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Account Performance Manager H/F



Paris, France
Posted on Saturday, September 23, 2023

Job Description

About the job

Alma originally started out by serving Small and Medium Businesses (<1M€ turnover) and today 80% of our merchants still come from this segment. It is a strategic segment for Alma (and the small clients of today are also the big clients of tomorrow), thus, we need to maximise the volumes to make it a key performance driver in the long run.

The Customer Success team (2 people today) has a key mission to drive the growth and ensure the retention of a pool of SMB merchants. Thanks to prioritisation criteria, our CSM team will contact specific merchants to close upsell opportunities or manage negotiations to avoid churn.

On a daily basis, the CSS will jump on calls with merchants (& write emails), optimise processes and highly collaborate with other teams (e.g. Product, Finance, Risk & Support) to constantly improve our solution and delight a long tail of merchants.

About the mission

As a Customer Success Specialist, your missions will be to:

  • Deal with a pool of SMB merchants (Small & Medium-sized Businesses) with an "at-scale approach
  • Contact merchants with upsell opportunities and analyse their performance by digging into data to provide meaningful business insights and opportunities
  • Share merchants’ feedback within the organisation to enable Alma to constantly better meet merchants’ needs
  • Negotiation: contact at-risk merchants. Understand their needs and identify ways to address them to increase business performance and satisfaction
  • Contribute to building and automating processes to ensure clear expectations on 90% spent on the business/run part

Discover more about the Customer Success team and the Customer Success Specialist position here with Blandine.

About you

Your experience

  • Ideally, you have 2-3 years of experience within a similar function or experience
  • Sales mindset: you are at ease at picking up the phone to talk to new people
  • You enjoy negotiations & taking up new challenges
  • You have analytical skills/mindset and ability to dig into data to draw meaningful insights
  • You are eager to constantly learn & improve our solution in collaboration with other internal teams
  • A fluent level in French and a very good level of English is obligatory. Fluency in Spanish will be a huge plus.

Your skills

  • Sales & lively
  • Autonomous, curious and proactive
  • Client satisfaction and impact-oriented
  • Doer mindset, at ease with getting the hands dirty
  • At ease in a very fast-paced environment
  • Well organised and structured

Recruitment Process

  • First interview with Talent Acquisition Specialist (30 mins)
  • Interview with Hiring manager (45 mins)
  • Business case (60 mins)
  • Interview with VP Sales (30 mins)
  • Offer