SME Account Manager

About Rauva:

Hello, future innovator! Welcome to Rauva. We're not just a company; we're a movement.

As Portugal’s first business super-app, we’re reshaping the landscape of entrepreneurship, making it more accessible and efficient than ever before.

At Rauva, you'll be at the forefront of the combination of financial technology and entrepreneur empowerment. Our app simplifies business management for business owners and freelancers, offering seamless financial operations right from their smartphones. But that's just the beginning. We're constantly evolving, adding new features and tools to empower our users, and we don’t plan on stopping with only Portugal, either.

Our achievements speak for us. Selected by Banco de Portugal for the Finlab Portugal program, celebrated in the Portugal Fintech Report 2022 and 2023, and honored by KPMG as the best Tech Innovator in Portugal 2023, we're on a fast track to transforming the FinTech and banking sector in Portugal. And we want you to be a part of this revolution.

Here, your work will directly impact thousands of entrepreneurs. You'll collaborate with a team of passionate innovators, all driven by the same goal: to create cutting-edge, user-focused products that will change the face of Portuguese business. In our dynamic, fast-paced environment, your ideas and contributions will fuel our collective success.

You. In a nutshell:

We are seeking a proactive SME Account Manager dedicated to driving customer success and loyalty. You excel in building strong relationships, proactively addressing customer needs, and collaborating with cross-functional teams to resolve customer issues. With exceptional communication and persuasion skills, a customer-centric mindset, and previous experience in customer success or account management roles, you are well-equipped for this position. Experience in accounting, fintech and financial products further enhance your profile.

What's the role:

As a SME Account Manager at Rauva, you will play a critical role in helping businesses succeed by guiding them to make the most of our solutions. Your primary focus will be on customer success and retention, driving satisfaction, and loyalty within our client base. You will interact directly with customers, gather and analyse feedback, and collaborate with various teams to address and resolve issues. Working closely with our Operations Manager, you will implement proactive strategies to reduce churn and increase customer lifetime value.

Your Responsibilities

• Help customers maximize their use of Rauva’s suite of products and services, ensuring they receive tailored guidance and resources to succeed.
• Analyze customer feedback to identify areas for improvement, and communicate such feedback to other teams in a clear and structured manner.
• Handle customer complaints and escalations, ensuring swift and satisfactory resolutions.
• Develop and implement customer retention strategies to increase loyalty and reduce churn.
• Manage account termination processes when retention is not possible.
• Conduct regular check-ins with high-value customers to ensure their ongoing satisfaction.
• Ensure that customers are getting the most value from their plan by analyzing data and providing guidance and resources to maximize their benefits/value.
• Collaborate in debt collection efforts.
• Assist the Operations Manager with any ad-hoc projects.

What’s your ideal background?

• Proven experience (2+ years) in customer retention/success, account management, commercial accounting or a related role which included a sales/expansion component.
• Exceptional communication and interpersonal skills.
• Creative problem-solving abilities and a customer-centric mindset.
• Good analytical skills and ability to interpret data and make data-driven decisions.
• Ability to work collaboratively in a fast-paced environment.
• Data driven and proficient with Excel/Google sheets.
• Fluency in English and Portuguese (mandatory).
• Previous fintech/SaaS/startup experience is valued.

The hiring process for this role:

• 1st interview: Screening call (10m)
• 2nd interview: Background, experience, competencies (60m)
• 3rd interview: Culture fit (30m)
• 4th interview: Assignment (60m)
• Final feedback

Join the Rauva mission to make entrepreneurship easily accessible to everyone.

If you're passionate about fintech and innovations and eager to create solutions that matter, and to grow with a team that values innovation and collaboration, Rauva is your destination. Join us and ignite your potential in a place where every day brings a new opportunity to make a difference.