Customer Success Manager

Job Description

Ebury, a leading global fintech company, is seeking a Customer Success Manager to join their team. This role will be based in London and High Wycombe, 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, serving as the main point of contact for key enterprise-level corporate clients, providing daily service support and trading assistance.

The ideal candidate will possess strong account management skills, technical and operational payment knowledge, and the ability to deliver industry-leading service. They will also be responsible for proactively growing revenue of client accounts by identifying commercial opportunities and establishing a strong working rapport with client key stakeholders and internal commercial counterparts.

Responsibilities:

• 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 our key clients at a senior level
• Acting as main point of contact for escalations and issue resolution
• Provide platform/operational support and assist with daily enquiries
• Presentations and live client demos/training where required
• Maintaining Client MI for accountability and traceability
• Service multiple clients concurrently whilst meeting deadlines
• QA, production and refining of client-facing and internal reports on key service metrics
• Inter team process building and refining
• Product expertise

Requirements:

• Leadership and client manner
• Eye for detail
• Strives in high pressure/pace environment
• Commercial awareness
• Account Management Experience
• Client-Focused Solutions Experience
• Project Management Skills
• Ability to Communicate Client Needs with stakeholders
• Ability to Manage Multiple Projects and Relationships Simultaneously
• Negotiation Skills, Listening Skills, Communication Skills, Presentation Skills, Time Management Skills
• Required to have at least five years of work experience in account management or customer service
• Must have experience working in a similar industry

Ebury offers:

• Opportunity to work in a fast-growing fintech company
• A comprehensive suite of products
• A culturally diverse environment