Junior Customer Success Manager

at  Juni

JUNI WHO?

We’re Juni. Born on the West Coast (of Sweden). Built for flexible working. And busy building a future where digital commerce is free from financial barriers. Want to be a part of it all?

WHAT WE DO

At Juni, we’re building the future of banking. We want to help businesses do more with less and get access to the financial tools they need to operate, grow, and win globally.

WHAT WE NEED TO SEE

• 2+ years experience in a B2B Account Management, Relationship Management, Customer Success or Customer Service role in the FinTech and/or Payments industry.
• Good knowledge of today’s major e-commerce and payments technologies, players, and major up-and-coming trends
• Knowledge of Google ads, Facebook ads, dropshipping, Ecommerce and Affiliate Marketing
• Effective communicator with the ability to explain technical concepts in layman’s terms
• Always striving to go the extra mile to deliver exceptional customer service
• Strong commercial acumen, with the ability to identify commercial opportunities
• Keen problem solver who doesn’t shy away from resolving issues
• Advocate for customers internally - you are a bridge between commercial and product
• Have outstanding analytical skills, are commercially and financially savvy
• Dynamic approach, adapting to changing requirements with the ability to manage multiple tasks concurrently
• Native or Business-level fluency in both Swedish and English - another European language is an added bonus!

In this role, you’ll:

• Proactively manage a book of circa 100 customer accounts; accountable for customer and revenue expansion and retention, proactively mitigating churn, and driving stickiness across all your customers accounts
• Plan and lead customer onboardings: closely collaborate with Sales to ensure quick and efficient handovers of new customers to successfully set them up for success on the Juni platform
• Seller mindset: identify revenue growth opportunities across your accounts and collaborate with Account Management to close upsell and cross-sell deals. Hold customers accountable to their contractual commitments ensuring revenue retention, revenue growth and feature adoption
• Ensure your customers are seeing a return on investment from the Juni platform, driving full adoption of features and products
• Be an ongoing source of education for your customers, establishing best practices within the Juni platform, consistently delivering exceptional customer value
• Drive advocacy, loyalty and retention through maintaining high customer satisfaction
• Make data-driven decisions to identify accounts that are at risk of churn
• Collaborating cross-functionally with various teams (e.g. Sales, Product, Legal, Engineering) to ensure a first-class customer experience
• Deep understanding of the intricacies of our products, services and the wider industry
• Voice of the customer: ensure you are advocating for your customers, being the bridge between the customer and product, impacting our future product roadmap and highlighting customer feedback on feature improvements
• Proactively share ideas and feedback on local trends including competitor insights and customer needs
• Take a proactive approach on customer service and problem-solving whilst providing exceptional customer care
• Swiftly respond to all inbound customer queries, ensuring they are resolved in a timely manner
• Proactively troubleshoot and escalate customer issues to relevant departments where appropriate to ensure they are dealt with promptly
• Deep collaboration with other departments (e.g. CreditOps and FinCrime) to successfully execute on all outbound requests to customers via email or telephone within the given SLA