Client Relationship Manager
3 weeks ago
About Ebury:
Ebury is a rapidly expanding FinTech organization recognized among the top 15 European FinTechs to work for by AltFi. We provide a diverse array of financial solutions, including foreign exchange risk management, trade finance, currency accounts, international payments, and API integration.
Position Overview:
The role of Client Account Manager is based in London, with regular travel required. This position is primarily office-based, with a flexible work arrangement allowing one day of remote work per week.
Ebury Mass Payments (EMP) stands as the leading non-bank provider of high-volume currency and payment solutions. With operations in five of Ebury's 24 offices and a recent acquisition poised to enhance growth, this division is experiencing significant expansion.
The Client Services division within Ebury Mass Payments encompasses all post-sales client-facing functions, including solutions architecture, implementation, integration, daily support, and ongoing relationship management. We cater to a well-established and rapidly growing portfolio of enterprise-level accounts, each with unique and complex payment and service requirements. The team is currently experiencing extensive growth and has a robust pipeline of incoming opportunities, marking an exciting phase for the business.
Key Responsibilities:
- Manage and take ownership of a portfolio of key mass payment accounts.
- Ensure the delivery of service KPIs and SLAs for your assigned clients.
- Develop and maintain solid, trusting relationships with senior-level clients.
- Act as the primary point of contact for escalations and issue resolution.
- Provide operational support and assist with daily inquiries.
- Conduct presentations and live client demonstrations/training as necessary.
- Maintain Client Management Information for accountability and traceability.
- Simultaneously service multiple clients while meeting deadlines.
- Oversee the quality assurance and refinement of client-facing and internal reports on key service metrics.
- Facilitate inter-team process building and refinement.
Product Expertise:
- Become a key resource on our payments platform and technical capabilities.
- Drive ongoing integration and product development initiatives with clients.
- Guide our service quality ethos and inform our client approach internally.
- Deliver presentations and live technical demonstrations/training as required.
- Provide leadership and mentorship to junior team members.
- Monitor quality and service levels within the team, setting a standard for exceptional service.
- Train new hires and contribute to the improvement of training programs.
- Measure the quality assurance of outgoing communications across your sub-team.
Commercial Acumen:
- Monitor market rates and external economic factors impacting the business.
- Analyze payment data and trends to derive insights.
- Identify organic growth opportunities among client accounts, including upselling and cross-selling.
- Proactively grow revenue of client accounts by establishing strong relationships with key stakeholders.
- Negotiate foreign exchange margins with existing and new clients as necessary.
- Maintain and enhance existing relationships, ensuring operational and commercial success.
- Connect with key business executives and stakeholders to anticipate needs and improvements.
- Deliver client reviews and implement enhanced processes and service improvements.
Collaboration with Operational Teams:
- Act as the escalation point for handling and resolving issues.
- Ensure adherence to client KPIs and SLAs, reporting to relevant stakeholders.
- Drive operational improvements by mediating between clients and internal teams.
- Project manage the onboarding of new clients, following established procedures.
- Coordinate with team members to ensure consistent service delivery.
Candidate Profile:
- Demonstrated leadership and client management skills.
- Proven success in a client-facing role, managing high-value accounts.
- Experience in line management or leadership positions.
- Strong ability to engage with a diverse range of stakeholders.
- Detail-oriented with a strong work ethic.
- Experience in managing live currency trade bookings and high-value payments.
- Ability to identify issues proactively and maintain awareness of the broader context.
- Thrives in a fast-paced, high-pressure environment.
- Strong commercial awareness and confidence in promoting company offerings.
- Proficiency in Microsoft Office Suite, particularly Excel; familiarity with Google Suite is advantageous.
- Interest in currency markets is a plus.
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