Customer Success Management Associate

**Customer Success Management Associate - Madrid, Spain**

Are you passionate about a customer success management process that optimizes the outcomes of digital product initiatives? Do you support businesses with advanced analytics and rapid customer insights so they can move with unprecedented speed and agility? Would you like to be part of the Digital Banking Product team, which is currently committed to creating a world-class customer ecosystem that connects the world and its people, bringing boundless financial possibilities within reach across the globe? If so, join our Product team and contribute as a Customer Success Management Associate for the Ecosystem based in Madrid.

**Western Union powers your pursuit.**

As a Customer Success Management Associate, you will play a crucial role in ensuring the success of our customers as they use our digital banking products. You will work closely with the Customer Success Management Lead and cross-functional teams to provide top-notch customer service and support. You will be responsible for building relationships with customers, helping them navigate our products, and proactively identifying opportunities for improvement.

**Role Responsibilities**
- Build a strong understanding of customer behaviors and friction points through regular check-ins and proactive investigation and conduct customer research.
- Design solutions to help customers fully utilize our digital banking products to meet their unique needs and achieve their goals.
- Gather customer feedback and collaborate with cross-functional teams to continuously improve the customer experience.
- Provide ongoing product performance analysis and market recommendations for improvement.
- Stay up to date with industry trends, competitor offerings, and new product innovations.

**Role Requirements**
- A strong academic background including qualifications (or equivalence in experience) in Business Administration, Marketing or Communication, or a related field is advantageous.
- Work effectively in a fast-paced, team-oriented environment that requires cross-collaboration among different stakeholders and partners.
- You have a proven capacity to build strong relationships and work effectively with cross-functional teams.
- Be obsessed with the customer experience and have a passion for excellence and continuous improvement.
- Demonstrate excellent written and verbal communication skills, with a passion for helping customers succeed.
- You have experience with mobile and web tools and are passionate about financial technology products.
- You have experience working under lean and agile principles.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company — transforming lives and communities. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

Your Spain specific benefits include:

- 25 days annual leave - plus 14 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

LI-NI1 #LI-Hybrid