Smb Customer Success Strategist

hace 2 semanas

Madrid, Madrid, España Pleo A tiempo completo

About Us

Pleo is a company that's changing the way businesses manage their expenses. We're on a mission to make spend management surprisingly effective and empowering – for finance teams and employees.

Job Description

We're looking for a hands-on, experienced customer experience professional to join our DACH Customer Success Team working with our SMB customers. This role involves having a strong focus on adoption and nurturing for customers that have already been onboarded. With up to 1,000 accounts in your portfolio, you will have to think outside the box to work in scalable ways.

Your Responsibilities:

  • Identify gaps between best practice and actual usage of our product and features.
  • Make sure the customer learns about - and uses- all the features that will unlock value for them.
  • Play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements.
  • Help Pleo to achieve operational excellence for its customers.
  • Do everything in your power to avoid customer churn- by working with health scores, product and feature adoption.
  • Collaborate across teams to improve the entire customer segment from lead to nurturing.
  • Create great nurturing of scale through automation, optimisation, and the right data usage.

Your Benefits:

  • A competitive salary of around €55,000 per year, based on your experience and qualifications.
  • Your own Pleo card (no more out-of-pocket spending).
  • Lunch is on us - with catering in our offices or a monthly lunch allowance paid directly together with your salary.
  • In Germany, we offer 28 days of holiday + your public holidays, 25 days PTO + public holidays in other locations.
  • Option to purchase 5 additional days of holiday through a salary sacrifice.
  • We're trialling MyndUp to give our employees access to free mental health and wellbeing support with great success so far.
  • Access to LinkedIn Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously.
  • Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work.

What We Need From You:

  • You have a growth mindset that always looks for the positive, while your energy is contagious to your colleagues and customers around you.
  • You truly enjoy helping others move and improve.
  • You love helping your customers scale and grow.
  • You love goals and objectives.
  • You don't always need to be given tasks – you create your own tasks while chasing your targets, and it motivates you to reach them.
  • You are a trustworthy person who always ensures that deadlines are reached, promises are kept, and you do what is expected of you.
  • You are the person who always wants to improve - everything.
  • Self-improvement and self-awareness are critical to being open-minded to change and constructive feedback.
  • You are empathetic.
  • You have a strong ability to feel how others are doing.
  • You are also able to communicate in a very empathetic way and touch people's emotions.
  • Ideally, you have a basic finance/accounting knowledge and/or experiences from working with tool integrations.

About Your Application

Please submit your application in English; it's our company language so you'll be speaking lots of it if you join. We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there. We're on a mission to make everyone feel valued at work. That's only achievable if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes. We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs.

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