Customer Succes Manager / KYC expert


Customer Success Manager / KYC expert

ING CoorpID is looking for a Customer Success Manager / KYC expert.

Do you want to be part of anaward winningScale-Up of ING Neo? Where you can have an impact on the whole financial industry by re-inventing KYC as we know it? Come and join the team ofCoorpID!

We solve KYC pains for banks and corporates around document management and sharing.As one of ING’s successful start-ups,startedwithin ING Innovation Labs,CoorpIDis now scaling throughout Europe.

This is what you will be doing

As Customer Success Manager (CSM) you are the direct point of contact for CoorpID users. Both corporates and banks use CoorpID. This role is focused at bank users, responsible for management- and execution of KYC or CDD review processes. As a KYC expert, you understand their work and help them to use CoorpID to make their work easier. This means bridging the gap between the intricate CDD process guidelines of a bank, and the CoorpID app which is continuously improved. The Customer Success Team is there to help our clients- and users to reach their KYC goals by using CoorpID. We do this in a proactive way, with CSMs making sure our users have what they need for a smooth customer experience. We use a combination of quantitative insights; marketing; personal service; and project management. Being part of the team means (a) providing our clients- and users with the best experience; and (b) contributing to the development of our Customer Success capabilities.

Concrete activities for Customer Success Manager / KYC expert:

  • Support bank side adoption by organizing implementation activities

  • Provide product demos / trainings

  • Understanding bank KYC-/CDD review process requirements

  • Helping bank users get the most out of CoorpID

  • Create & manage accounts (backoffice)

  • Understand & maintain dashboards to track implementation

  • Resolve issues (1st line)

  • Communicate service interruptions

  • Produce (self-)support content

  • Take client feedback to Product Development, and keep clients updated on subsequent improvements loop

  • Communicate product updates

  • Setting up the Customer Success capabilities for CoorpID

  • Project management for Proof-of-Concept and Pilot activities

  • Facilitate knowledge sharing on KYC & related regulatory developments

As part of the Customer Success team and you are working closely with Business Development, Product Development and IT Infrastructure and Security. Because CoorpID is a growing organization, your personal growth both in terms of personal development and future jobs will go side-by-side by that of the company.

Firsthand experience

“Are you driven to help people reach their goals, and do you believe in innovation to turn a tedious process into a user friendly journey? Join CoorpID!”

  • Merijn Olsthoorn, Customer Success teamlead CoorpID

What is required?

  • A Master degree

  • 5 years direct experience with banks’ KYC- / CDD review processes

  • A curious and empathetic attitude, that seeks to continuous learn, build trust through transparency and take the extra mile in delivering value to our customers

  • Relevant experience with managing processes, project management and/or stakeholder management of senior leaders

  • Tech-savvyness and deep product knowledge

  • Excellent command of English and Dutch

Nice to have

  • Subject Matter Expert on KYC & related regulatory developments in Financial Institutes sector

  • Entrepreneurial / scale-up experience

  • Additional language skills

  • Experience in Agile/Scrum

You’ll need an innovative and entrepreneurial mindset to fully flourish in a dynamic and fast-growing team. Initiating new perspectives and taking a proactive approach is what we are looking for.

What we offer

  • Annual salary tailored to your qualities and experience

  • Great secondary Benefits like a 13th month, pension plan and Individual Savings Contribution (3.5% of your gross annual salary)

  • A 36 to 40-hour workweek, with flexible working hours

  • 25 vacation days

  • Personal growth and challenging work with endless possibilities to realize your ambitions

  • An informal working environment with innovative colleagues who strive for the very best

  • Progressive way of working, so that new ideas come to life

CoorpID is rapidly scaling up. For this, we’re very happy to offer you a one year contract.

If you are already a member of the ING family, an STA or LTA is also possible.

Working for CoorpID

CoorpID is a Regtech/ Fintech company that focusses on KYC sharing optimization between banks and large corporations. CoorpID serves an international market currently expanding its business across six European in the coming two years. CoorpID was founded only two years in ING Labs, ING’s internal incubator/accelerator department for innovative and disruptive ideas. As CoorpID’s proposition became a proven success, ING’s Management Board of Banking decided to further invest in the company in order for it to set sail across multiple banks and corporations

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO


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