Customer Success Manager

Task title: Customer Success Manager for TERMS.tech

PO number: 4500023084

Location:

• Brussels
• Remote location possible (this over-rules the stipulation in the Framework contract that “The Freelancer undertakes to provide the Services at the premises of the Customer …”)

Who you are: an experienced customer success professional with knowledge of banking, fintech or payments who knows how to create positive customer experiences, strong relationships and brand loyalty.

Who we are: a major fintech / tradetech innovation, bringing delayed payment terms to a variety of players in the B2B ecosystem. Our product, Terms.Tech, is part of a suite of offerings from AREA42, whose mission is removing friction from trade through fluid and risk-savvy solutions.

Who our prospects are: business owners and senior leaders of B2B ecommerce platforms and marketplaces who seek to improve cash flow for their business and their customers through delayed payments.

Task objectives:

As the Terms.Tech strategic account executive, you ensure our new customers experience a smooth transition from sales prospect to satisfied customer and you maintain a high level of customer satisfaction throughout the account lifecycle. 

Your responsibilities as the strategic account executive are as follows:

• Coordinate with the key partners and departments, such as Digiteal and Marjory, risk and legal, to obtain inputs and feedback necessary to close deals with sales prospects. Examples include:

  • Provide bid creation support to the sales representative

  • Transmit and manage requests for credit decision assessment

  • Prepare documentation necessary to obtain approval from the Credendo Executive Committee

  • Request approval from Credendo’s legal team to modify contracts when needed

• Build trust through positive, productive relationships with the customer. 

• Identify key stakeholders and user roles among the customer’s team (e.g. decision makers, end users, developers, marketing, etc.) and approach each with respect to their individual needs and priorities. For each account, you know who to contact and when to contact them.

• Co-create an implementation plan for the customer, coordinating with key partners and departments, such as Sales, Engineering, Operations, Risk and Legal, to obtain inputs and feedback necessary to ensure a successful integration.

• Train customers on all relevant tools and systems. 

  • Only teach the relevant tools and features necessary for the customer at their current stage of integration (create the shortest path to value). 

  • Remain available to provide additional training at the point of need.

• Provide training and marketing materials where appropriate. Create new materials as needed.

• Identify opportunities to cross-sell and engage the appropriate sales partners to increase adoption of partner products.

• Leverage strategic insights to identify upselling opportunities within our customer base, driving revenue growth.

• Create and continuously improve strategic approaches for boosting revenue from our existing clients.

• Check in regularly with the customer to obtain feedback on the product and the customer experience.

• Maintain a constant feedback loop between the customer and the product manager.

• Lead cross-functional task forces to resolve customer issues.

• Drive event promotion efforts, representing Terms.Tech at industry events to boost brand recognition and customer engagement.

• Collaborate within the marketing taskforce to execute inbound marketing campaigns, driving lead generation and revenue growth.

• Partner with marketing support on content generation initiatives, measuring the impact of these initiatives to generate inbound MQLs.

• Monitor account KPIs and escalate when performance is below standard

  • wallet share (how much of the platform’s volume is processed by Terms.Tech)

  • onboarding rate (how many of the platform’s customers have signed up for Terms.Tech)

  • disputes & reversals

  • delinquencies, collections rate, bad debt ratio, fraud ratio

• Work with leadership to develop organisational goals.

• Provide back-up to the sales representatives as needed during their absences.

Performance Measures

• Customer satisfaction 

• Time from signing to integration or “go live”

• Number of product, policy and process improvements

• Value of cross-sales

• Share of wallet

• Buyer (and seller) onboarding rates

Qualifications:

• Demonstrated proactive leadership in a customer success role

• Enthusiastic interest in technology and/or finance

• Knowledge of online payments, SEPA Direct Debit, SEPA Credit Transfer, Request-To-Pay, plus an understanding of B2B and international online payments is preferred

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams

• Proficiency with Google Workspace is preferred

• Attention to detail, organisational skills, and ability to manage multiple projects simultaneously

• European VAT number required

Salary range:

• 250-900€/day
• Job subject to contract via proUnity (AREA42 procurement platform), with monthly timesheets and invoicing
• Invoices should be CC to invoices@area42.tech

Work hours, travel requirements, etc.:

• Work up to 230 days for this SoW. As a freelancer, you are free to choose when you wish to work with AREA42 or to take holidays.
• Travels to support the development of the SoW (occasionally when requested by AREA42) (travel to be arranged and cost carried by AREA42)
• For administrative simplicity all travel assignments are arranged by AREA42 and also the costs are carried directly by AREA42.

Company description: AREA42

 AREA42 vision:

We work in a smooth B2B trade environment empowered by new technologies

At AREA42, we create, innovate, and manage solutions for a fluid, risk-savvy trade environment. We support companies who want to recode trade for the digital era.

Together with disruptors, technologists and visionaries, we build a more fertile trade environment. We co-design ambitious visions. We experiment and launch new solutions. We turn innovations into new growth engines.

We are backed by Credendo, the Export Credit Agency from Belgium and the most trusted leader in trade credit insurance and surety bonds.

​AREA42 Focus:

Our current investment thesis revolves around big untapped opportunities related to:

·      Platforms and marketplaces,

·      SMEs and freelancers,

·      Innovative credit data and machine learning,

·      Blockchain and other new trade paradigms.

For us, success can be measured in the upgrades we offer to trade ecosystems. We do not see technology as an objective in itself, but we believe it is key to unlock radical improvements for trade and accompanying risk. We take inspiration from diverse universes. We try to hack things, fail sometimes, learn always, and thrive when we co-innovate with partners who share our passion.

AREA42 Structure:

AREA42 is an ecosystem with 2 highly complementary zones: AREA42 innovation lab and AREA42 accelerator. Each zone contributes to a successful AREA42 innovation ecosystem.

·      Our innovation lab aims at growing a high-quality network of trusted partners, open to co-innovation and passionate about upgrading trade; it takes a lean start-up approach to experiment with new ideas and incubate them to become validated product concepts with a market fit. The learnings, successes and failures contribute to the feedback-loop and is shared with our innovation community.

·      Our accelerator works like a growth factory. We take validated product concepts and turn them into new lines of business. Our accelerator team works with the same powerful means as the best high-growth start-ups in order to scale the most ambitious ventures in trade.

Our first basecamp is Brussels, but our playground is Europe and the world.

AREA42 Culture:

We are a diverse team based on 3 important values: respect, curiosity, and boldness. We believe in mutual trust, entrepreneurship, collective creativity, technological excellence and solid execution. For us, these values are essential to creating high-impact innovations, which we need to deliver successful long-term growth, which will help spread an innovation culture in trade.

Often, we do not know exactly what we are building. However, we always start with an exciting vision and we iterate as fast as possible to confront it with reality. We have faith in the science of experimentation and in the lean start-up approach. We invite and welcome innovators of all kind to contribute and to have an impact. We share together the benefits of our successes.