Customer Success Manager

Market Pay is many things but above all we are seriously passionate about all things payments. From terminal to bank account we cover the full payment processing scope and need you to join us on a journey to the next level of multitenant cloud payments.

Whilst we have customers spanning the globe this role is specifically to provide best of breed customer success to our customers based in Spain and Italy.

Our CSMs are ultimately responsible for the complete postsales lifecycle to ensure our customers derive maximum value from their investments leading to project success retention and renewal.

Few roles provide such a direct impact on the growth of the company. You will become a trusted advisor to these customers will deeply understand their business and their needs and help them maximize the value they get from Market Pay.

This role involves working closely with the Director of Customer Success Customer Support and senior management and engaging in product payments and technical conversations at multiple levels of the organization.

You will be the voice of the customer helping ensure an excellent experience and gathering feedback on ways that Market Pay can build a next generation payment gateway. You will love this job if you are a natural relationship and business builder.

Responsibilities

Lead the postsale the engagement retention and growth of your customers partnered closely with the Director of Customer Success and Delivery Executives.

Support expansion of your accountsidentify opportunities drive business outcomes ensure customers are successful in partnership with the support and account teams.

Build and foster relationships with senior leaders in business product engineering finance and IT.

Evangelize Market Pay customer success stories and customer success systems and processes.

Articulate and drive customer use cases customer value and expansion while maintaining trusted customer advisor status.

Serve as a trusted payments and commerce advisor to the customer and educate them on the use and benefits of our products and our industry.

Aligned with the account team perform quarterly/monthly business reviews to align on business priorities payments performance optimization opportunities product roadmap review services satisfaction share usage patterns or insights surface issues provide guidance on how to optimize the value from Market Pay and identify product expansion opportunities.

Drive overall account health including performance cost & fee optimization product adoption usage velocity account renewals and growth referrals and customer satisfaction

Whats in it for you
A highly competitive salary (depending on relevant experience)
Annual bonus program and regular awards and recognition for the best of the best ( is that you)
Health Insurance
Life Insurance
Mindletic Mental Health Gym Subscription
One of the coolest offices in the Old Town of Vilnius (Talent Garden!)
Regular social events and celebrations.
Monthly Phone Allowance
All the tools and equipment you need to do your job (Mac Windows Linux its your choice)
Flexibility to mix being in the office with working remotely from your home

Were Looking For Someone Who Has

Spanish & Italian Language

Payment industry experience

3 years of experience as a customer success manager managing relationships with large global and complex organizations preferably working with a technical payments product.

Excellent soft skills including communication presentation and negotiation. Excellent working knowledge and skills using MS Office Confluence (or similar) JIRA (or similar) and SalesForce (or similar).

Sophisticated business sense and understanding of underlying drivers and strategies of our users businesses.

Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions.

Strong analytical skills and operating rigour.

Strong executive presence and presentation skills with multiple stakeholders.

History of success as a consultant presales technical account management or equivalent.

Proven track record of achieving targets and goals.

Track record of managing large complex projects and/or programs.

Experience handling difficult customers or situations and can demonstrate resolutions.

Willingness to tackle things on your own.

Must work within a team environment with sales and services peers.

Ability to navigate data and people to find answers.

A strong understanding of our business and products and an ability to research/selfstart and take initiative.

A capability to work well with a wide range of people both internally and externally.

A strong sense of ethics.