Junior Customer Success Manager

📌 Core Information

🔹 Job Title: Junior Customer Success Manager

🔹 Company: SumUp

🔹 Location: Barcelona, Catalonia, Spain

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Conducting POS training webinars and ensuring the activation of card reader accounts
• Engaging in proactive activation calls to encourage merchant transactions
• Building and maintaining strong merchant relationships
• Identifying upselling and cross-selling opportunities

ASSUMPTION: The role focuses on enhancing client engagement and satisfaction through proactive customer service strategies and detailed product knowledge.

📋 Key Responsibilities

✅ Conduct POS training webinars and ensure the activation of card reader accounts and other products

✅ Make proactive activation calls to encourage merchants to start transacting with necessary products

✅ Retain and grow the merchant portfolio by leveraging existing relationships to identify upselling and cross-selling opportunities

✅ Handle merchant complaints and escalations, collaborating with support and other departments to resolve issues effectively

✅ Monitor take rate, usage, and health score data to ensure retention and address churn by understanding merchant concerns

ASSUMPTION: Responsibilities include a mix of client training, support, and upselling, requiring a dynamic approach to customer engagement.

🎯 Required Qualifications

Education: Not specified

Experience: At least 1 year of experience as a Key Account Manager, Customer Success Manager, or Sales Agent

Required Skills:

• Proficiency in Italian, Spanish, and English
• Strong organizational skills
• Experience in sales and upselling

Preferred Skills:

• Prior experience in FinTech or related industries
• Knowledge of POS systems

ASSUMPTION: Given the bilingual requirements, candidates are expected to communicate effectively with a diverse range of clientele.

💰 Compensation & Benefits

Salary Range: Not specified; compensation aligned with industry standards for similar roles within the FinTech sector in Barcelona.

Benefits:

• Work with SumUppers globally on large-scale fintech products
• Commitment to Diversity and Inclusion
• Restaurant tickets (Edenred)
• A dedicated annual L&D budget of €2000
• 30 Days Sabbatical after 3 years
• Referral Bonus

Working Hours: 40 hours per week, with specific flexibility not detailed.

ASSUMPTION: Benefits imply a supportive and development-oriented work environment.

📌 Applicant Insights

🔍 Company Context

Industry: Financial Services, focusing on innovative payment solutions for small businesses.

Company Size: 3,606 employees, providing a collaborative environment with numerous opportunities for professional growth.

Founded: 2012

Company Description:

• Trusted partner of over 4 million merchants globally
• Committed to empowering small businesses through simple and affordable tools
• Awarded top global employer for diversity and inclusion

Company Specialties:

• Mobile payments
• Digital payments
• Point of sale systems

Company Website: https://sumup.co.uk

ASSUMPTION: The company’s global reach and recognitions suggest a stable and forward-thinking environment.

📊 Role Analysis

Career Level: Junior level, providing substantial learning and advancement opportunities.

Reporting Structure: Typically reports to a Senior Customer Success Manager or a similar role.

Work Arrangement: On-site, fostering team collaboration from the Barcelona office.

Growth Opportunities:

• Professional development budgets
• Potential role expansion through performance
• Exposure to global market operations and fintech solutions

ASSUMPTION: The on-site work arrangement facilitates better integration into team dynamics and organizational culture.

🌍 Location & Work Environment

Office Type: Modern office setting with open-plan design to encourage collaboration.

Office Location(s): Office situated in vibrant Barcelona, a major tech hub in Spain.

Geographic Context:

• Access to a wide range of cultural and recreational activities
• Thriving tech community with numerous networking opportunities
• Infrastructural amenities conducive for expatriates and locals alike

Work Schedule: Typical full-time schedule; specifics of flexibility not provided.

ASSUMPTION: The office location in a known tech hub suggests ample opportunities for professional networking.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial phone screening
• Interview with Hiring Manager

Key Assessment Areas:

• Language proficiency in Italian, Spanish, and English
• Sales and upselling capabilities
• Client relationship management skills

Application Tips:

• Highlight multi-language proficiency prominently in your resume
• Demonstrate your experience in sales and customer management
• Showcase any relevant experience with POS systems and fintech tools

ATS Keywords: Customer Success, Sales, Client Relationships, POS Training, Problem Solving

ASSUMPTION: Emphasis on language skills suggests that communications throughout the recruitment process will test these abilities.

🛠️ Tools & Technologies

• SumUp POS systems
• CRM software tools
• Data monitoring and analytics platforms

ASSUMPTION: Role requires proficiency with CRM and data tools to track client interactions and performance metrics.

👔 Cultural Fit Considerations

Company Values:

• Empowerment of small businesses
• Commitment to diversity and inclusion
• Focus on innovation and collaboration

Work Style:

• Team-oriented and collaborative
• Results-driven with continuous learning focus
• Proactive in client engagement and solutions development

Self-Assessment Questions:

• Can you communicate effectively in multiple languages?
• Do you thrive in a fast-paced, client-centered environment?
• Are you proactive in identifying and leveraging business opportunities?

ASSUMPTION: The company culture leans heavily on collaboration and diversity, expecting employees to contribute positively to these dynamics.

⚠️ Potential Challenges

• Meeting sales and upselling targets consistently
• Navigating diverse client concerns and escalations
• Balancing multiple tasks and priorities effectively
• Adapting to product and industry changes rapidly

ASSUMPTION: Success in this role requires strong adaptability and problem-solving skills to address diverse and evolving client needs.

📈 Similar Roles Comparison

• Higher language requirements compared to general customer service roles
• Emphasis on product training and client engagement
• Focus on driving sales through existing customer bases

ASSUMPTION: Candidates from customer service roles with bilingual skills might be well suited for transition to this position.

📝 Sample Projects

• Executing a successful POS training webinar series for new clients
• Designing a merchant upsell strategy that increases product usage
• Developing a comprehensive feedback loop to address common client issues

ASSUMPTION: Projects will likely involve collaboration with different departments to ensure comprehensive client solutions.

❓ Key Questions to Ask During Interview

• What metrics define success in this role?
• How does SumUp support professional growth and development?
• Can you describe the team dynamics and collaboration processes?
• What are the expected challenges in managing client relationships?
• How does SumUp foster an inclusive workplace environment?

ASSUMPTION: These questions help gauge the applicant's interest in growth and understanding of corporate culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the SumUp careers page.
• Ensure your resume highlights multilingual capabilities and relevant experience.
• Prepare for a potential language proficiency assessment.
• Follow up with a personalized cover letter.
• Research SumUp's products and market presence to enhance interview discussions.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.