Client Account Director

at  Ebury

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.

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. You keep people engaged and have a strong ability to ‘read the room’ to know what you should say or show next to clients.

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

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 stakeholder 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 will know our systems and products inside out (e.g. Trading platform, trade financing, hedging facilities) whilst proactively driving ongoing integration and product development initiatives with your 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.
• 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 maintain 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

OWNERSHIP AND ACCOUNTABILITY

• No stone is left unturned, and you take true ownership for your accounts, driving the operational andcommercial 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, and know how to manage an issue to completion with professionalism, efficiency, accountability, and sensitivity
• You’ll be able to balance between your technical product knowledge and senior relationship management skills. You’re the type of person who truly embodies ‘’owning’’ your accounts, expertly switching between internal and external stakeholders at all levels to drive relationships and deliver results
• Experience with Microsoft suite (particularly excel) and Google Suite advantageous but not essential
• Interest in currency markets advantageous but not essential