My Client is an international payments business that helps move money around the world. They are passionate about providing excellent and speedy service to their customers, and the Customer Success Managers always put our customers first. They are a global team, and their Merchant Services teammates are currently located in Sydney, Hong Kong, Singapore, Shanghai, Amsterdam, and London.

Job Summary:

My client are seeking an experienced Client Services Manager to lead my clients team of Customer Success Managers in the FX/Payments industry. The ideal candidate will be responsible for ensuring that their customers are successful in using our FX/Payments products and services. This will include overseeing the daily operations of the customer success team, setting and tracking team goals, and developing strategies for customer engagement and retention.

Key Responsibilities:

• Manage and oversee a team of around 10 Customer Success Managers who work with our UK customers to ensure their success
• Champion our UK customers whilst leading projects and best practice initiatives
• Set and track team goals related to customer engagement, retention, and satisfaction
• Develop and implement strategies to increase customer engagement and retention
• Work cross-functionally with sales, product, and engineering teams to identify and address customer issues and opportunities
• Establish processes and procedures to ensure high-quality customer interactions and support
• Analyze customer data and feedback to identify trends and opportunities for improvement
• Provide coaching and professional development opportunities for team members
• Collaborate with other managers and stakeholders to continuously improve customer success processes and procedures

Qualifications:

• Exceptional leadership and coaching skills - knows how to build a high-performing team and drive results while having fun together
• Keen client relationship/ account management/ customer service focus
• Professional English speaker (Additional European languages preferred)
• Financial services experience preferred
• Excellent communicator - verbal and written
• High collaboration and team-oriented ethic
• Strong numerical and analytical skills
• Fun seeker with a positive outlook on life
• Ability to work from the office a minimum of 3 days per week - currently Tuesdays | Wednesdays | Thursdays | 8:30-17:30