At Mollie we have a fantastic opportunity for you to be part of our Customer Success Management team and to accelerate the growth of our existing customer base. Are you the highly driven and ambitious Customer Success Associate we are looking for?
Hi, we are Mollie! 👋🏼
Our mission is creating a greater playing field for everyone. By offering convenient, safe and worldwide payment solutions we remove barriers for companies of all sizes to compete on equal terms.
Being authentic is our baseline
Mollie is a pioneer in online payments and well known in the fin-tech industry. Moreover we are one of the fastest growing payment service providers in Europe. We help businesses of all sizes sell and scale more efficiently with a solid and easy-to-use payment solution.
With the help of our simple and clear payment API we offer various payment methods in one go. In doing so, we make a complex process simple.
Mollie is extremely ambitious. We currently have over 90.000 customers in the Benelux market and we are on a mission to conquer the rest of Europe. We aim to be the main mid-market payment provider in 10 European countries by the end of 2022.
We are an international team of 800 professionals with our HQ in Amsterdam and eight other offices throughout Europe.
The Opportunity
The mission of our Customer Success Management team is to facilitate our customer's success through proactive 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 Associate at Mollie, you’ll get to do more than manage accounts. You’ll showcase your expertise in building relationships with our SME 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
Encourage advocacy from your customers by helping them achieve successful results and by developing trusted, long-term relationships with them
What you´ll be doing:
Focus on building relationships with our SME customers to ensure retention and growth, via planned and focused engagements via phone calls and email communication.
Work with the Customer Success Management team to ensure top customer satisfaction by resolving issues and finding quick, viable solutions;
Turn distressed customers/situations into opportunities to delight our customers through product knowledge, and exceptional communication skills with a positive attitude;
Complete efficient and engaging customer check-ins on all assigned SME customers;
Act as a liaison with Product teams to communicate urgent customer issues;
Show your innovative side by identifying areas for process improvement and optimization;
Increase net promoter score;
Report and discuss performance through available dashboards and funnel management;
What you´ll bring:
2+ years of Client Services experience as a Customer Success Specialist within a SaaS organization 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;
Energetic, resourceful, and dedicated to customer success;
Prior experience maintaining customer account information, 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
Local language native
Fluent in English
Benefits
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.