Customer Success Manager

Ebury Mass Payments (EMP) is the premier non-bank provider of high volume currency and payment solutions. The division operates in 5 of the 24 Ebury offices and has made a recent acquisition which will dramatically accelerate growth. The Client Services division of Ebury Mass Payments incorporates all post-sales client-facing functions. This includes solutions architecture, implementation and integration, day-to-day support/customer service, and as well as ongoing relationship management. We service an established and rapidly growing book of enterprise-level accounts each with their own complex payment and servicing needs. The team has seen extensive recent growth and have significant incoming pipelines, so we are at a very exciting time for the business. As a Customer Success Manager, you'll be a senior operational member of the team and the point of contact for some of our key enterprise-level corporate clients, providing daily service support and trading assistance. You'll have demonstrable account management skills coupled with technical and operational payment knowledge in order to deliver industry-leading day-to-day service to our enterprise-level accounts. You will report directly to a Client Account Director and work closely with them to optimise the potential opportunities from your allocated book of clients. Responsibilities:

• Management and ownership of a portfolio of 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:
• You'll be a 'go to' person on our payments platform and technical capabilities. You will know our systems and products inside out whilst proactively driving ongoing integration and product development initiatives with our clients.
• You'll guide our service quality ethos and inform our client approach with our teams internally to maintain industry-leading standards, leading by example for how to deliver exceptional service
• Presentations and live technical demos/training as necessary to clients, prospects as well as internal stakeholders
• Active mentoring and monitoring of quality/service levels within team and defaulting to ''leadership position'' to set standard/example for industry-leading service quality
• Mentoring junior members of the team to upskill them and assist in their development.
• Measuring quality assurance of outgoing communications via all channels across your sub-team
• Monitor market rates and external economic factors which may impact the business and clients utilisation of the service
• Demonstrate strong commercial awareness by identifying organic growth opportunities among client accounts, including upselling and cross-selling as part of trend analysis
• 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
• Negotiating FX margins where required with existing and new clients
  
  You naturally set the tone for world-class client support/service and instil confidence when dealing with external clients or internal stakeholders across all levels
• You have demonstrable success and experience within a client facing function with senior experience handling high value accounts operationally (ideally a middle office environment)
• You take true ownership of your accounts, and have a work ethic that sets the standard for our teams leaving no stone unturned in pre-empting the needs and strategy of your clients.
• Dealing with live currency trade booking, banking information, figures and high value/volume payments and clients - accuracy of work is particularly key
• Helping the team to identify issues preemptively (e.g., payment dates, banking data etc.), and constant awareness of the ''big picture''
• Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key account
• Head for numbers - confidence dealing with numbers - exchange rates, profit margins and an awareness of commercial implications
  
  Ebury is a hyper-growth FinTech firm, named in 2021 as one of the top 15 European Fintechs to work for by AltFi. We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration., Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector.
Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 25 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family. Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies. None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector. We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future. Please submit your application on the careers website directly, uploading your CV / resume in English.