Customer Success Manager

4 maanden geleden

Amsterdam Centrum, Nederland swan.io Voltijd

**About**:
Swan is the leading European fintech specialized in embedded banking. A laureate of the French government's selective year list of tech champions, "French Tech Next 120," we are quickly expanding across Europe.

Over 100 European companies have already seamlessly integrated banking services such as accounts, cards, and payments into their products through our Banking-as-a-Service platform. This approach, known as “embedded finance”, empowers businesses to elevate their offerings and create new revenue streams — often times tripling their revenue

Our founders' vision from the beginning was Simplicity: that anyone with a fintech idea at 2 am can visit our website, start building, and buy themselves a coffee with a self-issued card the very next day. That vision has taken us far.

Following a 38M€ Series B round last September, we have been doubling our headcount and already have over 230 Swanees across offices in Paris, Bordeaux, Berlin, Barcelona, Amsterdam, and Milan If you’re excited about joining a European fintech adventure, Swan is the way

**To learn more about us**:About Swan** ; **Our story**.

***Job description***:
Swan is looking for a Customer Success Manager, to join its operations team. This position could be based in our Amsterdam or Paris office.

Operations are a key pillar to Swan’s success. Their mission is to provide a flawless end-to-end customer experience. This team includes our Customer Success Managers, Technical Account Managers, Technical Writers as well as our KYC teams. These folks are all about customer obsession and making sure Swan offers the smoothest, most elegant BaaS experience out there

As a Customer Success Manager, you will manage a portfolio of partners throughout their life with Swan. You will be an expert on Swan products and ensure that the relationship between Swan and its clients is a success from an operational point of view

**Your mission**

**Customer relationship management/Customer Voice**
- Manage a portfolio of partners across the European market. You will nurture relations with our partners (customers), advise our clients on how to optimise product usage, provide solutions to different use cases, and escalate feedback to our Product team.
- Answering all questions about the product, processes and operational issues
- Understand our customer’s needs, monitor key metrics on your accounts and initiate and follow up on action plans to improve customer satisfaction.
- Identify and engage champions/client ambassadors, key contacts for each topic, and the Partner Ops structure
- Maintain great relationships with existing and new partners

**Training**
- Create training courses/pathways in collaboration with different teams (Technical Writer, Product team )
- Train our partner teams and improve our training

**Portfolio management**
- You will be the point of contact for the partner's Ops (Support, CSM, Onboarding) and Product teams
- Participate in live partner pipeline reviews
- Analyse your portfolio and take proactive actions to improve operations with partners _(Continuous training, new process )_
- Conduct Ops reviews
- Effectively work cross-functionally across the organization to shape Swan’s solutions to meet our partners’ needs

**Preferred experience**:
**You’re a great match if**:

- 2 - 5 years of experience as a Customer Success Manager in a start-up/scale-up or another fast-paced work environment
- Technical skills: technical background/coding Bootcamp / experience with APIs
- Ability to understand and articulate technical concepts, and translate them into industry
- or business-relevant terms
- Passion for startups, new technology businesses and Fintechs
- Flexibility with changing requirements in an evolving and fast-paced environment
- An experience in an international / European environment would be a plus
- Strong interpersonal skills, excellent team player and fun to work with
- Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.
- Excellent working abilities in English and Dutch.

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**:

- Hybrid remote policy: We offer the possibility of working from home for 2 days per week.
- Health insurance
- Swan encourages you to have fun staying fit, thanks to partnerships with Classpass.
- Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reco

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