Client relationship manager
- Job type Full-time
- Experience Any
Our Client is the world’s leading b2b neobank and their services include emoney, payments and identity verification, which all revolve around optimizing the online payment journey in a seamless and secure way. They are currently looking for a Client Relationship Manager for their dynamic team. The ideal candidate will have experience in providing customer support in a Service Desk environment.
Compliance with the Company’s policies and procedures, including audit requirements, confidentiality, AML/CTF, information security and data privacy of the Company’s customers and end users.
Comply with, in particular, procedures covering support and management of customers, including account settings and ongoing customer account support.
Build and maintain lasting relationships with the company's customers as the primary point of contact in the on boarding and integration process
Answer customer calls using various communication mediums as an active member of the support team, along with carrying out quality controls check regulatory, whilst being the escalation point for customers.
Work closely with other internal teams to help deliver exceptional customer experiences
Produce regular reporting, including analyses of statistical data on query trends, peak times etc. and to record data based on customer pain points.
Follow up improvements and resale notes and identify up-sale possibilities.
Identify churn risks and additional revenue opportunities.
Identify and execute improvements of internal processes and procedures.
Perform product and feature demos, user training, and public facing webinars
Personally, solve Tier 1technical issues and escalate issues to technical support and other internal teams as needed
Native English speaker preferred; other languages will be considered an advantage
Excellent customer service skills
Must be tech savvy
Strong written and verbal communications skills essential for this role
Possess outstanding presentation skills, interpersonal skills and be self-reliant, independent and willing to work and grow with the team
Confidence to speak and present product information in front of groups with ease
Willingness to travel, up to several days each month
Aptitude to work in a fast-paced environment
Flexibility for shifting customer support as part of a rota
Private health insurance plan participation
Performance Bonus, including mix of cash and share-based scheme of company stock for outstanding performers.
Work space perks: breakfast for early starters, barista coffee, subsidized lunch