Senior Specialist, VIP Relationships

Your mission

As a Customer Success Manager, you will be responsible for building and managing long-term relationships with our VIP B2C customers, as well as ‘horizon scanning a wider customer base to develop potential opportunities into successful long-term growth. You will work closely with our Operations, Product & Country teams to support Bitpanda’s strategic aspirations with accountability for customer satisfaction, adoption, retention, experience and growth.

What you’ll do

• Provide unrivalled Customer Success Management by building strong relationships while focusing on delivering both customer and business outcomes.
• Attend and host local events, representing the company in the highest possible regard, ensuring user satisfaction and post event follow-up to realise ROI.
• Leverage our data and insight, ‘horizon scanning to intervene at critical moments in the customer journey.
• Proactively manage and improve customer and business KPIs for your accounts, such as trade activity, deposits, withdrawals, product adoption, CLTV, NPS, CSAT to identify trends and increase share of customers wallets.
• Actively identify opportunities and proactively present tailored solutions that align with customers evolving needs, driving additional value for both the customer and the business.
• Comprehensive knowledge of brand, site, promos and rewards.
• Maintain a level of commercial and industry awareness whilst ensuring the company meets all responsible standards.

Who you are

• Hold a strong profile as a proven Customer Success Manager, Digital Customer Success Manager, Account/Relationship Manager, Sales Manager or equivalent who is passionate about the customer, the product and your peers.
• Demonstrate an understanding of business and customer KPIs with a track record of delivering value against those while being able to draw on strong analytical skills, ability to convert data to actionable insight, success plans and deliverables.
• Ability to lead from within and create momentum and engagement to take actions to deliver customer/business results while building internal and external relationships.
• Work independently, take appropriate responsibility for actions and make sensitive decisions.
• Native French speaker with fluency in English. Ability to communicate in a clear, engaging and professional manner. Other languages are a plus.
• Having an interest and knowledge of crypto with previous experience in a crypto or gaming environment is advantageous.

What’s in it for you

• We’re proud of our flexible working model that includes 2 days (minimum) working from the local Hub, plus 60 Work From Anywhere days annually.
• Total compensation package including participation in our Bitpanda stock option plan.
• Competitive benefits programs and policies shaped by our flexibility-first philosophy.
• Exclusive premiums when trading on Bitpanda.
• Company-wide and team events — both in-person and virtually!
• Bitpanda swag to keep you living the brand.
• And, above all, the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform.