Act as the primary point of contact for assigned clients, understanding their needs and delivering timely, effective solutions. Build, maintain, and nurture strong, long-term relationships to ensure client satisfaction and loyalty.
Uphold customer relationships by regularly monitoring feedback, account performance, and progress.
Proactively identify opportunities to upsell and cross-sell our products and services to existing clients.
Collaborate with internal teams to ensure seamless delivery of products and features to our clients.
Educate clients on new products or services to help them maximize value and achieve success.
Oversee contract renewals, negotiations, and amendments while maintaining accurate client records.
Monitor client satisfaction levels and address any concerns or issues promptly and professionally.
You will fully own the post-onboarding customer experience for multiple customers concurrently – including contract management, daily support, product adaptations, demos, renewal negotiations, relationship management.
You will work closely with the Support Data Analysts, product teams, and engineers to provide feedback and product solutioning where necessary.
You may also work with other teams like sales and legal to validate and facilitate their requests to customers.
You will work to understand each customer’s ongoing product needs and gather valuable use cases, workflows, requirements, and feedback to represent the customer voice to the product team, effectively separating the signal from the noise.
A curious, analytical problem solver who likes to dive into the details, but also seeks to understand the bigger picture
An organized person with attention to detail and ability to work independently and collaboratively in fast-paced environment
A quick learner, humble listener open to feedback with a strong internal thrive for improvement
An excellent communicator in English – both written and spoken – equally able to craft customer communication or smoothly lead a video call with stakeholders
Proven experience as a client manager or in a similar role, preferably within the finance sector
Knowledge of anti-money laundering (AML) compliance, fraud prevention, and related legal frameworks, or an understanding of banking or financial industry operations.
Prior experience working with data (e.g., SQL) or in product development, and/or collaborating with data scientists or product engineers.
A desire to beat financial crime.
1. CV + 3 questions
2. Interview with the Client Management Team Lead and a team member 60min
3. Final interview with the Head of Client Operations 30min