We are seeking a dedicated and bilingual Customer Success Manager to join our team in the Netherlands. In this role, you will be responsible for ensuring our clients successfully transition to our Global Account solution. You will provide exceptional support, manage integrations with client tools, and work closely with various departments to enhance customer satisfaction and loyalty. Your ability to build strong relationships and proactively address client needs will be key to your success in this role.
What will you do:
- Assist clients in configuring and setting up their accounts and provide ongoing support for the daily use of the platform.
- Offer technical support, troubleshoot issues, and qualify bugs for correction.
- Collaborate with Account Managers to integrate iBanFirst with clients’ third-party software and optimize connection tools.
- Manage customer tickets via Salesforce, track and resolve complaints, and monitor customer satisfaction metrics (NPS and CSAT).
- Gather and report customer feedback to Product Marketing to drive product improvements.
- Maintain and update the iBanFirst Helpcenter and ensure the effectiveness of conversational bots.
- Build and maintain strong, trust-based relationships with clients through personalized and proactive service.
What do you bring:
- 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 do we offer:
You will join one of the fast-growing companies and a dynamic team in the center of Rotterdam, filled with motivated colleagues with the common goal to become the pioneer in Europe.
- 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.
Who we are:
In less than 10 years, iBanFirst has established itself as a trusted partner for small and medium-sized businesses (SMBs) operating across borders.
iBanFirst provides a next-generation cross-border payment experience that combines a powerful platform and the support of the best FX experts. Executives and finance teams have direct access to currency markets. They can hold, collect and send funds in over 30 currencies.
With more than 350 employees across 10 countries in Europe, the company processes more than 2 billion euros worth of transactions monthly. As a regulated payment institution, iBanFirst is authorized to operate throughout the European Union.
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