Customer Success and Business Support Manager

Banking is moving out of banks and becoming a part of customers’ daily digital lives. Inbank’s financing solutions are embedded seamlessly into the shopping journey of 5,000+ retailers. This helps our merchant partners grow their businesses while end customers benefit from a frictionless shopping experience wherever they are. With a focus on innovation and growth, we are looking for talented people to join our team of 300+ people working across our offices in Estonia, Latvia, Lithuania, Poland, and the Czech Republic.

We are looking for a positive and sharp Customer Success and Business Support Manager. This varied and interesting role will involve a wide range of Operations, Project Management, and Business Support duties. This is an ideal role for professionals that want to experience the process of building a strong team, enjoy problem-solving and create the best customer experience in Inbank. 

We are a team where professionalism and orientation toward the result allow us to achieve the set goals. Join our team, and you will be responsible for Vilnius region sales growth and maintaining relations with partners, consulting and training them.

Job Responsibilities:

• Setting and seeking high standards for all aspects of the Customer Experience;

• Work with the support team to resolve customer problems quickly and efficiently;

• Collaborate with cross-functional teams, including sales, product, marketing, and engineering, to ensure a seamless customer experience;

• Creating, updating, maintaining, and improving the central knowledge base;

• Working together with Customer Support, Sales team to understand the root cause behind poor customer experiences and take the necessary steps to remediate these detractors;

• Use data-driven insights to improve customer experience strategies and processes;

• Share customer experience insights and trends with internal stakeholders to drive continuous improvement;

• Working together with Customer Support Team Leads to update new training material and schedule sessions when required;

• Consulting with Product Owners to map out any upcoming changes that will affect the quality of service provided to users on client support;

• Lead the Customer Support Department in Lithuania;

• Leading different support units (Telesales, Customer support, Debt collection) and improving their performance, towards business and customer needs.

What you can expect from us:

• A professional and friendly team that likes to share its best practices;

• Fun activities with colleagues (from table football tournaments to skiing in Italy);

• Additional health insurance or Stebby app;

• An interesting and challenging work environment with opportunities to develop professionally and plenty of start-up spirit;

• Learning and development budget;

• Hybrid working model;

• Comfortable and pet-friendly office based in Vilnius;

• Various Inbank and partners discounts and offers;

• Additional vacation days;

• Starting from 4000-5000 Eur gross.

• Bachelor's degree in business, or related field and 3-5 years of work experience as a Customer Success Manager;

• Proficiency in data analysis and reporting tools to track customer success metrics and generate insights;

• Ability to identify upselling and cross-selling opportunities based on customer needs;

• Experience in managing remote teams would be as advantageous;

• Analytical skills;

• Problem-solving skills;

• Strong stakeholder management skills;

• Strong skills in working with people and human resource management;

• Excellent Verbal/Written Communication skills in English and Lithuanian;