At Trustly, we’re passionate about simplifying the way people transfer, pay, and get refunded online. Our payment solutions serve merchants in various industries. This includes E-com, Financial Services, Gaming and Travel linking the world’s top brands with millions of consumers who expect security and convenience. Our people are from all corners of the globe, and this we’re proud of. We strongly believe that diversity is what helps us create solutions that are more inclusive. Making sure that we’re constantly innovating. Our fast-growing team is headquartered in Stockholm, Sweden with additional offices across Europe and the Americas. Together, we are modernizing payments and the work you’ll do here will make a lasting impact.
About the CSM Team The Customer Success Team's goal is to ensure that merchants and partners get the most value out of Trustly in order to drive adoption of Trustly’s products amongst their end users.We aim to achieve this by taking a proactive approach to fully understanding merchants' and partners' requirements and processes to consult on the best way that Trustly can be configured and implemented to meet their needs.
About the roleThe Customer Success Manager role is responsible for ensuring that we are doing everything to support our merchants in getting the maximum value out of Trustly's products and services. The role demands a combination of both technical and commercial skills to really understand merchants' requirements and see how that matches up with Trustly's current and future capabilities.Close internal interaction with our Sales and Account Management teams, as well as other teams within Trustly will be key to achieving the team's goals. However, the role won't be limited to working with other teams within Trustly, but also forming close relationships with our merchants so that we can develop them into a long-term partner rather than just being a supplier.
What you’ll do- Optimizing the merchant experience with Trustly
- Engage with new and existing merchants to fully understand their needs from a payment product, and design and present a solution for them
- Support the technical onboarding process for new merchants end to end
- Identify and drive performance improvements for existing merchants through rigorous data analysis
- Analysing product performance data from our E-com and Travel merchants, making recommendations, and overseeing the implementation
- Being able to identify where there are product performance gaps versus benchmarks will require rigorous data analysis
- Analysis alone will not be sufficient, but also deriving clear recommendations will be key to unlocking "trapped" value from our merchants
Who you are- 4+ years of relevant experience in the online payments industry, preferably within the E-com, financial services, Travel industry, or at a PSP
- Ability to articulate complex technical information and presenting to merchants and partners
- A data driven approach and the ability to leverage data to identify and drive opportunities
- Able to navigate internally between various functions and teams, from Commercial to Product to Finance
- Can-do attitude with the ability to finding solutions to the most difficult problems
- Proactive and diligent approach to work
- SQL, JIRA and Confluence experience is preferred
- Comfortable with regular travel within Europe
We are looking for someone who is not afraid of voicing and acting on new ideas and values good communication with internal and/or external stakeholders. If you are passionate about working with different areas across the organization, then this would be an interesting role for you.
Apply now, we would love to talk to you!