Customer Success Enabler

Company Description

MANGOPAY’s mission is to shape the future of exchanges

We empower all marketplaces and platforms by providing them with powerful and flexible payment and regulatory solutions. Since 2013, we have accelerated the success of some of the biggest names in e-commerce, retail, and cutting-edge platforms like Vinted, Rakuten, Chrono24, La Redoute, Wallapop and 2,500 + more.

Our team of over 250 talents is spread across Europe, with main offices in Paris and Luxembourg. Marketplaces and fintechs are thriving and we are looking for outstanding profiles to tackle some of the most ambitious challenges in our field and contribute to our robust growth. We are proud of our diversity and are committed to employee well-being, inclusion and equal opportunity. Working at MANGOPAY means joining a dynamic, flexible and fast-growing organization.

We just raised €75 Million with Advent International, one of the most experienced private equity investors, to scale our vision globally. It’s time to join the adventure

**Job Description**:
As a Customer Success Enabler, you will join the Customer Success team part of the Growth Team. The Customer Success Team is currently splitted in two main departments:

- ** Customer Success Managers**: responsible for a portfolio of clients, they accompany our clients in their growth and ensure that they are satisfied with our solution.
- ** Solution Engineers**: in charge of providing quality technical design, clear advice/guidance and close integration follow-up for prospects.

Your main mission will be to provide support to both departments by developing a Success Excellence framework that will facilitate, track and maximize the quality, efficiency and performance of the team._Key responsibilities:_
- ** Onboarding & Training**
- Improve and keep up to date the new joiners onboarding program and the team processes
- Train the customer success team members in the use of internal tools and processes
- Creation of an internal and external knowledge base (team playbook, content for workshops, new features, upsells or changes with a client impact)
- ** Projects & Tools**
- Lead, collaborate and follow-up with the various internal departments to launch / complete transversal projects that involves the team
- In charge of evolutions, improvements and organization of the team toolstack
- Implementing new tools and processes to automate tasks done by Customer Success Managers and Solution Engineers
- ** Data analysis**
- Based on data and in collaboration with the Customer Success Leads, give recommendations and perfect the implementation of Customer Success strategies
- Reports and dashboard creation for the Customer Success team
- Main point of contact for the internal teams on operational questions / tasks

**Qualifications**:
**Key Criteria**
- 3+ years of working experience in a Customer Success team or working closely with members from Customer Success team
- Ability to convert complex problems into concrete solutions
- A healthy obsession with data and efficiency
- Excellent communication skills writing and orally
- Rigor, sense of organization and autonomy
- Fluent in French and English is mandatory (other languages are a plus)
- A plus would be if you have experience in working with Salesforce (or other CRMs and CS solutions)

Additional Information
- HR Call
- Interview with the Customer Success Analyst and VP Customer Success
- Interview with the Lead Customer Success NEC Europe and the Head of Customer Success Western Europe
- 15 minutes call with the Chief Growth Officer