Customer Success Manager - French & English speaking (Sales Team) at Flanks

A little bit about Flanks

Flanks is a Barcelona-based fintech company focused on wealth management services. Its main product is a SaaS solution that helps financial advisors, family offices and other institutions to have a holistic view of their clients’ financial assets while using the latest scraping technology. We’re currently building the benchmark in the OpenWealth industry, and so far we managed to have compatibility with over 270 national and international entities.

Thanks to our clients, we continue to grow at a fast pace. We have already more than 300,000 aggregated portfolios spread across more than 270 entities and have positioned our business at break-even in less than a year. In August 2021, Flanks raised €2.3 million in an investment round led by JME Ventures and SeedRocket 4Founders Capitals. 
 

We are pioneers in the Wealth Management market globally, which will certainly grow a lot in the next few months and years. In addition, we already have significant growth globally, especially in the French-speaking part of Europe and Scandinavia. And for this reason, we are looking for a native French profile to carry out customer management, who is also willing to grow (personally and professionally) with us. 
 

Flanks’s values are:

• People first: To us, the most important thing is for “Flankers” to feel at ease, for them to get involved in a project and feeling part of the team.
• Keep growing: Our team believes that people growing in lockstep with the company is essential, both personally and professionally.
• Think twice, act once: We like to think about all the possible consequences on taking any decision that could affect the team or our clients.

If you’re looking to grow professionally, you’re a native French speaker, and you are a Customer Success-oriented person who loves challenges…  This is your opportunity!

About the role

To ensure that our clients receive the highest value from us, we support them at every stage of their lifecycle and provide them with an amazing customer experience. When leading the account management of our existing client portfolio, the Customer Success Manager plays a central role in this process.

• Reporting to our Head of Sales, Benjamin Parotte, the role that sits at the heart of the company. Giving the successful candidate an opportunity to work closely with the Tech, Product and Sales team, building technical knowledge and commercial skills in the process.
   
• Liaising with senior stakeholders such as CEOs, COOs or Wealth Management Directors, you will develop a deep understanding of our international corporate clients' business, onboard them, lead quarterly account reviews and own KPIs like product usage, support ticket close rates, contract renewals and customer satisfaction.

In addition, you will support them with day-to-day queries about their aggregation programs and take proactive ownership to optimize their usage of our solution, often working with colleagues from different departments within Flanks for a solution.

Responsibilities

• Review your clients' aggregation programs and run Quarterly Business Reviews to ensure their objectives are met, and they receive maximum value from our solutions.
• Manage the onboarding of the client: from proof of concept, integration overview and  increasing the connections' coverage.
• Manage critical customer situations both internally and with the client.
• Develop your assigned accounts and increase the usage of our solutions by identifying upsell opportunities, that you will realize together with Sales
• Be the voice of the customer in Flanks, requesting feedback and ensuring it is addressed and actioned internally.
• Support your clients in an effective, efficient and friendly way with some specific support topics on a day-to-day basis (about 50% of the role).
• Primarily responsible for clients in the French-speaking market (France, Luxembourg, Belgium, Switzerland). 

Things we'd love to see on you

• Strong communication skills with a native level of French and fluency in English (proficiency in other languages such as Spanish, Portuguese, German or any Scandinavian language will be a plus).
• Proven track record in serving corporate customers in. For example, a Customer Success, Sales, or demanding Customer Service role.
• Educational background in IT, Finance, Economics or Business Administration.
• Strong analytical skills and ability to work effectively across teams.
• Excellent client facing skills, experienced in building relationships and managing stakeholders.
• Great organisational skills with ability to work autonomously.
• A problem-solving attitude and resilience under pressure.
• Excited about learning new skills and developing your career in Customer Success.

What can we offer

We offer what we think is fair compensation for this role. In Flanks we say “people go first” and we mean it: we can promise you will not be left behind. We believe this is a really nice time to join the project, as we have a lot of challenges ahead, and you'll be an active part of this exciting journey. This is a full-time, permanent contract. This is a full-time, permanent contract.

A non-exhaustive list of perks includes:

💰 Interesting compensation system over performance

🏠 Office at 5 minutes from Plaça Espanya and Estació de Sants.

🔆 Flexible working hours under a hybrid work model

🎊 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 (optional)

😎 Team building events (optional)

🙀 Bank holidays swap inside the same month

🏥 Health insurance

💸 Flexible remuneration with Cobee (optional)

📚 Yearly training budget

If you think you meet most of the criteria described above, don’t hesitate to send us your CV and/or cover letter. We will be happy to hear from you! 
 

Flanks is deeply committed to diversity, equity and inclusion both in our hiring practices and in our experiences as a Flanks employee. We’re proud to be an equal opportunity employer, and encourage all applicants regardless of race, religion, or belief (if any), nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.