Manager, CSM

2 weeks ago

London, Greater London, United Kingdom TerraPay Full time £80,000 - £120,000 per year

Role Overview:

In this role you will lead client lifecycle management for high-value partners for TerraPay's Europe business. This role is pivotal in leading partner onboarding, driving client satisfaction, retention, and growth through performance monitoring, strategic reviews, and cross-functional collaboration. You will be responsible for overseeing the full project lifecycle working with internal and external stakeholders to drive seamless launch and client growth. This role will require working in close collaboration with client and TerraPay's Business Development teams along with other cross-functional teams responsible for onboarding and operations. While the role requires identifying growth opportunities, it does not entail revenue targets.

Key Responsibilities:

Client Lifecycle Management

  • Own end-to-end client relationships from onboarding through maturity.
  • Develop and execute account plans tailored to client needs and business goals.
  • Ensure seamless onboarding of new clients and business expansion for existing clients.
  • Coordinate end-to-end partner API integration process and handle multiple deliverables.
  • Identify opportunities and business needs to accurately scope, plan, and deliver integration projects.
  • Manage and coordinate project schedules, anticipate risks, provide mitigation, and ensure successful delivery.

Performance Monitoring & Optimization

  • Track and analyze client transaction volumes, revenue, and service metrics.
  • Identify trends, risks, and opportunities to improve client performance.
  • Drive initiatives to enhance client experience and operational efficiency.

Strategic Engagement

  • Conduct Quarterly Business Reviews (QBRs) with key stakeholders.
  • Present insights, performance metrics, and strategic recommendations.
  • Act as a trusted advisor to clients, aligning solutions with their business objectives.

Cross-Functional Collaboration

  • Liaise with internal teams (Product, Operations, Compliance, Tech, Finance) to resolve issues and deliver client solutions.
  • Coordinate with external partners and vendors as needed.
  • Champion client needs within the organization to influence roadmap and priorities.

Requirements

  • 10+ years of experience in Key Account Management, preferably in fintech or payments.
  • Proven success managing enterprise or strategic accounts.
  • Strong understanding of cross-border payments, FX, remittances.
  • Excellent analytical, communication, and stakeholder management skills.
  • Experience with CRM tools, data dashboards, and client reporting platforms.
  • Familiarity with API integrations is essential.
  • Manage multiple projects and clients simultaneously and deliver in a fast-paced environment.

Interview Process:

  • There will be 3 rounds of interviews, apart from HR interviews:
  1. With Reporting Manager
  2. VP – CSM
  3. President – Client Onboarding & Delivery

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