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Key Account Executive for Client Services
2 months ago
Ebury is a rapidly expanding FinTech organization, recognized as one of the top 15 European FinTechs to work for by AltFi. We provide a diverse array of solutions including foreign exchange risk management, trade finance, currency accounts, international transactions, and API integration.
Position: Senior Client Relationship Manager
Location: London (with regular travel requirements)
Work Arrangement: Primarily office-based with flexible remote work options
Ebury Mass Payments (EMP) stands as the leading non-bank provider of high-volume currency and payment solutions. This division operates across multiple Ebury offices and has recently undergone an acquisition that will significantly enhance its growth trajectory.
The Client Services division within Ebury Mass Payments encompasses all post-sales client-facing roles. This includes solution architecture, implementation and integration, daily support/customer service, and ongoing relationship management. We cater to a well-established and swiftly growing portfolio of enterprise-level accounts, each with unique and complex payment and service requirements. The team has experienced substantial growth recently and is poised for exciting developments.
The Client Services team is responsible for managing all daily interactions and service delivery for Ebury's Mass Payment clients. All late-stage and post-sales support—such as service solutions development, implementation/client training, inquiry resolution, and account management—is executed through this core function.
As a Senior Client Relationship Manager, you will play a pivotal role within the team, serving as the primary contact for several key enterprise-level corporate clients, providing daily service support and trading assistance.
The support team is tasked with delivering front-end service to these essential clients in a fast-paced environment, and your leadership skills will be crucial.
You will possess proven account management expertise combined with technical and operational payment knowledge to provide industry-leading daily service to our enterprise-level accounts.
You will be at the forefront of the primary revenue and growth area of the business during an exciting phase for the company, acting as an ambassador for our products and services.
You will report directly to a Client Account Director and collaborate closely with them to maximize potential opportunities within your assigned client portfolio.
Key Responsibilities:
Manage and take ownership of a portfolio of key mass payment accounts. Ensure delivery of service KPIs/SLAs for your client portfolio. Build and maintain solid, trusting relationships with senior-level clients. Serve as the main point of contact for escalations and issue resolution. Provide operational support and assist with daily inquiries. Conduct presentations and live client demonstrations/training as needed. Maintain Client Management Information for accountability and traceability. Manage multiple clients concurrently while meeting deadlines. Oversee the quality assurance, production, and refinement of client-facing and internal reports on key service metrics. Collaborate on inter-team process development and refinement.Product Expertise:
Act as a 'go-to' resource on our payments platform and technical capabilities, possessing in-depth knowledge of our systems and products while proactively driving ongoing integration and product development initiatives with clients. Uphold our service quality ethos and guide our client approach internally to maintain industry-leading standards, setting an example for exceptional service delivery. Conduct presentations and live technical demonstrations/training as necessary for clients, prospects, and internal stakeholders. Provide leadership and mentorship to team members. Actively mentor and monitor quality/service levels within the team, defaulting to a leadership position to set the standard for industry-leading service quality. Oversee communication with our SME clients. Train new team members and recommend improvements to our training/induction programs. Mentor junior team members to enhance their skills and support their development. Measure the quality assurance of outgoing communications across your sub-team.Commercial Acumen:
Monitor market rates and external economic factors that may impact business and client utilization of services. Analyze payment data/trends to derive insights. Demonstrate strong commercial awareness by identifying organic growth opportunities among client accounts, including upselling and cross-selling. Proactively grow revenue within client accounts by identifying commercial opportunities and establishing strong working relationships with key stakeholders. Negotiate foreign exchange margins as necessary with existing and new clients. Develop and manage solid, trusting relationships with key Mass Payment clients. Maintain and enhance existing relationships, ensuring operational and commercial success of your portfolio. Connect with key business executives and stakeholders both internally and within your client portfolio. Anticipate client needs and improvements, fully understanding these key relationships. Establish touchpoints and maintain proactive, regular contact with client-side stakeholders. Deliver client reviews and enhance processes and service improvements.Collaboration with Operational Teams:
Act as the escalation point for handling and resolving escalated issues as necessary. Ensure adherence to client KPIs/SLAs and report to relevant stakeholders in a timely manner. Drive operational/service improvements and efficiency by mediating between clients and internal teams. Project manage the onboarding of new clients, following established procedures and timelines. Coordinate with team members working on the same account to ensure consistent service delivery. Additional duties may be required as necessary.About You:
Leadership and client engagement skills. You naturally set the tone for world-class client support/service and instill confidence when interacting with external clients or internal stakeholders. Proven success and experience in a client-facing role, particularly with senior experience managing high-value accounts. Line management or leadership experience is preferred. Strong client-facing abilities, capable of engaging with a wide range of internal and external stakeholders. Attention to detail is crucial. You take ownership of your accounts and demonstrate a work ethic that sets the standard for our teams. Experience with live currency trade booking and handling high-value payments is essential. Ability to identify issues proactively and maintain awareness of the broader context. Thrive in a high-pressure environment. Manage workload effectively under tight deadlines. Confidence in liaising between multiple internal departments to find solutions. Strong commercial awareness. Confidence in promoting the company’s offerings and identifying new opportunities for account growth. Proficiency with numbers, including exchange rates and profit margins.Familiarity with Microsoft Office Suite (especially Excel) is beneficial; knowledge of Google Suite is a plus but not mandatory.
An interest in currency markets is advantageous but not essential.