Customer Success Manager

Job Description

iBanFirst is seeking a bilingual Customer Success Manager to join their team in the Netherlands. The ideal candidate will ensure clients successfully transition to the company's Global Account solution, providing exceptional support and managing integrations with client tools. This role requires close collaboration with various departments to enhance customer satisfaction and loyalty.

What this role involves:

• Assisting clients in configuring and setting up their accounts and provide ongoing support for the daily use of the platform.
• Offering technical support, troubleshooting issues, and qualifying bugs for correction.
• Collaborating with Account Managers to integrate iBanFirst with clients’ third-party software and optimize connection tools.
• Managing customer tickets via Salesforce, track and resolve complaints, and monitor customer satisfaction metrics (NPS and CSAT).
• Gathering and report customer feedback to Product Marketing to drive product improvements.
• Maintaining and updating the iBanFirst Helpcenter and ensure the effectiveness of conversational bots.
• Building and maintaining strong, trust-based relationships with clients through personalized and proactive service.

Requirements:

• Fluency in Dutch and English; German is a significant advantage.
• Strong analytical skills, with the ability to troubleshoot and solve issues.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong organizational skills and attention to detail.
• A customer-centric mindset with a passion for delivering exceptional service.
• Prior experience on a customer facing position
• Experience with software connectivity and APIs.
• Knowledge of the financial services industry, particularly in payments or banking.
• Knowledge of Salesforce and/or Intercom

What iBanFirst offers:

• A market conform salary
• 20 legal plus 12 extra vacation days (based on a full time employment)
• Transportation refund
• Pension plan
• A global onboarding in Paris.