Key Client Relationship Manager

3 weeks ago

London, Greater London, United Kingdom Ebury Full time

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: Client Account Manager

Location: London (with occasional travel)

Work Arrangement: Primarily office-based with flexibility for remote work

Ebury Mass Payments (EMP) stands as the leading non-bank provider of high-volume currency and payment solutions. With a recent acquisition, we are poised for significant growth, enhancing our service capabilities.

The Client Services division within Ebury Mass Payments encompasses all client-facing functions post-sale, including solutions architecture, implementation, integration, and ongoing support. We cater to a diverse and expanding portfolio of enterprise-level accounts, each with unique payment and service requirements. Our team is experiencing substantial growth and is positioned at a pivotal moment for the business.

As a Client Account Manager, you will play a crucial role within the team, serving as the primary contact for key corporate clients and delivering daily service support and trading assistance.

The support team is tasked with providing exceptional service delivery to these vital clients in a dynamic environment, requiring strong leadership skills.

Key Responsibilities:

  • Manage and oversee a portfolio of significant mass payment accounts.
  • Ensure service KPIs and SLAs are met for assigned clients.
  • Build and maintain strong, trusting relationships with senior-level clients.
  • Act as the main point of contact for escalations and issue resolution.
  • Provide operational support and assist with daily inquiries.
  • Conduct presentations and live demonstrations for clients as needed.
  • Maintain client management information for accountability.
  • Simultaneously service multiple clients while meeting deadlines.
  • Produce and refine client-facing and internal reports on key service metrics.
  • Facilitate inter-team process improvements.

Product Expertise:

  • Become a knowledgeable resource on our payments platform and technical capabilities.
  • Drive ongoing integration and product development initiatives with clients.
  • Lead by example in delivering exceptional service quality.
  • Provide training and mentorship to junior team members.
  • Monitor service quality and ensure high standards are maintained.

Commercial Acumen:

  • Analyze market trends and external factors affecting client service utilization.
  • Identify growth opportunities within client accounts, including upselling and cross-selling.
  • Negotiate foreign exchange margins with clients as necessary.
  • Develop and nurture strong relationships with key stakeholders.
  • Proactively anticipate client needs and maintain regular communication.

Collaboration with Operational Teams:

  • Serve as the escalation point for resolving complex issues.
  • Ensure adherence to client KPIs and timely reporting.
  • Drive operational improvements through effective communication with internal teams.
  • Manage the onboarding process for new clients.
  • Coordinate with team members to ensure consistent service delivery.

About You:

  • Proven leadership skills and a client-focused approach.
  • Experience in managing high-value accounts in a client-facing role.
  • Strong attention to detail and a proactive mindset.
  • Ability to thrive in a fast-paced environment.
  • Confidence in liaising with various internal departments.
  • Commercial awareness and a strong numerical aptitude.
  • Familiarity with Microsoft Office Suite, particularly Excel, is advantageous.
  • An interest in currency markets is a plus.

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