Customer Success Manager
1 month ago
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At Two, we're fixing b-commerce with BNPL for B2B We're passionate about building solutions that enable B2B Merchants to sell more, faster, and more efficiently. Growing at a rapid pace, our goal is to become the world's largest B2B payment solution by 2025.
Two is built by a passionate and energetic team, all working together to revolutionise the way businesses transact online. We believe in diversity in opinions and ideas and expect all employees to think like an owner.
Location
The perfect candidate for us would be located in Oslo, London, Stockholm or Glasgow where our talent hubs are situated.
About the role
This is a fantastic opportunity to get first-hand experience in one of the most exciting and fast-growing start-ups of the global Fintech industry with the mission to revolutionise B2B payments.
We are in search of our next Customer Success Manager who is deeply passionate about delivering exceptional customer experiences and driven to craft the ultimate customer journey. In the role of Customer Success Manager, you will take on the ownership of the customer relationship and "customer P&L" of our largest accounts. You will be critical in the onboarding of new customers and oversee the entire customer lifecycle, including adoption and retention.
As a Customer Success Manager, you will play a pivotal role in guiding customers through the transition from the sales phase to active adoption. This involves providing training, support, and guidance to both the merchants and their buyers. You will also own the day-to-day relationship and help the customer maximise their value from being a customer of Two. We are seeking a candidate who excels at cultivating relationships through outstanding service experiences and problem-solving. The ideal candidate is solution-oriented, eager to learn, creative, and possesses technical acumen.
In essence, a Customer Success Manager at Two is responsible for delivering value to merchants by helping them effectively leverage Two's BNPL solution, resolving issues, and optimising their payment processes, all while maintaining a strong client-provider relationship. This role is critical in ensuring merchant satisfaction, retention, and the ongoing success of both parties.
Responsibilities
- Develop a comprehensive understanding of Two's product offerings and determine the most suitable products for merchants' operations.
- Collaborate with new customers to deeply comprehend their existing workflows, pain points, and obstacles to full implementation, as well as identify and resolve potential gaps in Two's solutions related to how the customer plan to use Two
- Drive growth by ensuring a streamlined implementation process and continuously promoting the benefits of Two's frictionless BNPL solution to customers.
- Assist customers in setting up and navigating Two's product offerings.
- Forge close partnerships with cross-functional teams to ensure seamless integration between Two and the merchant's organisation.
- Manage multiple priorities and tasks, supporting implementation, follow-up, and proactive outreach.
- Establish standard operating procedures tailored to merchants' operational needs while maintaining scalability for Two.
- Develop training programs and educational materials.
- Address customer complaints and concerns to enhance the overall customer experience.
Requirements
- Exceptional communication skills and the ability to foster positive business relationships.
- Exceptional level of accountability and personal organisation.
- Proven work experience as a Customer Success Manager or in a similar role, or experience from a role that required analytical or commercial problem-solving.
- Ideally some experience with payment solutions and a track record of enhancing customer experiences. Capability to understand complex technical issues and relay them in a customer focused manner.
- Experience in working and navigating cross-functional team environments.
- Speaking Norwegian or Swedish would be an added advantage.
Benefits
- 25 days paid time off per year + public holidays
- £500 annual allowance to spend on anything that will contribute to your mental or physical health
- £500 annual allowance for learning and training
- £500 support for a cell phone every 24 months (from your 6th month anniversary)
- Equity - get options at Two as part of your offer, and have a real stake in the company's success
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