsible for ensuring customers achieve their desired outcomes via our payment services. As a people leader, the CSO will manage the performance and processes of the CS team at the highest levels of customer satisfaction. The CSO will also liaise with other members of the leadership team to implement the corporate strategy. This is an unique opportunity to leverage your leadership, experience and customer success vision in a growing fintech scaleup. Your Responsibilities You will drive customer success at a strategic and operational level as well as empower a highly motivated team, whose responsibilities span from professional services to customer education and support. You will work closely with other departments to ensure customer satisfaction and experience are at the forefront of their actions. Team management Build a world-class CS team by recruiting experienced leaders to grow and mentor staff Attract high-potential individual contributors to the team Design a rapid onboarding process for new team members Foster collaboration within the team and across the customer lifecycle Coach team members and inspire them to exceed their job expectations through continuous learning Create a company-wide culture of Customer Success. Orchestrate, as a pivotal point of contact, internal alignment and coordination with product, tech, payment operations and finance teams to deliver the best customer experience and achieve company goals. Customer support & satisfaction management Customer onboarding Deliver pre-sales technical advices and run product demos Validate technical contract reviews Coordinate onboarding projects Ensure successful launch of client’s activities within the shortest time frame and the highest satisfaction Customer care Deliver Level 1 and 2 ticket-based support, ensuring best level of reactivity and problem solving satisfaction Follow up on top clients with a team of dedicated technical support managers, who are working closely with sales executives Orchestrate the delivery of 24/7 operational excellence in liaison with other departments (Payment Operations, Tech, Product, etc.) Customer Success Understand the client's business objectives Define with the client and monitor the success KPI Share best practices and benchmarks with the client Contribute to the development of the services provided to clients Bring more autonomy to the client via training sessions and eventual professional services Customer escalation Collaborate with engineering team and leadership for high-impact technical incident resolution Formulate communication and follow-ups with key customers Set up post-mortems to derive learnings, make recommendations and avoid future customer grievances and business compensation Voice of customer & relationship builder Engage with leaders of prospective and existing client companies to ensure customer success execution and alignment with business goals Build strategic relationships across multiple stakeholders within our Tier 1 customer base to strengthen the partnership, escalate issues and promote product enhancement requests Cultivate pathways for open communication between the Customer Success, Sales, Engineering, Product and Compliance teams to ensure optimal transfer of knowledge
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