Junior Customer Success Manager

Juni who?  👋

We’re Juni. Born on the West Coast (of Sweden). Built for flexible working. And busy building a future where digital commerce is free from financial barriers. Want to be a part of it all?

What we do  🤔

At Juni, we’re building the future of banking. We want to help businesses do more with less and get access to the financial tools they need to operate, grow, and win globally.

How & why we do it  🚀

We give our people the same thing we’re building for our customers: freedom. Freedom to be 100% yourself. Freedom to explore your potential and what’s more – make the most of it. We truly believe we’re making the world a better place for online businesses, and we want you to be a part of that mission.

Responsibilities  👏

In this role, you’ll:

• Proactively manage a book of circa 100 customer accounts; accountable for customer and revenue expansion and retention, proactively mitigating churn, and driving stickiness across all your customers accounts

• Plan and lead customer onboardings: closely collaborate with Sales to ensure quick and efficient handovers of new customers to successfully set them up for success on the Juni platform 

• Seller mindset: identify revenue growth opportunities across your accounts and collaborate with Account Management to close upsell and cross-sell deals. Hold customers accountable to their contractual commitments ensuring revenue retention, revenue growth and feature adoption

• Ensure your customers are seeing a return on investment from the Juni platform, driving full adoption of features and products

• Be an ongoing source of education for your customers, establishing best practices within the Juni platform, consistently delivering exceptional customer value

• Drive advocacy, loyalty and retention through maintaining high customer satisfaction 

• Make data-driven decisions to identify accounts that are at risk of churn

• Collaborating cross-functionally with various teams (e.g. Sales, Product, Legal, Engineering) to ensure a first-class customer experience

• Deep understanding of the intricacies of our products, services and the wider industry

• Voice of the customer: ensure you are advocating for your customers, being the bridge between the customer and product, impacting our future product roadmap and highlighting customer feedback on feature improvements

• Proactively share ideas and feedback on local trends including competitor insights and customer needs

• Take a proactive approach on customer service and problem-solving whilst providing exceptional customer care

• Swiftly respond to all inbound customer queries, ensuring they are resolved in a timely manner 

• Proactively troubleshoot and escalate customer issues to relevant departments where appropriate to ensure they are dealt with promptly 

• Deep collaboration with other departments (e.g. CreditOps and FinCrime) to successfully execute on all outbound requests to customers via email or telephone within the given SLA

Tooling ⚙️

• Slack

• G-suite

• HubSpot

• Gong.io  
  

Qualifications  👑

What we need to see

• 2+ years experience in a B2B Account Management, Relationship Management, Customer Success or Customer Service role in the FinTech and/or Payments industry.

• Good knowledge of today's major e-commerce and payments technologies, players, and major up-and-coming trends

• Knowledge of Google ads, Facebook ads, dropshipping, Ecommerce and Affiliate Marketing

• Effective communicator with the ability to explain technical concepts in layman's terms

• Always striving to go the extra mile to deliver exceptional customer service 

• Strong commercial acumen, with the ability to identify commercial opportunities

• Keen problem solver who doesn’t shy away from resolving issues

• Advocate for customers internally - you are a bridge between commercial and product

• Have outstanding analytical skills, are commercially and financially savvy

• Dynamic approach, adapting to changing requirements with the ability to manage multiple tasks concurrently

• Native or Business-level fluency in both Swedish and English - another European language is an added bonus! 

What you will need to succeed

• A positive mindset with a focus on finding solutions and a willingness to do whatever it takes to deliver results

• Grit and resilience with the ability to stay calm under pressure, you must be someone who thrives in a dynamic environment and can easily context switch

• A highly collaborative team player, you will excel at building cross-functional relationships 

Your people 👥

Our team is as ambitious as our amazing customers. We aim high and we move with speed to make our vision a reality. We care deeply about building a better future for our customers and each other. Here, you can work with people at the top of their game and who didn’t get there by playing games. You can help us create a whole new category in financial services.

Your benefits  😍

We’re freedom-first. Transparent. Caring. Empowering. So our benefits are too.

• We work hybrid. We'll see you in one of our offices in Stockholm or Gothenburg at least two days per week.

• Swap 2D for 3D. Meet all Junis IRL at the company onsite each year.

• Diversity is at our core. We're part Swedish. Part Canadian. Part French. Part Indian. Part Italian. Part British. Part Portuguese. You get the idea.

• Great players can stay great players. Progress your career whether you choose to manage people or not.

• Stock options. We can’t promise you’ll make a fortune. But we’ll give it our very best shot.

• Vacation days. 30 days contractually. Unlimited in policy. Awesome.

• Private Health insurance. You know. Just in case.

The process  📅

CV screening > Get to know us call > Team interview(s) > Values interview > Offer (for some roles we’ll include a task, but we’ll notify you if this is the case)