Customer Success Manager

Trustly; London; On-site; GBP 125,000 - 150,000; Full time

Job description

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About Trustly

Trustly is leading the human-centric payments revolution. To us, this means passionately building the most convenient, intelligent and responsible way of paying for things online. Whether it's for shopping, paying subscriptions, funding trading accounts, booking airfare, playing online games and much more - we're all about a better way to pay. At our core, we are a tech company with industry-leading tech capabilities. But, it's the ingenuity of our people that makes us leaders in our field. Thus, our appetite for innovation will never be anything less than fierce. Trustly is steadily growing as it connects thousands of businesses with hundreds of millions of people. And with a strong presence across Europe and the Americas, we are leading the human-centric payment revolution as a truly global team.

About the Customer Success Team

The Customer Success Team's goal is to ensure that merchants get the most value out of Trustly in order to drive the adoption of Trustly's products amongst their end users. We aim to achieve this by taking a proactive approach to fully understanding merchants' requirements and processes to consult on the best way that Trustly can be configured and implemented to meet their needs.

About the role

The Customer Success Manager role is responsible for a portfolio of merchants, ensuring that we are doing everything to support our merchants in getting the maximum value out of Trustly's products and services. The role demands a combination of both technical and commercial skills to really understand merchants' requirements and see how that matches up with Trustly's current and future capabilities. Close internal interaction with our Account Management, Product, and Sales teams, as well as other teams within Trustly will be key to achieving the goals. You will be forming close relationships with your merchants to develop them into a long-term partner rather than just being a supplier.

What you'll do

1. Optimizing the merchant experience with Trustly
2. Identify and drive performance improvements for existing merchants through rigorous data analysis
3. Engage with merchants to fully understand their needs from a payment product, and design and present a solution for them
4. Analysing product performance data, making recommendations, and overseeing the implementation
5. Support the technical onboarding process for new merchants
6. Identify product performance gaps versus benchmarks through rigorous data analysis
7. Derive clear recommendations to unlock 'trapped' value from our merchants

Who you are

1. 3+ years of relevant experience in the online payments industry, preferably within the E-com, financial services, or at a PSP
2. Ability to articulate complex technical information and present it to merchants and partners
3. A data-driven approach and the ability to leverage data to identify and drive opportunities
4. Able to navigate internally between various functions and teams, from Commercial to Product to Finance
5. Can-do attitude with the ability to find solutions to the most difficult problems
6. Proactive and diligent approach to work
7. SQL, JIRA, and BigQuery experience is preferred
8. Comfortable with regular travel within Europe

Closing statement

Are you someone who voices new ideas and acts on them? Do you value great communication with all stakeholders? We are looking to strengthen the team with dedicated, highly motivated people who thrive in working with different areas across the organisation.

If you feel that your skill set and personality complement the criteria above, please apply now.