Bango enables content providers to reach more paying customers through global partnerships. Bango revolutionized the monetization of digital content and services, by opening-up online payments to mobile phone users worldwide.
Today, the Digital Vending Machine® is driving the rapid growth of the subscriptions economy, powering choice and control for subscribers.
The world’s largest content providers, including Amazon, Google and Microsoft trust Bango technology to reach subscribers everywhere.
Bango, where people subscribe.
Role
RoleThe Junior Customer Success Analyst, North America reports to the VP of Account Management, Americas and Iberia. This is a customer-facing role focused on helping help customers achieve measurable outcomes (ROI, efficiency, revenue) while increasing retention, expansion, and product stickiness—using benchmark and platform data as the primary decision tool. The Analyst will also help customers define and achieve their business goals and continuously increase the realized value of the Bango platform.
Responsibilities
Working with major telcos, cable companies, content partners, banks, fintechs, retailers, and other resellers across the region, you will support a portfolio of strategic customers and help manage day-to-day account activity with close guidance from the VP. The role includes supporting account plans, customer engagement, status reporting, and growth initiatives, while working closely with Delivery, Technical, Product, Sales, Finance, and Operations. You will thrive in a fast-paced environment, value collaboration, and bring a proactive, creative approach to improving the way we work.- Support the Account Managers in strategic accounts, building strong day-to-day relationships, and supporting customer success goals.
- Be the bridge between customer outcomes, product usage data, and revenue growth. Use data to predict behavior, drive adoption, and maximize lifetime value.
- Maintain Account Plans Forecasting and other key business metrics and Execute customer engagement plans against agreed commercial and operational objectives.
- Work with Bango internal Product Data Teams and sales operation to support customer success, forecasting and growing entitlements, understanding activities to support Accounts in maximizing conversion from pending to active entitlements.
- Own regular customer communications and deliver clear status updates to stakeholders.
- Monitor customer health indicators such as adoption, usage, stakeholder feedback and delivery progress, and flag risks early.
- Monitor the go-to-market strategy for Bango clients and provide internal reports on performance. Produce insight-led recommendations on campaigns, offers, bundles, and proposition performance.
- Support the VP Account Management and Account Managers with other tasks and activities as deemed necessary on an ongoing basis
- Support upsells and cross-sell preparation by gathering insight on product usage, customer goals, and whitespace opportunities.
- Work with Product, Marketing, and other teams to build customer case studies, success stories, and internal examples of strong account performance.
- Work with the Account Management Team, VP Account Management, Sales Operations, Product Data, Delivery, and the Operations team to prepare material for key customer planning sessions such as QBR meetings, roadmap updates, and business planning sessions.
- Capture best practice to build customer success playbooks, processes, templates, and documentation to improve team consistency (for example best practice for launch and test, best timing for conversion to active entitlements, key end user communication best practice, key customer training activities).
- The VP owns the accounts and provides clear strategy insights and guidance on each customer strategy to help the role to help the role to perform the activities in the best way possible, as well coach how to better manage the key customer success metrics across the count management team.
- Provides clarity in roles and responsibilities between Customer Success, Account Management and other functions.
- Supports any cross-functional interaction needed, as well as help remove internal blockers and align cross-functional teams around customer priorities.
- Supports execution to run customer meetings such as QBR, Strategy, Business Planning
- Provide strategic information that will support account plan changes, CRM inputs, and QBR preparation
- Supports development of customer success and commercial management skills, commercial judgement, supports career progression through customer success or other roles within the Bango team.
Benefits
- A friendly, informal working environment
- Your own Bango buddy – to help you settle in
- Bendi-time (flexible working hours)
- Bango social events
- Choose your own headphones, keyboard & mouse
- Generous share option scheme
- Private Medical Insurance
- Health Cash Plan
- 25 days holiday a year increasing to 28 days with 4 years’ service
- Cycle to work, gym discount
- Weekly Pilates & Yoga classes (virtual)
- Financial support for employee activity groups and charitable activities
- Free fruit, drinks and snacks, limitless tea, coffee and good quality espressos
- Company branded hoodie… to keep you happy and comfortable
- Group personal pension scheme
- Life assurance
- Employee Assistance Program
- 1Password
- Income Protection
- Bango branded Chilly’s bottle and coffee cup
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