Customer Success Manager

17 juin 2025 Artia13 2 Views

Présentation du Poste de Customer Success Manager chez Ebury

Contexte et Entreprise

Ebury, entreprise fintech de premier plan, joue un rôle essentiel dans l’autonomisation des entreprises pour commercer à l’international. Fondée en 2009 par Juan Lobato et Salvador García, Ebury a su se développer rapidement, comptant désormais plus de 1 700 employés répartis dans 38 bureaux à travers le monde. L’entreprise offre une gamme complète de produits, notamment des solutions de paiements internationaux, de gestion des risques de change et de financement commercial.

Poste à Pourvoir

Titre du poste : Customer Success Manager

Localisation : Londres (En présentiel 4 jours, 1 jour de télétravail)

Description du Poste

Le Customer Success Manager est un membre clé de l’équipe de services clients, responsable de la gestion des relations et de la livraison de services aux clients des Mass Payments d’Ebury. Ce rôle implique une interaction directe avec des clients d’entreprise de haut niveau, offrant un support quotidien et des conseils en matière de trading.

Responsabilités

Les principales responsabilités comprennent la gestion des comptes clés en matière de paiements de masse, la satisfaction des indicateurs de performance clés (KPI) et les accords de niveau de service (SLA), ainsi que l’établissement de relations solides avec les clients. Les missions s’articulent autour de plusieurs axes :

Gestion des comptes : Ownership opérationnel de tous les comptes clients majeurs.
Expertise Produit : Connaissance approfondie de la plateforme de paiements et des capacités techniques.
Analyse Commerciale : Identifier les opportunités de croissance et d’upselling.
Relations Clients : Maintenir et optimiser les relations avec les clients clés.
Gestion des Équipe : Leadership et mentorat au sein de l’équipe, garantissant un service exceptionnel.

Qualités Recherchées

Les candidats doivent démontrer un sens aigu du leadership et des compétences en relation client, tout en étant capables de gérer une charge de travail importante dans un environnement dynamique. Les critères de sélection incluent :

Expérience en Gestion de Comptes : Minimum cinq ans dans le domaine, idéalement en milieu bancaire ou financier.
Aptitude à Travailler Sous Pression : Capacité à naviguer dans des délais serrés tout en maintenant une qualité de service élevée.
Sens Commercial : Capacité à repérer et exploiter les opportunités de croissance.
Compétences Techniques : Connaissance des outils informatiques (Microsoft Suite, Google Suite) est un atout.

Engagement et Inclusion

Ebury s’engage à promouvoir un environnement de travail inclusif, où la diversité est non seulement appréciée mais célébrée. L’entreprise reconnaît que la diversité culturelle contribue à l’innovation et à la créativité au sein de ses équipes, faisant d’Ebury un lieu unique de collaboration et de partage.

Comment Postuler

Pour rejoindre Ebury et contribuer à son histoire de succès en tant que Customer Success Manager, il est conseillé de soumettre sa candidature directement sur le site des carrières de l’entreprise, en y incluant un CV en anglais.

Postulez dès maintenant !
Cliquez ici pour postuler.

### Conclusion
Le poste de Customer Success Manager chez Ebury représente une occasion unique de faire partie d’une entreprise dynamique et en pleine croissance dans le secteur fintech, tout en favorisant des valeurs d’inclusion et d’innovation. Les candidats ayant une passion pour le service client et des compétences avérées en gestion de comptes sont encouragés à se manifester.

📅 Date de publication de l’offre : Sat, 07 Jun 2025 03:46:48 GMT

🏢 Entreprise : Ebury

📍 Lieu : London

💼 Intitulé du poste : Customer Success Manager

💶 Rémunération proposée :

📝 Description du poste : Ebury is a leading global fintech company that empowers businesses to trade and grow internationally. It offers a comprehensive suite of products, including international payments and collections, FX risk management, trade finance, and API integrations. Founded in 2009 by Juan Lobato and Salvador García, Ebury is one of the fastest-growing global fintechs, with over 1,700 employees and 38 offices in more than 25 countries.Client Account Manager / Customer Success ManagerLondon – Office based, 4 days in the office, 1 day working from homeEbury Mass Payments (EMP) is the premier non-bank provider of high volume currency and payment solutions. The division operates in 5 of the 24 Ebury offices and has made a recent acquisition which will dramatically accelerate growth.The Client Services team handles all day-to-day relations and service delivery for Ebury’s Mass Payment clients. All late-stage and post-sales support – e.g. service solutions building and mapping, implementation/client training, enquiry handling and account management is delivered through this core function of the business.As an Account Manager, you’ll act as a senior operational member of the team and the point of contact for some of our key enterprise-level corporate clients, providing daily service support and trading assistance.The support team is responsible for front-end service delivery to these key clients in a high paced environment, and you’ll have the leadership skills to match.You’ll have demonstrable account management skills coupled with technical and operational payment knowledge in order to deliver industry-leading day-to-day service to our enterprise-level accounts.You’ll be servicing the primary revenue and growth area of the business at an exciting time for the company, at the forefront as an ambassador for the product and service.Responsibilities:Overall management and ownership of all 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 improvementsWork closely with operational teams to:● Act as escalation point/main point of contact for handling and resolving escalated issues where necessary
● Make sure clients KPIs/SLAs are adhered to and reporting on to relevant stakeholders in a timely manner.
● 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
● Coordinate with team members working on the same account to ensure consistent serviceAbout you:
– Leadership and client manner
o You naturally set the tone for world-class client support/service and instil confidence when dealing with external clients or internal stakeholders across all levels
o You have demonstrable success and experience within a client facing function with senior experience handling high value accounts operationally (ideally a middle office environment)
o You may also have had line management experience or other leadership experience
o You have clear client facing abilities and can deal with a wide range of internal and external stakeholders simultaneously
– Eye for detail
o You take true ownership of your accounts, and have a work ethic that sets the standard for our teams leaving no stone unturned in pre-empting the needs and strategy of your clients
o Dealing with live currency trade booking, banking information, figures and high value/volume payments and clients – accuracy of work is particularly key
o Helping the team to identify issues preemptively (e.g., payment dates, banking data etc.), and constant awareness of the »big picture »
– Strives in high pressure/pace environment
o Managing workload around tight time constraints
o Confidence liaising and mediating between multiple internal departments to find solutions
– Commercial awareness
o Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts
Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts
Head for numbers – confidence dealing with numbers – exchange rates, profit margins and an awareness of commercial implicationsExperience 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-CD1
#LI-HYBRIDAbout UsEbury is a FinTech success story, positioned among the fastest-growing international companies in its sector.Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 25 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family.Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe’s Fastest-Growing Companies.None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future.Please submit your application on the careers website directly, uploading your CV / resume in English.

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