Customer Success Manager

Client Account Manager / Customer Success Manager

High Wycombe - Office based, 4 days in the office, 1 day working from home

Ebury Mass Payments (EMP) is the premier non-bank provider of high volume currency and payment solutions. The division operates in 5 of the 24 Ebury offices and has made a recent acquisition which will dramatically accelerate growth.

The Client Services team handles all day-to-day relations and service delivery for Ebury’s Mass Payment clients. All late-stage and post-sales support – e.g. service solutions building and mapping, implementation/client training, enquiry handling and account management is delivered through this core function of the business.

As an Account Manager, you’ll act as a senior operational member of the team and the point of contact for some of our key enterprise-level corporate clients, providing daily service support and trading assistance. 

The support team is responsible for front-end service delivery to these key clients in a high paced environment, and you’ll have the leadership skills to match.

You’ll have demonstrable account management skills coupled with technical and operational payment knowledge in order to deliver industry-leading day-to-day service to our enterprise-level accounts. 

You’ll be servicing the primary revenue and growth area of the business at an exciting time for the company, at the forefront as an ambassador for the product and service.   

Responsibilities:

Overall management and ownership of all key mass payment accounts (operationally)

• Responsibility for delivery of service KPIs/SLAs for a book of clients
• Developing a solid and trusting relationship with our key clients at a senior level
• Acting as main point of contact for escalations and issue resolution
• Provide platform/operational support and assist with daily enquiries
• Presentations and live client demos/training where required
• Maintaining Client MI for accountability and traceability
• Service multiple clients concurrently whilst  meeting deadlines
• QA, production and refining of client-facing and internal reports on key service metrics
• Inter team process building and refining 

Product expertise

• You’ll be a ‘go to’ person on our payments platform and technical capabilities. You will know our systems and products inside out whilst proactively driving ongoing integration and product development initiatives with our clients
• You’ll guide our service quality ethos and inform our client approach with our teams internally to maintain industry-leading standards, leading by example for how to deliver exceptional service
• Presentations and live technical demos/training as necessary to clients, prospects as well as internal stakeholders
• Leadership and mentorship
• Active mentoring and monitoring of quality/service levels within team and defaulting to ‘’leadership position’’ to set standard/example for industry-leading service quality
• Overseeing the narrative and communication with our SME clients
• Training new starters and making recommendations to the ongoing improvement of our training/induction programmes
• Mentoring junior members of the team to upskill them and assist in their development.
• Measuring quality assurance of outgoing communications via all channels across your sub-team
  Commercial Accum

• Monitor market rates and external economic factors which may impact the business and clients utilisation of the service
• Analysis of payment data/trends to draw insights (month-on-month trend analysis)
• Demonstrate strong commercial awareness by identifying organic growth opportunities among client accounts, including upselling and cross-selling as part of trend analysis
• Responsible for proactively growing revenue of client accounts, by identifying commercial opportunities and establishing a strong working rapport with client key stakeholders and internal commercial counterparts
• Negotiating FX margins where required with existing and new clients

Developing and managing a solid and trusting relationship with our key Mass Payment clients

● Maintaining and actively enhancing our existing relationships, accountable for operational and commercial success of a portfolio of accounts. Keeping the client experience a priority
● Connecting with key business executives and stakeholders both internally and within a book of clients
● Anticipating needs and improvements of accounts and fully understanding these key relationships
● Establishing touchpoints and maintain proactive, regular contact with client-side stakeholders across various levels
● Delivery of client reviews (operationally), enhanced processes and servicing improvements
Work closely with operational teams to:

● Act as escalation point/main point of contact for handling and resolving escalated issues where necessary
● Make sure clients KPIs/SLAs are adhered to and reporting on to relevant stakeholders in a timely manner.
● Drive operational/service improvements and efficiency through mediating between clients and internal teams to see through to completion
● Project manage the onboarding of new clients, following the correct procedures and timeframes
● Coordinate with team members working on the same account to ensure consistent service
About you:
- Leadership and client manner
o You naturally set the tone for world-class client support/service and instil confidence when dealing with external clients or internal stakeholders across all levels
o You have demonstrable success and experience within a client facing function with senior experience handling high value accounts operationally (ideally a middle office environment)
o You may also have had line management experience or other leadership experience
o You have clear client facing abilities and can deal with a wide range of internal and external stakeholders simultaneously
- Eye for detail
o You take true ownership of your accounts, and have a work ethic that sets the standard for our teams leaving no stone unturned in pre-empting the needs and strategy of your clients
o Dealing with live currency trade booking, banking information, figures and high value/volume payments and clients - accuracy of work is particularly key
o Helping the team to identify issues preemptively (e.g., payment dates, banking data etc.), and constant awareness of the ‘’big picture’’
- Strives in high pressure/pace environment
o Managing workload around tight time constraints
o Confidence liaising and mediating between multiple internal departments to find solutions
- Commercial awareness
o Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts
   Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts
   Head for numbers – confidence dealing with numbers - exchange rates, profit margins and an awareness of commercial implications 

Experience with Microsoft suite (particularly excel) helpful and Google suite advantageous but not essential

• Interest in currency markets is advantageous but not essential

Account Manager Skills and Qualifications:

• Account Management Experience
• Client-Focused Solutions Experience
• Project Management Skills
• Ability to Communicate Client Needs with stakeholders
• Ability to Manage Multiple Projects and Relationships Simultaneously
• Negotiation Skills, Listening Skills, Communication Skills, Presentation Skills, Time Management Skills
• Required to have at least five years of work experience in account management or customer service
• Must have experience working in a similar industry

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