Customer Success Manager

Stenn is one of the leading FinTechs in Europe and a category leader in the verticals and markets it operates in. Founded in 2015, Stenn’s purpose is to connect international SMEs to the global financial system, helping to bridge a reported $3.6 trillion (USD) financing gap through a fast, simple online platform. To date, Stenn has enabled over $18 billion (USD) of finance to SMEs in 3 verticals and 4 markets, with capital provided by several blue-chip banks and institutional fund managers across the globe. 

Rapid expansion continues at Stenn, as under-served SMEs seek financing solutions to manage significant macroeconomic and supply chain disruption; and this follows our $50 million Series A fundraise in 2022, valuing Stenn at $900 million.

Our HQ is in London with employees across the globe, including the USA, Europe and China. We are made up of diverse, highly skilled professionals who work in an innovative way to develop and drive our business further. Our people are empowered to work autonomously through a trusting leadership style which encourages learning.

About the company

Founded in 2015, Stenn International Limited is a rapidly growing FinTech with over $18 billion (USD) in total invoices financed. We are the leading company providing cross-border financing to Small and Medium Enterprises (SMEs) in 70+ countries. Our proprietary software facilitates trade deals between sellers and buyers. The platform is designed to support businesses accessing capital required for continued operations and growth. 

 

About the team

The Customer Support and Success organisation is responsible for delivering the best-in-class customer experience. We address, quickly and efficiently, day to day queries and establish long-term, strategic relationships that help our customers to drive value from our platform. Internally, we partner closely with Revenue, Risk, Legal, Finance, Operations and Technology to support customers with their needs, advise on the development of new products and implement platform optimisations. 

 

The role

We are looking for team members to join our Customer Success Team who are passionate about building strong relationships that bring value to our customers. Customer Success Managers are key in increasing customer satisfaction and ensuring delightful experiences.

 

Within one month, you will have learned about the specifics of international trade finance, familiarised yourself with our processes, structure and be able to manage basic queries from our clients.

 

Within three months, you will have gained extensive knowledge in all aspects of our business operations and will be allocated to the first clients you will be responsible for. You should be able to help address their queries and start creating a long-term relationship that is beneficial to both parties.

 

Within six months, you will be proficient in understanding our business operations and addressing customers queries quickly and efficiently. You will have created a strong relationship with the clients you have been allocated and will be helping them to increase utilisation and adoption to drive value from our platform. You will be able to provide feedback on potential optimizations for our operating model that will increase customer satisfaction and process efficiency.

  

The successful candidate

You will be open, organised, customer driven and detail-oriented. You will take pride in your work ethic and be eager to take part in writing the company's success story. You will embrace a flexible mindset and be dedicated to continuous learning. 

 

Main Duties:

• Build deep relationships with assigned portfolio
• Increase customer satisfaction, customer retention and referenceability
• Expand the usage and adoption of our platform
• Help customers to leverage our application to maximise value
• Understand and propose innovative solutions to address business needs
• Collect customer feedback and identify process/platform optimisations
• Coordinate with other teams to turnaround client requests and issues
• Build a strong business relationship with internal teams
• Review and action CSAT / NPS feedback
• Be the internal customer advocate

 

Required Skills / Competencies:

• Bachelor’s degree, a professional qualification from an internationally recognised body or equivalent work experience
• At least five years of experience in similar roles, ideally within finance and/or FinTech
• Strong commercial awareness and negotiation capabilities
• Excellent organisational and communication skills, both written and oral
• Ability to prioritise and manage time independently
• Focused on exceeding customer expectations
• Experience working and presenting to C-level executives
• Able to understand the big picture, pay attention to details and find solutions to complex problems
• Knowledge and understanding of CRM tools
• Mandatory proficiency in English and Spanish
• Fluency in either Portuguese or French are a big advantage
• Any other languages are a plus
• Should be committed, highly motivated, perform at a high standard, have a ‘hands-on’ approach to work and display a calm and professional manner when dealing with both internal and external stakeholders

 

Life at Stenn:

• Growth and Learning: Constantly expanding with opportunities for professional and personal development.
• Positive Global Impact: Democratizing access to capital for businesses worldwide, driving customer success.
• Dynamic Fintech Environment: Rapid technological advancements and exciting sector changes.
• Inclusive Culture: Celebrating diversity, fostering a sense of belonging, and valuing unique perspectives.
• Collaborative Success: Embracing innovation, teamwork, and celebrating achievements to drive continuous growth.

 

Benefits:

• Health Insurance: Your well-being is our top priority, with comprehensive health coverage to ensure you stay healthy and secure.
• Continuous Learning: We care about your career progression. Enjoy access to Udemy for ongoing professional development and skill enhancement.
• Performance Bonuses: We recognize and reward your hard work and dedication with performance-based bonuses.
• Hybrid Working Model: Flexibility matters! Benefit from a flexible work environment that combines remote work with three days in the office, centrally located in Urquinaona.
• Team Activities: We foster a great atmosphere with regular social events and activities to build team spirit and collaboration.

We appreciate the support recruitment agencies can provide, however our in-house team do not require any 3rd party assistance at this time. 

At Stenn, we believe that every team member deserves to feel like they belong. We foster a culture of inclusivity, respect, and collaboration where everyone's unique perspectives are valued. Join us and be part of a team where you can thrive and grow, both professionally and personally.