Ebury is a hyper-growth FinTech firm, named in 2021 as one of the top 15 European Fintechs to work for by AltFi. We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration.
Client Account Director
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 division of Ebury Mass Payments incorporates all post-sales client-facing functions. This includes solutions architecture, implementation and integration, day-to-day support/customer service, and ongoing relationship management. We service an established and rapidly growing book of enterprise-level accounts each with their own complex payment and servicing needs. The team has seen extensive recent growth and has significant incoming pipelines, so we are at a very exciting time for the business.
Our Client Account Directors are central to driving the success of our implemented Mass Payment client partnerships. They have in-depth product knowledge, exemplify our unrivalled service approach, and have an ability to maintain and direct the high-level strategic vision and commercial success of our most important accounts. You'll have a combination of senior client facing skill/experience in an operational setting and demonstrable, extensive line management experience (people management, mentoring, coaching, development, training).
Responsibilities:
* Line management for a sub-team who will be assisting you in the service delivery of a portfolio of clients.
* Monitoring and driving team performance (client service levels, response times, driving account success/growth) for our service execs.
* Direct line management of Lead and Client Services Executives including workload distribution, productivity, report production, meeting setting, QA, and KPIs.
* Accountable for service delivery KPIs/SLAs.
* Team development – Carrying out performance reviews and setting personal targets/training strategies.
* Maintaining the quality and efficient delivery of our training programs.
* Driving departmental change and process improvement as well as engaging internal stakeholders to drive additional services in line with anticipated growth strategies.
* Overall responsibility for team processes.
* You'll be a 'go to' person on our payments platform, internal architecture, our technical capabilities and wider services.
* 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.
* Maintaining and actively enhancing our existing relationships, accountable for operational success of a portfolio of accounts. Keeping the client experience a priority.
* Anticipating needs and improvements of accounts and fully understanding these key relationships.
* Establishing touchpoints and maintaining proactive, regular contact with client-side stakeholders across various levels.
* Conduct regular reviews with operational client services counterparts on account performance to identify opportunities for operational or commercial improvements.
* Regularly monitor service levels to deliver against SLAs/KPIs.
* 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.
* You may be required to carry out duties outside of the responsibilities listed as may be necessary from time to time.
About you:
We're seeking a highly motivated and experienced individual to join our team and take charge of managing and expanding our key B2B client relationships. Your exceptional communication presentation and relationship building skills will be crucial in building strong partnerships with our existing clients and achieving our performance and revenue targets.
* 5+ years of client management experience across FX or Fintech.
* A strong understanding of FX markets and global economic impacts.
* Proven success managing a portfolio of enterprise size clients and evidence of prioritising client requests and relationships.
* Ambition and drive to grow existing client contracts through partnership expansion and product upsells.
* An analytical mind who can dive deep into data, identify patterns and generate insights for the benefit of our customers.
* Excellent communication and presentation skills.
Leadership and professionalism:
* You have demonstrable line or team management experience in a client facing setting.
* You naturally set the tone for world-class client servicing and instil confidence and trust when dealing with clients or internal stakeholders at every level.
* You have clear people management abilities and can deal with a wide range of internal and external issues and stakeholders simultaneously whilst supporting training structures and team development.
* Demonstrable experience and success within a senior account management function (payments preferred, or similar background) having sole responsibility for enterprise level relationships.
Product knowledge:
* Technical understanding of payment products/methods and confidence discussing payment strategies/solutions with high level stakeholders.
* Dealing with live currency trade booking, banking information, figures and high value/volume payments and clients - accuracy of work is key.
Commercial awareness:
* Self-starting approach to analysing your client's trends, identifying commercial opportunities for growth.
* Proactively thinking ahead to anticipate your client's strategy and account for their every need from a service perspective.
* Confidence to promote the company offering through cross-selling, and awareness to identify new opportunities to grow new and existing key accounts.
* Head for numbers - exchange rates, profit margins and an understanding of commercial implications.
* You have the vision to lead client strategy calls or commercial reviews, bringing your insights and objectives to fruition through clear communication and management of different stakeholders.
Ownership and accountability:
* No stone is left unturned, and you take true ownership for your accounts, driving the operational and commercial success by understanding every aspect of the relationship.
* Helping the team to identify issues preemptively (e.g., payment dates, banking data etc.), and constant awareness of the ''big picture''.
* You have an aptitude for operational and technical understanding, particularly around client escalations and issue resolution.
* You'll be able to balance between your technical product knowledge and senior relationship management skills.
* Experience with Microsoft suite (particularly excel) and Google Suite advantageous but not essential.
* Interest in currency markets advantageous but not essential.
Location:
Our office is located at St John's Place, in a prominent location in the heart of High Wycombe, just a few minutes walk to the town's train station. The station has regular direct links to London, Birmingham and Aylesbury, reaching London in just 25 minutes (fastest time). For those travelling by car, Junction 4 of the M40 is just a 5 minute drive from the office.
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About Us
Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector.
Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 25 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be.
Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies.
None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.
We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future.
Please submit your application on the careers website directly, uploading your CV / resume in English.
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