Customer Success Lead

  • Belvo
  • Remote (Barcelona, Spain)
  • Jan 28, 2021
Full time Account Manager Business Development Customer Service

Job Description

About the team:

  • We work in cross-functional, autonomous teams. We follow continuous delivery best practices executed on top of a modern technology stack. 
  • Our products are built for developers, by developers. Technological excellence is at the heart of what we do.  
  • We are pragmatic and customer-focused. We strive to find the right set of trade-offs in order to validate our hypothesis as early as possible, iterating on our products based on customer feedback. 
  • We communicate transparently. We do weekly all-hands where we get together to discuss company performance and goals.
  • We are a flexible international team focused on creating cool stuff. Some of us prefer to work together in one of our offices and others prefer remote. For us, there's no difference as long as you have an excellent internet connection and are able to overlap with the team between 3 pm and 6 pm, CEST timezone. 
  • Also, we are backed by some of the leading investors in Silicon Valley and Latin America, including Founders Fund, Kaszek Ventures, and YCombinator.

Your challenge:

  • Own the relationship with customers at various stages of their lifecycle post-close, including: launch, post-launch, adoption and expansion
  • Understand Belvo’s product and platform and be an expert resource on Belvo's current and future product offerings
  • Help Belvo's customers achieve maximum possible value by deeply understanding their use cases and helping them implement Open Finance solutions that best meet their needs
  • Monitor and manage the long-term health of the customers in the portfolio by identifying and preempting areas of risk or concern, including via usage and satisfaction metrics
  • Engage with Product and Engineering teams to incorporate and prioritize customer feedback, and inform the roadmap
  • Create scalable resources and procedures to optimize the customer experience throughout the customer lifecycle
  • Develop account plans for key customers with customer-specific goals and drive them forward with the collaboration and support of the rest of the Belvo team
  • Coordinate, manage, and develop a team of local customer success and support roles across countries and regions

You can be part of the gang if:

  • 3-5+ years of work experience in a customer-facing, client services or account management role that requires deep product knowledge, ideally for a technical and complex product at a SaaS or developer-tool / API company
  • You have strong customer empathy and are excited to become an expert on Belvo's product as well as a variety of customer use cases that require Open Finance solutions across Latin America
  • You build strong, trusted relationships with technical customers and deep dive into their requests to understand their underlying needs
  • You are logical, data-driven, analytical, and have experience solving complex problems in elegant and efficient ways
  • You are adaptable, enjoy fast-paced environments, and thrive when you have to multitask under tight deadlines
  • Open to learning and are interested in understanding and deepening your knowledge of finance, fintech and technology in Latin America
  • You approach new topics and challenges independently and proactively
  • Extremely high attention to detail and methodical in how you work
  • International experience and thrive in a multicultural environment
  • Knowledge of SQL - you will be expected to use SQL and data analytics tools to support your work
  • Strong written and verbal communication skills
  • Excellent spoken and written English and Spanish

Amazing if:

  • Familiarity with Fintech, Open Banking and PSD2 regulation in Europe
  • Experience working in Latin America
  • Fluency in Portuguese, both written and verbal 

Our perks:

🚀 Stock options (we are all owners and this is very important to us)

🔆 Flexible working hours

🔝 Remote friendly

🎊 Paid time off on your birthday

🍒 Fresh fruit every week, all-you-can-drink tea and coffee

🍻 Friday happy hours after our weekly team meetings

🙋 Training Budget

😎 Team building events

🙀 Bank holidays swap inside the same month

🔋 Fitness/ wellness stipends

🚀 Yearly offsite

 

Salary range: 40.000€ to 55.000€ plus equity