Customer Success Manager

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Description

Together is everything. It takes a village to build a company.
A company is so much more than the product it sells. To be successful, we need to make sure that we’ve got bright, energetic, and motivated explorers in every position. We want to fill our (remote) hallways with people who come to work every day with a smile on their faces because they feel – and see – that they are part of something that’s bigger than themselves.

Shortly after we started Biller, a whole bunch of capital investors started beating down our door to get in. In the end, we partnered with Banking Circle, because they clearly see Biller’s potential to solve a real market challenge. We need talented people with the right skills to turn that potential into reality.

Therefore we are looking for colleagues that can turn our merchants into our biggest ambassadors. You build strong relationships with our merchants and contribute to their growth by providing them with the right tools, insights, and service. Your deep understanding of Biller’s service and ability to understand the oftentimes specific needs of our merchants allows you to maximize success on both sides.

The CSM team is at the heart of the company and therefore closely involved with our product, support, marketing, and sales. We are therefore looking for someone who enjoys multitasking in an exciting fast-moving environment. You definitely want to be part of the Biller company!

What you’ll be doing:
Be the main point of contact for our merchants
Focus on building strong relationships with our customers to ensure retention and growth to maximize the success of the customer as well as of the company
Define strategies, objectives, and marketing activities to push success
Show your innovative side by identifying areas for process improvement and optimization
Collaborate interdepartmentally - with our sales, analytics, delivery, and partnership colleagues - to add value to each step of the customer journey and contribute to the success of the customer as well as the entire company
Collect feedback and share it with our product & development teams to help optimize our products and services
Manage customer happiness and create brand ambassadors for our Marketing and Sales teams, helping us collaborate with the customer and maximize their potential
Turn distressed customers/situations into opportunities to delight our customers through product knowledge, and exceptional communication skills with a positive attitude
Attend events to promote Biller’s payment solutions
Requirements

You are more than the sum of your CV.
More importantly, we want to hire great people. People with personalities and quirks. People who are excited about all the possibilities of starting something new. Team players, explorers, problem-solvers, and fast learners. We’re going to move swiftly, and you’ll need to keep up. But if you can, we promise every day will be interesting, and full of opportunities to show off your skills and work with like-minded people.

High energy, hands-on mentality, you are a self-starter and able to build sustainable merchant relationships
Experience in a client-facing role preferably in B2B, payments, e-commerce, and/or software companies
High energy, hands-on mentality, you are a self-starter and able to build sustainable merchant relationships
Passion about customer success; seeks to achieve extraordinary results through powerful and creative problem-solving
Prior experience in Customer Success, account management, or related fields
Natural problem-solving abilities, seeing problems from a helicopter view, identifying the core of the problem, and providing creative solutions
Ability to understand complex technical merchant needs and define how Biller can contribute to achieving their goals
Strong analytical skills and ability to report on merchants’ success in a structured way
Excellent project management, organization, and time-management skills
Strong communication and interpersonal skills
Excellent communication skills in Dutch and English (written and verbal)
Benefits
The chance to make a real impact and shape our Business together
A salary that you can be proud of
A brand new laptop and other tools required to get the best out of your job
Travel reimbursement
We offer all our roles as Part-time and Full-time (32, 36 or 40 hours per week)
Flexible working hours whether in the office or remotely
Extra paternity & maternity leave of an additional month
Extra grievance/compassionate leave

Did you get enthusiastic about Biller? Do you want to join our team? Then we’d love to hear from you!

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