Vendor Success Associate, French Market

Responsibilities

• Onboarding & Training: Guide new vendors through platform setup, providing clear and friendly training to get them up and running smoothly.
• Customer Retention & Relationship Management: Serve as the first point of contact for all vendors, engaging those considering cancellation. Highlight the value and performance of the platform to address concerns and retain the business.
• Complaint Handling & Conflict Resolution: Manage and resolve any vendor concerns or complaints in a calm, empathetic, and timely manner, ensuring positive outcomes and turning potentially negative experiences into success stories.
• Performance Coaching: Help vendors optimise their storefronts, improve visibility, and understand how to generate more enquiries using platform tools.
• Communication & Support: Be consistently available to vendors via phone and email, addressing their queries and guiding them through challenges with patience and professionalism.
• Collaboration: Work closely with the new business sales team and account managers to provide a seamless experience across all touchpoints of the vendor journey.
• Time & Task Management: Develop daily call plans, keep detailed records in our systems, and manage a personal pipeline of new accounts effectively.
• Monitoring Success: Track key metrics like storefront engagement and account activity, taking timely action to support struggling vendors and improve their performance.
• SUCCESSFUL CANDIDATES HAVE:
• Native in French and B2 level English
• Based in Barcelona
• At least 1 year of customer service experience , preferably with B2B clients.
• Confidence to make frequent outbound calls, with persistence and empathy
• Strong phone presence with excellent verbal and written communication
• Strong organizational abilities, attention to detail, and problem-solving skills.
• A self-driven, empathetic, persistent, flexible person with a strong work ethic.
• Willingness to work in multicultural, structured, and dynamic environments.
• Ability to work as part of a team and achieve collective results.
• IT literate with experience using CRM tools and internal systems is desirable
• WORK MODEL:
• This role is Together@TKWW-eligible and based near one of our office hubs. You'll be expected to work in the office two days a week as part of our hybrid work model.
• #LI-Hybrid #support-track
• WHAT WE LOVE ABOUT YOU:
• Commit to our customers : You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
• Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
• Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
• Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the less

Benefits

Additional Information

WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We're united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success. ABOUT THE ROLE AND THE TEAM: Our "Welcome Team" is built up of Vendor Success Associates who focus on retaining and supporting new vendors as they begin their journey on the mariages.net platform. You will act as the main point of contact during their first year - ensuring a smooth onboarding process, setting clear expectations, resolving concerns efficiently, and providing ongoing support to maximise vendor satisfaction and long-term engagement. This role requires exceptional customer service, complaint handling, and relationship-building skills. You'll play a critical part in helping vendors see value quickly, remain engaged, and feel confident in their partnership with us. The ideal candidate will bring experience in B2B customer service, strong listening skills, an understanding of customer needs, and excellent interpersonal abilities.

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