Customer Success Manager

2 months ago

Birmingham UK, West Midlands, United Kingdom EML Full time

Role Title: Customer Success Manager

Reports to: Director of Customer Operations

Location: Birmingham

Job Type: 12 Month FTC


About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.


As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.


Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.


The Role

The Customer Success Manager role is focused on the ownership and continual improvement of the service offered to our customers in the various countries EML operates in. The role will maintain and develop excellent working relationships with new and existing customers which fulfil and then exceed the service expectations of the customer and EML.


What you’ll do

  • Day-to-day management and co-ordination/prioritisation of workload for customers, delivering on time and high-quality inputs to them as required to ensure the continuation of business growth
  • Ownership of key customers from a commercial/contract perspective working closely with the customer service team who deliver operational support
  • Growing and developing existing customers, together with generating new business opportunities where possible from those customers i.e. upselling
  • Maintenance of the client database
  • Respond to daily customer queries that are more complex than those handled by customer support (escalations or second-line level matters)
  • Manage a detailed account plan for all customers. Ensure information is gathered on customers proactively prior to meeting them, assess the customer’s current and future operational and commercial needs when talking to them, and propose alternatives to optimise efficiency and revenue
  • Manage a diverse range of complex or bespoke customer requests on a daily basis
  • Assist in the development of new business / renewal of business strategy for customers with your relationships including preparing re-tender submissions
  • Assist the customer support team to resolve customer enquiries and operational matters within established SLAs
  • Play a supporting role in customer contract renewals with the Director – Customer Success
  • Manage other functions within EML to deliver information needed to support you in driving awesome customer experience with EML – finance, operations, risk and IT


What you’ll bring

  • Relationship Management experience and the ability to build trust
  • Ability to operate in a team environment and collaborate at a high level
  • Operate in a fast-changing market and business environment
  • Excellent problem-solving skills
  • Knowledge of Prepaid or Gift Card a bonus
  • Ability to operate at high level internally and with customers
  • Proven track record of consistent delivery of results in a solution-orientated manner
  • Role will require travel to customer sites from time to time
  • Excellent communication skills and the ability to influence at a high level, both internally and externally
  • High level of organisation and the ability to deal with multiple complex projects at the same time


What you will be offered

If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.


  • 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days
  • Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short-term and long-term secondment options.
  • Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
  • Company Enhanced Family Leave Options*
  • 12 weeks paid New Parent Leave*
  • Paid Professional Memberships
  • Pension Scheme*
  • Short term bonus scheme*
  • Company Private Medical Insurance Scheme – 50% covered by EML*
  • Long term illness cover – 75% of your basic Annual Salary
  • Life Assurance (Death in Service) Cover – 4x your basic Annual Salary
  • Employee Assistance Programme – accessible 24/7
  • BenefitsHub – get discount vouchers for your favourite retailers


(*some benefits are subject to qualifying criteria)


Company Culture and Values

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.


Company Structure

EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.


EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.


We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.

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