I’m responsible for the Customer Success team in charge of International markets. We make sure our clients from Italy, Germany and Spain have the smoothest onboarding, and the best user experience with their Qonto accounts possible.
This role implies I have to make sure there’s a clear distribution of the tasks to be fulfilled, and that my team members have the right tools and training they need to complete them.
In addition, at Qonto, every manager is responsible for their team’s personal and professional development. Initially there are side by side learning sessions, focused on completing their training, which gradually become problem-solving., During these sessions, we apply a method designed to perfect their autonomy in auto-quality, their efficiency (at handling flow and rhythm) and their capacity in launching continuous improvement initiatives that can be service and/or product related.
Finally, the Lead is a sort of “coach” for their team. We have to make sure our scopes are taken into consideration across departments. I participate in cross-functional sessions where I raise specific feedback and needs linked to my markets’ specificities.