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Customer Success Analyst
Trustly, Sweden
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Apr 14, 2021
Last Date
May 14, 2021
Location(s)
Job Description
About the Customer Success Team at Trustly:The Customer Success Team's goal is to ensure 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' requirements and processes to consult on the best way that Trustly can be configured and implemented to meet their needs, be it new or existing merchants
From introductory technical sales support, through to solution design and overseeing the implementation, we engage with new merchants to ensure that they enjoy a smooth and seamless onboarding process. During go-live, the team actively monitors transactions and helps to resolve any issues that are discovered.
For our existing merchant base, we take a very data-driven approach to tracking individual merchant performance to identify areas for improvement and work closely with the account management team to rectify these problems, as well as supporting up-selling opportunities.
Role Description
The Customer Success Analyst role supports Customer Success Managers in their day to day tasks. At Trustly we take a learning-by-doing approach to Customer Success which not only involves assisting Customer Success Managers but also attending client meetings.
The Analyst role will allow you to work across all our verticals and channels to give the widest exposure and experience as possible, with the possibility to specialise in the future. What youll do:- Support Customer Success Managers’ efforts to optimise the merchant experience with Trustly across all verticals and channels
- Analyse product performance data from our merchants and partners, make recommendations and oversee the implementation
- Work closely with the Account Management team to get the recommendations implemented by merchants
- Support the documentation of Customer Success processes
- Acting and moving between different stakeholders both internally and externally
Preferred experience / background:- 2+ years of experience in a role where you have been exposed to a mixture or technical and commercial tasks
- Prior payments experience preferred but not a must
- Ability to articulate complex technical information and be comfortable with presenting to merchants and partners
- Keen desire to learn and not phased by technical information
- Organised, proactive and diligent approach to work
- Proficiency with Microsoft Office is required
- SQL, JIRA and Confluence experience preferred, but not necessary
- Comfortable with regular travel within Europe
- This role can be based in Malta, Stockholm or London
The Customer Success Team's goal is to ensure merchants and partners get the most value out of Trustly to drive adoption of Trustly's products amongst their end-users. A unique and exciting opportunity. Apply now! Job Specification
Trustly
Information Technology and Services - Valletta, Malta