Customer Relationship Manager

viva.com is one of the most innovative and fastest growing payments acquiring technology companies in Europe and we are hiring a Customer Relationship Manager / Customer Success Manager / Key Account Manager to be a part of the Danish sales operations team to cover Denmark and develop your own customer portfolio and to further manage and coordinate all commercial and contractual aspects between viva.com and it's customers. You will work with viva.com customers to upsell our products and services, ensure compliance with existing contracts, oversee financial arrangements, manage operational account matters, and drive fruitful collaboration.

Why should I apply?

• Use your knowledge to build your own portfolio of customers and expand the Enterprise team.
• High growth opportunity to further boost your career within viva.com.
• Your successes, hard work and achievements will be recognized and rewarded.

Why viva.com

viva.com is Europe’s first acquirer powering merchant payments acceptance across 24 countries and 1.165+ devices. With an ECB approved banking license and presence in 24 European markets, viva.com’s Tap on Any Device technology for in-store payments, Smart Checkout payment gateway for online payments, and marketplace payment solution, help European businesses of any size to accept and manage payments how they want. All of viva.com’s technology is built in-house over MS Azure, and is fully scalable, supporting any payment checkout journey.

viva.com provides a seamless, conversion-boosting omnichannel payments platform, featuring acceptance of 40+ payment methods across 17 languages and 9 currencies. viva.com’s ever-expanding financial services' suite includes value added features such as Real-Time Settlement; Offline Payments minimising chances of losing a sale; a viva.com business debit card to manage corporate expenses, while reducing acceptance fees to as low as 0%; and Merchant Advance. 

Learn more at viva.com

Key Responsibilities

Customer Care and Relationship Maintenance

• Build and expand effective long-term relationships with customers to ensure high levels of satisfaction, profitable accounts and increasing revenues by upselling products and services.
• Build in-depth knowledge of our customers’ strategies, ambitions, businesses, technology, and operations to enable you to effectively network within the customer on various levels (IT, business, delivery, and executive management) and develop successful relationships with key decision-makers.
• Serve as the primary interface with viva.com customers acting as a first point of contact for all product and services opportunities and challenges.

Problem Solving and Advising

• Assist customers in resolving issues that may arise in the collaboration and respond quickly to complaints or concerns.
• Advise customers on how to optimize their use of the company’s products or services to gain maximum value.
• Proactively work to improve the customer experience and ensure their success.

Analysis and Reporting

• Analyze customer data and feedback to understand customer needs and produce reports showing the status and development of relationships.

Coordination and Collaboration

• Coordinate Delivery, Service, Solutions and Technical Teams to effectively engage with the customer to maximize satisfaction, revenue, and profitability.
• Participate in internal meetings to convey customer feedback and influence product development or service improvements.
• Ensure all teams work toward common goals regarding customer satisfaction and loyalty.

Contract Management and Follow-Up

• Monitor deadlines and quality standards to ensure they are met.
• Follow up after project or delivery completion to ensure continued satisfaction and identify new opportunities.
• Increase share of wallet by identifying opportunities and promoting and proposing new products or services to our clients.
• Actively engage in account planning activities and ensure opportunity management and customer account plans are updated regularly in viva.com’s CRM – systems.

Networking and Representation

• Work effectively with key stakeholders within viva.com to ensure a coordinated and effective approach to address customer needs, requests, queries, and issues.
• Attend conferences, seminars, and networking events to represent the company.
• Position the company as a trustworthy and reliable partner within the industry.

Requirements

• A minimum of 5 years of relationship managing or key account sales experience
• Knowledge of acquiring, issuing and private banking domains is.
• Ability to actively listen and convey messages clearly and persuasively.
• A genuine interest in understanding customer needs and creating value for them.
• Ability to negotiate beneficial agreements and resolve conflicts.
• Ability to analyze customer data and present strategic insights.
• Creativity and efficiency in finding solutions to challenges, both for the company and its customers.
• Ideally a Bachelor's/Masters specializing in Business / Banking / Computer Science related disciplines.
• Speak and write English on a fluent level and Danish on a native level.

Benefits

• A competitive salary (based upon your super skills and experience).
• A full-time indefinite contract.
• Personal performance bonus.
• Relevant and refresh training related to your role.
• Opportunity to work closely with a highly motivated team in a dynamic and fast paced environment.
• Freedom to create you own network and the possibility to expand your horizons.
• Opportunity to work in an international fintech company with a large cultural diversity.
• Acquiring excellent knowledge in the payment and banking industry.
• Opportunity for career development and progression.