Customer Success Manager

• Proactively engage with existing customers via phone, chat and email.
• Build trusted relationships with your customer portfolio.
• Understand each customer's business, goals and financial needs.
• Help customers get the most value from Finom by introducing relevant features and products.
• Recommend the most appropriate plans and services based on customer needs.
• Identify opportunities to increase product adoption and customer engagement.
• Proactively contact customers showing signs of churn and help retain them.
• Re-engage dormant customers and encourage greater use of Finom.
• Educate customers on new features, products and best practices.
• Gather customer feedback and identify opportunities to improve the customer journey.
• Work closely with Product, Marketing, Sales and Operations to improve the customer experience.
• Become an advocate for our customers, ensuring their voice is represented across the business.

Customer Success Specialist, German/Dutch Speaker

• Join an international customer support team
• Build your career while working remotely in a dynamic and multicultural environment

Customer Success Associate – Dutch Language

• Join an international customer support team
• Provide customer support to clients
• Work in a dynamic and multicultural environment
• Handle inquiries and resolve issues remotely

Italian Client Success Advisor

• Effectively manage CRM campaigns. Implement CRM strategy and campaigns' execution (newsletters, Viber/SMS messages, push notifications, etc.); and be responsible for scheduling, sending, editing, and testing CRM campaigns.
• Prepare campaign assets and ensure content, layout, and personalization are optimized across channels.
• Identify and analyze users' behavior patterns, build customer segmentation and personalization strategies, conduct A/B testing, and design ongoing communication plans targeted to those segments.
• Support customer segmentation activities and audience selection for CRM campaigns.
• Monitor campaign performance and prepare reports with key insights and recommendations.
• Assist in the design and content development of user experiences, including the design of customer journeys, promotional links, loyalty tactics, etc.
• Collaborate with internal teams to ensure smooth campaign execution.
• Stay up to date with CRM trends, tools, and best practices while continuously developing CRM knowledge.

CRM Executive

• Configure Email and On-Site Notifications (Inbox) within Fast Track CRM.
• Implement campaign communications using content supplied by the Copy & Translation team.
• Ensure messages are correctly structured, formatted, and displayed across CRM channels.
• Configure communication elements including message layouts, CTAs, templates, and notification structures.
• Prepare communications based on campaign briefs from CRM Casino and CRM Sports teams.
• Ensure communications are fully configured and ready for handover in line with campaign timelines.
• Perform detailed QA checks before communications are handed over for deployment.
• Validate formatting, links, bonus references, localization placement, and rendering across devices.
• Work closely with teams across CLR including CRM Casino, CRM Sports, CRM Operations (Bonus Department), Copy & Translation, and Design.
• Supervise and mentor Junior CRM Communications Executive(s).
• Review communication setups and ensure QA standards are met before handover.

CRM Communications Lead

• Run and optimise partner onboarding
• Handle data entry, CRM updates and pipeline hygiene
• Assist with MBR and QBR scheduling and preparation
• Track and flag open action items, billing follow-ups — closing loops and assisting to partner needs
• Support with long-tail partner communications: run regular touchpoints, answer product questions, and escalate where needed
• Keep partner records clean and up-to-date in HubSpot
• Build working knowledge of Yodeck's platform, pricing, and partner programme
• Contribute to building the playbooks, templates, and processes we're creating as a team

Partner Success Associate – 12-month contract

• Manage operational tasks as part of the Global Client Service Center. Tasks may include data input, client communications, data investigations, User Administration, and additional operational related retail client tasks.
• Support us in exceeding revenue targets through high quality service and data delivery, and by meeting team and individual client inquiry targets.
• Thrive working in fast paced, rapidly adapting environment, including speed, accuracy, and time management.
• Work cross functionally with internal technical and commercial teams with high level of communication and tracking.
• Utilize creativity to identify new techniques and processes, supporting continuous improvement.
• Support our product enhancement process through testing and communication.
• Align with global team members to ensure consistent experiences and visibility.

Client Success Analyst

• - Build, maintain and create strong relationships with Skroutz merchants
• - Strategic planning for partners’ growth on QoQ & YoY
• - Work with the internal teams dedicated to the same seller account to ensure open communication and that we meet client needs
• - Plan and present reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training
• - Meet all seller needs and deliverables according to proposed timelines
• - Conduct regular check-ins, business reviews and growth meetings with sellers to ensure their ongoing success, satisfaction and adoption of available services
• - Thinking out of the box and providing Skroutz merchants with tailor made growth proposals and solutions

Partners Success Manager

• Collaborate with senior management to develop CRM strategies and design promotional plans, from targeted offers to brand-wide campaigns, aligned with business goals.
• Lead the CRM team setting priorities, tracking progress, resolving blockers, and ensuring smooth execution of all campaigns.
• Define and refine player segments to deliver personalized campaigns that drive engagement, retention, and loyalty.
• Coordinate with internal teams to prepare, test, approve, and deliver campaigns on time.
• Co-develop CRM strategies for new brands, including welcome offers, brand-specific promotions, and integration into existing campaigns.
• Oversee campaign QA, monitor live offers, and implement corrective actions when required.
• Monitor KPIs and player behavior to refine campaigns, increase ROI, and improve overall efficiency.
• Identify and implement opportunities to enhance processes, improve targeting, and optimize workflows.

CRM Casino Manager

• Own onboarding and continuous training programs for Plum’s Customer Success agents
• Develop digital educational material (e.g. videos and manuals) and constantly update the existing content
• Organize training sessions, workshops onsite and remotely, about product features and Support techniques
• Develop the quality assurance framework, scorecards and calibration processes
• Partner with Team Leads to support performance improvement and targeted coaching plans
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
• Schedule regular training sessions (e.g. monthly or quarterly)
• Ensure new hires take on basic knowledge for Plum products including communication and troubleshooting skills
• Review QA insights to identify individual and team skill gaps and liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
• Monitor training effectiveness and quality performance through KPIs such as QA scores, CSAT, escalation trends and onboarding performance
• Continuously improve learning processes, support quality and knowledge management practices

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