Customer Success Manager

Job Description

Ebury is seeking a Customer Success Manager to join their team in High Wycombe. This role is office-based, requiring 4 days in the office and 1 day working from home. The Customer Success Manager will be a senior operational member of the team and the primary point of contact for key enterprise-level corporate clients, providing daily service support and trading assistance.

Responsibilities include:

• Overall management and ownership of all key mass payment accounts (operationally).
• Responsibility for delivery of service KPIs/SLAs for a book of clients.
• Developing a solid and trusting relationship with key clients at a senior level.
• Acting as the main point of contact for escalations and issue resolution.
• Providing platform/operational support and assisting with daily inquiries.
• Presentations and live client demos/training where required.
• Maintaining Client MI for accountability and traceability.
• Servicing multiple clients concurrently while meeting deadlines.
• QA, production, and refining of client-facing and internal reports on key service metrics.
• Inter-team process building and refining.

Requirements:

• Leadership and client manner.
• Demonstrable success and experience within a client-facing function with senior experience handling high-value accounts operationally.
• Clear client-facing abilities and can deal with a wide range of internal and external stakeholders simultaneously.
• Eye for detail.
• Strives in a high-pressure/pace environment.
• Commercial awareness.
• Experience with Microsoft suite (particularly Excel) helpful and Google suite advantageous but not essential.
• Interest in currency markets is advantageous but not essential.
• At least five years of work experience in account management or customer service.
• Experience working in a similar industry.

Ebury offers:

• Opportunity to work for a leading global fintech company.
• A role at the forefront as an ambassador for the product and service.
• A chance to mentor junior members of the team.
• A culturally diverse and inclusive work environment.