Account Performance Manager

About the job

Alma originally started out by serving Small and Medium Businesses (<1M€ turnover) and today 80% of our merchants still come from this segment. It is a strategic segment for Alma (and the small clients of today are also the big clients of tomorrow), thus, we need to maximise the volumes to make it a key performance driver in the long run.

The Account Performance Management team (3 people today) has a key mission to drive the growth and ensure the retention of a pool of SMB merchants. Thanks to prioritisation criteria, our Account Performance Management team will contact specific merchants to close upsell opportunities or manage negotiations to avoid churn.

On a daily basis, the Account Performance Manager (APM) will jump on calls with merchants (& write emails), optimise processes and highly collaborate with other teams (e.g. Product, Finance, Risk & Support) to constantly improve our solution and delight a long tail of merchants.

About the mission

As a Account Performance Manager, your missions will be to: 

• Deal with a pool of SMB merchants (Small & Medium-sized Businesses) with an at-scale approach
• Contact merchants with upsell opportunities and analyse their performance by digging into data to provide meaningful business insights and opportunities
• Share merchants’ feedback within the organisation to enable Alma to constantly better meet merchants’ needs
• Negotiation: contact at-risk merchants. Understand their needs and identify ways to address them to increase business performance and satisfaction

About you

Your experience

• You have at least 1-2 years of relevant experiences in similar functions 
• Fluent in French and a full professional proficiency in English are obligatory. Fluency in Spanish will be a huge plus!
• You have strong communication skills
• You have a sales mindset and are at ease at picking up the phone to talk to new people
• You enjoy negotiations & taking up new challenges
• You have analytical skills/mindset and ability to dig into data to draw meaningful insights
• You are eager to constantly learn & improve our solution in collaboration with other internal teams

Your skills

• Sales & lively
• Autonomous, curious and proactive
• Client satisfaction and impact-oriented
• Doer mindset, at ease with getting the hands dirty
• At ease in a very fast-paced environment
• Well organised and structured

About the recruitment process

• Phone interview with Recruiter (30 mins)
• Remote interview with Hiring Manager (60 mins)
• On-site / Remote Business Case Study presentation (60 mins)
• On-site Final Interview with VP Sales (30 mins) & team coffee chat (30 mins)