Senior Client Relationship Manager
1 week ago
Ebury is a leading FinTech firm that offers a range of innovative products and services to its clients. We are seeking an experienced Client Account Director to join our team and take charge of managing and expanding our key B2B client relationships.
Key Responsibilities- Line management for a sub-team who will be assisting in the service delivery of a portfolio of clients.
- Monitoring and driving team performance (client service levels, response times, driving account success/growth) for our service executives.
- Direct line management of Lead and Client Services Executives, including workload distribution, productivity, report production, meeting setting, QA, and KPIs.
- Accountable for service delivery KPIs/SLAs.
- Team development – Carrying out performance reviews and setting personal targets/training strategies.
- Maintaining the quality and efficient delivery of our training programs.
- Driving departmental change and process improvement as well as engaging internal stakeholders to drive additional services in line with anticipated growth strategies.
- Overall responsibility for team processes.
- You will be a 'go-to' person on our payments platform, internal architecture, our technical capabilities, and wider services. You will know our systems and products inside out (e.g. Trading platform, trade financing, hedging facilities) whilst proactively driving ongoing integration and product development initiatives with your clients.
- You will 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.
- Maintaining and actively enhancing our existing relationships, accountable for operational success of a portfolio of accounts. Keeping the client experience a priority.
- Anticipating needs and improvements of accounts and fully understanding these key relationships.
- Establishing touchpoints and maintain proactive, regular contact with client-side stakeholders across various levels.
- Conduct regular reviews with operational client services counterparts on account performance to identify opportunities for operational or commercial improvements.
- Regularly monitor service levels to deliver against SLAs/KPIs.
- Drive operational/service improvements and efficiency through mediating between clients and internal teams to see through to completion.
- Project manage the onboarding of new clients, following the correct procedures and timeframes.
We are seeking a highly motivated and experienced individual to join our team and take charge of managing and expanding our key B2B client relationships. Your exceptional communication, presentation, and relationship-building skills will be crucial in building strong partnerships with our existing clients and achieving our performance and revenue targets.
- 5+ years of client management experience across FX or Fintech.
- A strong understanding of FX markets and global economic impacts.
- Proven success managing a portfolio of enterprise-size clients and evidence of prioritizing client requests and relationships.
- Ambition and drive to grow existing client contracts through partnership expansion and product upsells.
- An analytical mind who can dive deep into data, identify patterns, and generate insights for the benefit of our customers.
- Excellent communication and presentation skills. You keep people engaged and have a strong ability to 'read the room' to know what you should say or show next to clients.
- You have demonstrable line or team management experience in a client-facing setting.
- You naturally set the tone for world-class client servicing and instil confidence and trust when dealing with clients or internal stakeholders at every level.
- You have clear people management abilities and can deal with a wide range of internal and external issues and stakeholders simultaneously whilst supporting training structures and team development.
- Demonstrable experience and success within a senior account management function (payments preferred, or similar background) having sole responsibility for enterprise-level relationships.
- Technical understanding of payment products/methods and confidence discussing payment strategies/solutions with high-level stakeholders.
- Dealing with live currency trade booking, banking information, figures, and high value/volume payments and clients - accuracy of work is key.
- Self-starting approach to analyzing your client's trends, identifying commercial opportunities for growth.
- Proactively thinking ahead to anticipate your client's strategy and account for their every need from a service perspective.
- Confidence to promote the company offering through cross-selling, and awareness to identify new opportunities to grow new and existing key accounts (and finding answers within the wider business where needed).
- Head for numbers - exchange rates, profit margins, and an understanding of commercial implications.
- You have the vision to lead client strategy calls or commercial reviews, bringing your insights and objectives to fruition through clear communication and management of different stakeholders.
- No stone is left unturned, and you take true ownership for your accounts, driving the operational and commercial success by understanding every aspect of the relationship.
- Helping the team to identify issues preemptively (e.g. payment dates, banking data etc.), and constant awareness of the 'big picture'.
