CLIENT SUCCESS ASSOCIATE

Job type: Full-time
Location Freemarket operates a hybrid working model, with an expectation that you will attend our London Bridge office twice per week. A higher frequency of on-site attendance will be required during the initial training period to ensure a smooth onboarding process.

ABOUT FREEMARKET

Freemarket works with businesses globally to accelerate their growth by giving them access to cross-border payments and currency exchange optimised for their treasury and operational needs. By providing aggregated banking access we do the heavy lifting around payments and FX, keeping it simple, fast and easy for our clients to do business anywhere, anytime.
At Freemarket, our success is driven by our commitment to core behaviours that shape how we work and deliver value. We take accountability, ensuring outcomes are met with urgency and transparency. Our data-driven approach blends rigorous analysis with intuition to guide sound decision-making. We encourage innovation by being curious learners, always seeking new knowledge, skills, and perspectives. We act as team players, prioritising team success over individual recognition, and our client-centric mindset ensures we consistently understand and meet the needs of our clients, adding value at every step. These behaviours run through everything we do, enabling us to exceed expectations and support our clients’ growth effectively.

WITH INTEREST IN (EXPERIENCE HELPFUL BUT NOT NECESSARY):

• Working in a B2B environment supporting clients and Commercial teams
• Experience and familiarity in Payments, Banking, FX and Treasury Management
• Knowledge of payment processing and Acquiring, Issuing and ecommerce

• Previous experience working in a start-up or new business unit is useful but not essential

  The person we are looking for:

• Delivers outstanding service through a client-focused approach.

• Collaborative team player with an open mind, intellectual curiosity, and a strong work ethic.
• Has the ability to multi-task and work with multiple teams to deliver an optimal client experience
• Takes ownership of tasks, anticipates challenges, and acts with urgency to meet objectives
• Ability to effectively manage time-sensitive tasks in a fast-paced environment with little supervision
• Proficient in crafting and conveying messages in a clear, professional, and timely manner across all communication channels.
• We need someone with the mindset and headroom to grow into this very exciting role and team
• Experience or understanding of our core verticals would be advantageous - Digital Assets, Gaming/Gambling, Forex/CFD. PSP’s and Money Service Businesses

JOB PURPOSE

We are looking for a client-oriented professional to join our Client Success team. In this position, you will manage the complete client experience, ensuring consistently high standards of service and support. You will also play a crucial role in supporting Account Managers by handling operational and relationship tasks, allowing them to concentrate on expanding client accounts. The ideal candidate will be passionate about delivering exceptional service and have a strong interest in, or relevant experience within, the regulated payments and/or banking sector.

RESPONSIBILITIES WILL INCLUDE:

• Serve as the primary point of contact for all day-to-day queries within your assigned client portfolio.
• Accountable for managing and improving CSAT and NPS scores across your client portfolio.
• Partnering with Account Management and Client Delivery to assist in the smooth onboarding of additional client accounts.
• Contributing to quarterly QBRs and adhoc client discussions as needed (both in person and online)
• Responsible for ongoing account management on our platform, configuring client setup including rate cards and user management.
• Collaborating with internal teams such as Banking Operations, Finance and Transaction Monitoring to ensure prompt resolution of queries.
• Working closely with the Client Delivery team to complete annual KYC reviews and ongoing monitoring