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🇩🇪 Munich

Commerce

Full-time


CUSTOMER SUCCESS MANAGER DACH (M/W/D)

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Your opportunity

Become a part of Mollie’s rapid-growth story, joining the expanding DACH team as
we build on our success to date and increase the number of German companies that
use Mollie to process their online payments and drive their growth. We’re a
fintech unicorn and market leader in European payments, with over 120.000
customers including Heineken, Gymshark & Koro.

The mission of our Customer Success Management team is to facilitate our
customer's success through proactive strategic support and oversight. We strive
to understand our customer’s needs and use that information to make sure that
they get the most value from our product. We act as their trusted advisor and
are committed to their success, because their success is our success.

As a Customer Success Manager at Mollie, you’ll get to do more than manage
accounts. You’ll showcase your expertise in building relationships with our
customers and helping them succeed. Together with your fellow colleagues in the
CSM team, you will be responsible for a large customer base. More specifically,
you’ll get to:

 * Drive customer retention by staying ahead of customer needs and offering new
   insights, strategies, and functionalities

 * Spur customer account growth through your deep knowledge of our product and
   the ability to upsell relevant payment methods 

 * Be the expert of your customers business and give valuable advice based on
   customer's vertical and market performance

 * Work together with different departments to help deliver customer insights
   and make our product even better

What you'll be doing:

 * Focus on building relationships with our customers to ensure retention and
   growth, via planned and focused engagements via phone calls, visits and email
   communication

 * Work with the Customer Success Management team to ensure top customer
   satisfaction by resolving issues and finding quick, viable solutions

 * Report and discuss performance through available dashboards and funnel
   management

 * Develop improvement recommendations for your customers through analysing
   their current setup, customer's vertical and market performance

 * Act as a liaison with Product teams to communicate urgent strategic customer
   issues

 * Cooperate with Marketing to deliver customer success stories within your
   customer portfolio

 * Show your innovative side by identifying areas for process improvement and
   optimization

What you'll bring:

 * 3+ years of Client Services experience as a Customer Success Specialist or
   Key Account Specialist with direct experience in developing customer
   relationships that promote retention and loyalty

 * Passionate about customer success; seeks to achieve extraordinary results
   through tenacious and creative problem-solving

 * Prior experience maintaining customer account information, face to face
   meetings, calls, call backs, email communication, follow-up meetings, and
   training activities within a CRM

 * Comfortable managing relationships over the phone, through email, and in
   person

 * Numbers driven person, CRM experience, excel experience

 * Strong presentation and communication skills (written and oral) and
   negotiating ability in English and German (fluent)

 * We kindly ask you not to apply to this role if you are not business fluent in
   German. This is a hard requirement for the DACH market.


BENEFITS

Noise cancelling headphones

MacBook

Birthday off

Complimentary baby days

20 days working from abroad

28 holiday days

Work from home budget

Bike lease plan

Internet allowance

Wellbeing program

Health insurance

Bonus scheme

Equity plans

Referral bonus

Learning platform

Mentor program


HOW WE HIRE

Step 1

APPLY

Our Talent Acquisition team and hiring manager will review your application, and
respond within 2 weeks.

Step 2

SCREENING CALL

If you seem like a Mollie-in-the-making, we’ll invite you to a screening call so
we can learn more about each other.

Step 3

ARE YOU THE ONE?

You'll have two or more interviews. And if it's a highly technical role, we'll
also assess the specific skills you'll need.


DIVERSITY, EQUITY & INCLUSION



At Mollie we are as diverse as we are united. That means we bring open hearts
and minds to work, and nurture a culture that feels like home. We celebrate
diversity of people and perspectives and are proud to be an equal opportunity
employer.

Every new Mollie is hired on the basis of qualifications, merit, and business
need. We do not discriminate. We value our differences because we know that our
individual perspectives make our products and culture stronger. So we encourage
everyone to be their authentic selves and we prioritise respect.

At the end of the day, we are a team of individuals – diverse yet united by our
vision to eliminate financial bureaucracy. 


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