We are looking for a growth manager that plays a key role in the company and is responsible for putting the client at the center of everything we do, make their journey easy, and provide essential value in the moments that matter throughout their journey. The goal is to turn our clients into our first sellers, being proactive and keep up with competition while finding new lines of revenue. This role report to the Head of Marketing.

Responsibilities:

• Ensure clear definition of customer success criteria and outcome expectations that drive value and ROI

• Brand advocacy and satisfaction: responsible for creating and executing a strategy aimed at satisfaction, quality of service and product. This includes the following aspects:

          + Improve reputation on forums, trust notes and testimonials)        + Scoring (quality of what we do, what we say, how we look like and are perceived) on each touch point of the journey        + Feedback and success story capturing programs from our VIP clients to long tail (panel, 1on1, lunch..)        + Creation of success stories that show how current clients use MANGOPAY to solve their problems

• Support Reference: work closely with the support team to have a full coverage on social media and forums on both support questions and other questions in a timely manner.

• Partner program: incentivize partners to actively promote MANGOPAY

          + Review current program and responsable to improve it        + In charge of the budget and monthly reporting        + Program execution through CRM (Pardot) and other necessary tools and events

• Referral program: incentivize clients to actively promote MANGOPAY

          + Research competition on programs        + Get client feedback and identify clients to work with by breaking them into segments        + In charge of proposing a program with budget and executing on it while on a timely manner report on it to stakeholders         + Program execution through CRM (Pardot) and other necessary tools

• Affiliate program: incentivize influencers to actively promote MANGOPAY

          + Research competition on programs        + Get client feedback and identify clients to work with by breaking them into segments        + In charge of proposing a program with budget and executing on it while on a timely manner report on it to stakeholders         + Program execution through CRM (Pardot) and other necessary tools

• Service customer satisfaction: responsible to identify the customer satisfaction for services from the different teams and departments and create best-practises to increase this along with a clear plan of action with KPI’s that is monitored and tracked accordingly. You will be responsible for moving the teams forward to a common goal.

• Analysis of our global churn: identifying where the churn lies, reasons and create and execute a cross-team plan of actions to reduce.

• Long tail engagement: responsable to identify how to engage with our long tail business from workshops to webinars and other opportunities

• New lines of revenue: get client feedback, test on additional charges (freemium vs features)

• Partner and continually funnel expectations with stakeholders (sales, technical support, product, offer team, etc.) to deliver on a seamless customer experience.

• Work closely with mainly our marketing and product offer team to ensure priorities are aligned.

Our ideal candidate is a professional that is curious about Fintech and payments and has a desire to make organisational changed to ensure the best user experience.

Requirements:

• Strong customer-oriented mindset
• 2+ years successful track record in a sales / customer success / account management
• Work experience in B2B, FinTech and/or payment solutions
• Strong communication skills in both English and French
• Strong ability to communicate with confidence, integrity and compassion via phone, email and in-person with both internal teams and clients.
• Strong attention-to- detail, ability to multitask, and manage time. This is a fast-paced role that requires organization and a self-starter approach.
• Experience working in a start-up or entrepreneurial environment is a plus
• Experience with working in a cross-functional role with multiple stakeholders
• Strong analytical or data science experience or background
• Metric and KPI oriented

Once you apply with your cv & motivation letter and are selected, you will have an interview with the Head of Marketing, VP growth and the CEO.