Customer Success Apprenticeship
swan.io
- Paris
- Stage
- Temps-plein
- Support a CSM in managing their portfolio of partners across Europe. Help them to nurture relations with our partners (customers), advise them on how to optimize product usage, provide solutions to different use cases, and escalate feedback to our Product team.
- Help answer partner’s questions about the product, processes, and operational issues.
- Understand our customer’s needs, monitor key metrics on accounts, and contribute to action plans to improve customer satisfaction.
- Maintain great relationships with existing and new partners.
- Contribute to the Swan Academy project in collaboration with different teams (Technical Writer, Product team) to improve the existing training program that the CSM team delivers to partners
- Attend training sessions for our partner’s Ops teams
- Assist the CSM team with the day-to-day partner management strategy as an additional point of contact for the partner's Ops (Support, CSM, Onboarding) and Product teams
- Participate in live partner pipeline reviews with the partner-facing team (SSAM, CSM, TAM)
- Analyze key metrics across Support & KYC to take proactive actions to improve operations with partners (Continuous training, new processes…)
- Attend Ops reviews that the CSM team leads with their partners on a quarterly basis.
- Collaborate with different teams across the organization to ensure we are meeting our partners’ needs.
- You are looking for a 1 or 2-year apprenticeship in a fast-paced work environment.
- You’re a current or recently graduated student from a master's program focused on Customer Success Management, Client Relations, or Account Management.
- Ability to understand technical concepts, especially APIs.
- Passion for startups, new technology businesses, and Fintechs.
- Strong interpersonal skills, excellent team player, and fun to work with.
- Excellent working abilities in English. French are a plus.
- Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door.
- Swan encourages you to have fun staying fit, thanks to partnerships with Classpass & Gymlib.
- We respect your lunch break. Mid-day free-time is sacred and our French office even provides a Swile card to cover your meal on work days. 🥪
- Twice a year we go somewhere gorgeous (a chateau, a mountain) where we reconnect, deep-dive into big topics, and relax.
- This isn’t a perk, it should be the rule, but diversity and inclusion are important at Swan. We’re working hard to get better every day.
- A 30-min video call with Isabella, our Talent Acquisition Specialist, to get to know you, understand your career expectations and answer your questions.
- Take-home case study and an interview with Lydia, your CSM Supervisor.
- Meet the CSM Team: Edna (CSM) and Tom (Head of Partner Ops)