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Customer Success Representative

Entry Level

Trintech | Customer Success | London, England

At Trintech, we’re a passionate global team of finance professionals, domain experts, software and product specialists, international sales and marketing professionals, global service and customer support teams, finance consultants and experienced managers who keep global companies running 24/7 in 41 countries. And we are rapidly expanding our team to keep pace with global demand for our Record-to-Report solutions.

 

Opportunity:

As a Customer Success (CS) Representative, you will engage independently with customers to deliver a range of comprehensive customer services aligned with Trintech’s global CS strategy. You will draw on your front-line customer experience to take the lead in business needs analysis and help facilitate the delivery of services to a dedicated set of customers within the Europe region. You will work with the Customer Success and Account Development teams to provide a consistent customer experience and will report to the Customer Success Manager, Europe. Personal achievement in the role will be measured against a set of Key Performance Indicators (KPI’s) which will be reviewed on an annual basis.

 

Key objectives:

 

  • Work with the Customer Success Manager, Europe to help deliver on our strategy for the region
  • Be responsible for a number of our client relationships, serving as one of the primary points of contact for our customers
  • Reach-out to clients proactively to keep up to date with their needs
  • Monitor Net Promoter Score (NPS) throughout our customer-base to ensure we are continuously delivering exceptional customer experience
  • Design communication strategies to ensure Trintech Customers are aware of new product versions, features, and other internal developments
  • Work with Account Managers to facilitate the contract renewal process
  • Deliver and maintain internal projects aimed at improving our CS initiatives, including but not limited to designing methodology to monitor customer health, implementing customer success software, organizing focus groups and further design of success programs
  • Create strong and lasting relationships with customer personnel with the aim of creating advocacy within your defined customer set
  • Promote a “customer first” environment
  • Become a trusted advisor to Trintech’s internal departments and influence our broader activities to incorporate the requirements of Customer Success
Skills & Requirements

Essential Experience & Abilities:

  • A minimum of 3 years’ experience in a customer facing role, preferably in finance or software
  • Be able to effectively communicate in verbal and written formats with all stakeholders
  • European language skills desired but not essential
  • Strong work ethic and customer service mindset
  • Willingness to travel, at times up to 25% per month