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.

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
  

  LI-SM1

LI-onsite

• Management and ownership of a portfolio of 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