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Customer Success Associate

Full-Time position in Valencia, SPAIN / Remote

We are seeking a Customer Success Associate to join our team in providing life-changing services for rural homes in sub-Saharan Africa and Asia. We make software that allows distributors to provide those essential services affordably using mobile payments to over 2,000,000 people, adding thousands more every month.

 

We hope to do a lot more with an extra person on board! In particular, the Customer Success Associate is to empower our PaygOps partners by providing access to essential services to the last mile. You will be responsible for the complete post-sales lifecycle of our PaygOps users, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal.

WE ARE LOOKING FOR:

Smart people

... are involved in the post-sales lifecycle
... are excited to learn new things
... are independent and flexible
... work well with others

KEY RESPONSIBILITIES

The Customer Success Associate is at a crossroads with departments, constantly interacting with the Product, Sales and Marketing teams. He/She is responsible for:

Manage a portfolio of customer growth with PaygOps 

  • Manage Account portfolio expansion following the Company quarterly objectives, to achieve Yearly targeted revenues

  • Put in place revenues strategies for accounts expansion, satisfaction and retention.
    Manage renewals of contracts, and resell of PaygOps services to ensure partners revenues expansion. Follow-up on invoicing when needed

  • Occasionally, make on-site visits to strategic partners to nurture a sustainable and long-lasting client relationship

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​Drive PaygOps clients to their success and deliver their expectations

  • Coordinate and deliver PaygOps clients onboarding and related services (integrations)

  • Organize Success Plans and Quarterly Business Reviews with clients and key stakeholders to align expectations

  • Understand PaygOps clients' requirements and specificities of their operations to adapt PaygOps to their processes when needed

  • Establish long term relationships with partners by supporting them to achieve full adoption and retention on PaygOps
    Contribute to defining innovative customer education strategies to improve overall customer experience

 

Provide support to the Sales team related to product demonstrations and Q&A on PaygOps

  • Participate in pre-sales meetings to display the characteristics and merits of PaygOps and facilitate the deal closure process

  • Help build and demonstrate fictional scenarios on PaygOps

  • Respond to questions about PaygOps products and related services 

 

Product design, knowledge and documentation 

  • Contribute to building knowledge around PaygOps products and services

  • Always remain updated on the latest developments from products to communicate to partners.

  • Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product -

  • Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the PaygOps user experience

  • Report on the most common challenges and important product feedback and work hand-in-hand with the Product team until implementation.

  • Support the product team to understand the partners' needs and requirements

  • Provide direct support to clients on freshdesk from time to time when needed

SKILLS

  • At least 3 years of experience in Project management, ideally IT orientated

  • Previous experience in SaaS Industry is appreciated

  • Proficiency in Excel and Google WorkSpace

  • Polyvalent with advanced organizational skills and attention to detail. Project management certification is appreciated.

  • Efficient communication skills

  • Enthusiastic, self-motivated and passionate about developing world projects and social business

  • Proficiency in English required, notions of French highly appreciated

WHAT CAN YOU EXPECT WHEN JOINING OUR TEAM?

  • We are a customer-centric organisation with a remarkable result-driven approach and a motivated team.

  • We strive to develop technology that meets the needs of customers, focusing on satisfaction and improvement in quality of life.

  • We collect data at baseline to monitor and evaluate impact and profitability, even if that means visiting a remote corner of Africa to meet our clients and listen to their feedback and experience.

  • We are passionate about our mission, which is improving people’s lives, and we extend our values of integrity, fairness, equality and business ethics to all levels within the organisation.

Personal Growth

  • We want you to grow together with the company, that’s why we’ll give you time and space to learn and develop your skills.

  • At Solaris Offgrid you will have plenty of room to grow in your career.

 

Make an Impact

  • Be part of a purpose-driven and committed team.

  • We provided solutions in more than 30 countries, reaching more than 2 million people, and together we want to improve the lives of the 4.5 Billion at the BoP.


Great Job Conditions

  • Including 35 days of paid holiday leave, 4.5 workdays/week, and a progressive compensation structure based on performance.


Choose Your Office

  • You are welcome in our open office (just some minutes away from the beach!!) in Valencia, Spain, but you can also choose to work remotely (including a WFH allowance)


BYOD Purchase Assistance

  • Choose, purchase and own your preferred equipment with the help of our “bring your own device” assistance allowance.


Multicultural Environment

  • Our team players work and come from different countries, so we make sure to organise team gatherings and social events to spend time together, and you will also get a travel allowance to go and meet them.


Flexibility

  • We are a data and result-driven company with a start-up culture and flat hierarchy in which everyone can take ownership of their projects.

APPLY!

We’d love to hear from you. Please click “apply” to submit a resume. 

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