- You have an aptitude for operational and technical understanding, particularly around client escalations and issue resolution, and know how to manage an issue to completion with professionalism, efficiency, accountability, and sensitivity.
- You'll be able to balance between your technical product knowledge and senior relationship management skills. You're the type of person who truly embodies 'owning' your accounts, expertly switching between internal and external stakeholders at all levels to drive relationships and deliver results.
- Experience with Microsoft suite (particularly Excel) and Google Suite advantageous but not essential.
- Interest in currency markets advantageous but not essential.
Our office is located at St John's Place, in a prominent location in the heart of High Wycombe, just a few minutes' walk to the town's train station. The station has regular direct links to London, Birmingham, and Aylesbury, reaching London in just 25 minutes (fastest time). For those traveling by car, Junction 4 of the M40 is just a 5-minute drive from the office. This provides excellent links to other Thames Valley areas, along with easy access to the M25 and a route into London.
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Senior Client Relationship Manager
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High Wycombe, Buckinghamshire, United Kingdom Ebury Full timeJob Title: Senior Client Relationship ManagerEbury, a leading FinTech firm, is seeking a seasoned Senior Client Relationship Manager to join our team. As a key member of our Client Services division, you will be responsible for driving the success of our implemented Mass Payment client partnerships.Key Responsibilities:Develop and maintain strong...
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Senior Client Relationship Manager
1 day ago
High Wycombe, Buckinghamshire, United Kingdom Ebury Full timeJob Title: Senior Client Relationship ManagerEbury, a leading FinTech firm, is seeking a seasoned Senior Client Relationship Manager to join our team. As a key member of our Client Services division, you will be responsible for driving the success of our implemented Mass Payment client partnerships.Key Responsibilities:Develop and maintain strong...
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Senior Client Relationship Manager
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High Wycombe, Buckinghamshire, United Kingdom Ebury Full timeJob Title: Senior Client Relationship ManagerJoin Ebury, a leading provider of high-volume currency and payment solutions, as a Senior Client Relationship Manager. In this role, you will be responsible for driving the success of our implemented Mass Payment client partnerships.About the Role:Develop and maintain in-depth product knowledge to provide expert...
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High Wycombe, Buckinghamshire, United Kingdom Ebury Full timeJob Title: Senior Client Relationship ManagerJoin Ebury, a leading provider of high-volume currency and payment solutions, as a Senior Client Relationship Manager. In this role, you will be responsible for driving the success of our implemented Mass Payment client partnerships.Key Responsibilities:Develop and maintain strong relationships with key clients,...
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High Wycombe, Buckinghamshire, United Kingdom Ebury Full timeJob Title: Senior Client Relationship ManagerJoin Ebury, a leading provider of high-volume currency and payment solutions, as a Senior Client Relationship Manager. In this role, you will be responsible for driving the success of our implemented Mass Payment client partnerships.Key Responsibilities:Develop and maintain strong relationships with key clients,...
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High Wycombe, Buckinghamshire, United Kingdom Ebury Full timeAbout the RoleEbury is a leading FinTech firm that offers a range of innovative payment solutions. We are seeking an experienced Senior Client Relationship Manager to join our team.Key ResponsibilitiesDevelop and maintain strong relationships with our enterprise-level clients, providing exceptional service and support.Drive commercial growth and identify new...
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High Wycombe, Buckinghamshire, United Kingdom Ebury Full timeAbout the RoleEbury is a leading FinTech firm that offers a range of innovative payment solutions. We are seeking an experienced Senior Client Relationship Manager to join our team.Key ResponsibilitiesDevelop and maintain strong relationships with our enterprise-level clients, providing exceptional service and support.Drive commercial growth and identify new...
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High Wycombe, Buckinghamshire, United Kingdom Ebury Full timeAbout the RoleEbury is a leading FinTech firm, renowned for its innovative approach to financial services. As a Client Account Director, you will play a pivotal role in driving the success of our implemented Mass Payment client partnerships.Key ResponsibilitiesLead a sub-team in delivering exceptional service to a portfolio of clients, ensuring seamless...
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