Customer Account Director

Customer Account Director

High Wycombe

Office based, 4 days in the office, 1 day working from home

Ebury 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 division of Ebury Mass Payments incorporates all post-sales client-facing functions. This includes solutions architecture, implementation and integration, day-to-day support/customer service, and as well as ongoing relationship management. We service an established and rapidly growing book of enterprise-level accounts each with their own complex
payment and servicing needs. The team has seen extensive recent growth and have significant incoming pipelines, so we are at a very exciting time for the business.

Our Customer Account Directors are central to driving the success of our implemented Mass Payment client partnerships. They have in-depth product knowledge, exemplify our unrivaled service approach, and have an ability to maintain and direct the high-level strategic vision and commercial success of our most important accounts. You’ll have a combination of senior client facing skill/experience in an operational setting and demonstrable, extensive line management experience (people management, mentoring, coaching, development, training).
As line manager to a support team, you will be tasked with overall responsibility for front line service delivery to your portfolio of clients as well as including team development, KPI delivery/responsibility for maintaining and enhancing all aspects of daily team operational performance.

Responsibilities:

- Line management for a sub-team who will be assisting you in the service delivery of a portfolio of clients, including:
● Monitoring and driving team performance (client service levels, response times, driving account
success/growth) for our service execs
● Direct line management of Lead and Client Services Executives including workload distribution, productivity,
report production, meeting setting, QA, and KPIs.
● Accountable for service delivery KPIs/ SLAs
● Team development – Carrying out performance reviews and setting personal targets/training strategies.
Maintaining the quality and efficient delivery of our training programs
● Driving departmental change and process improvement as well as engaging internal stakeholder to drive
additional services in line with anticipated growth strategies
● Overall responsibility for team processes
- Product expertise
● You’ll be a ‘go to’ person on our payments platform, internal architecture, our technical capabilities and
wider services. You will know our systems and products inside out (e.g. Trading platform, trade financing,
hedging facilities) whilst proactively driving ongoing integration and product development initiatives with
your 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
● Provide and support the client with the full onboarding cycle to ensure a smooth and successful start of our
collaboration

- Developing a solid and trusting relationship with our Enterprise clients
● Maintaining and actively enhancing our existing relationships, accountable for operational success of a
portfolio of accounts. Keeping the client experience a priority
● 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

● Embrace the challenge of exceeding expectations
● Develop and implement strategic account plans to achieve revenue targets and strengthen relationships
with key enterprise clients

- Maximise growth by closely monitoring, analysing, and identifying commercial opportunities including:
● Analysis of payment data/trends to draw insights (month-on-month trend analysis) and make operational
and commercial suggestions to relevant stakeholders
● Build and present internal reporting on KPI/ SLA progress and account commercial performance whilst
working with our data teams and departmental heads to hone our analysis methods
● Work closely with commercial counterparts within the division to maximise awareness of opportunities
through reporting/monitoring and tracking/driving growth from an operational standpoint
● Contribute to the success of our dynamic B2B sales team through organic client growth and prospect
commercial strategies.
● Proactively identify and pursue upsell and cross sell opportunities within existing accounts
- Work closely with operational teams to:
● Act as escalation point/main point of contact for handling and resolving escalated issues where necessary
● Conduct regular reviews with operational client services counterparts on account performance to identify
opportunities for operational or commercial improvements
● Regularly monitor service levels to deliver against SLAs / KPIs
● Conduct and maintain tracking of client service reviews
● 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
- You may be required to carry out duties outside of the responsibilities listed as may be necessary from time to time

About you:

We're seeking a highly motivated and experienced individual to join our team and take charge of managing and expanding our key B2B client relationships. Your exceptional communication presentation and relationship building skills will be crucial in building strong partnerships with our existing clients and achieving our performance and revenue targets.

● 5+ years of client management experience across FX or Fintech.
● A strong understanding of FX markets and global economic impacts
● Proven success managing a portfolio of enterprise size clients and evidence of prioritising client requests
and relationships.
● Ambition and drive to grow existing client contracts through partnership expansion and product upsells.
● An analytical mind who can dive deep into data, identify patterns and generate insights for the benefit of
our customers.
● Excellent communication and presentation skills. You keep people engaged and have a strong ability to
'read the room' to know what you should say or show next to clients.

- Leadership and professionalism
o You have demonstrable line or team management experience in a client facing setting

o You naturally set the tone for world-class client servicing and instill confidence and trust when dealing with
clients or internal stakeholders at every level
o You have clear people management abilities and can deal with a wide range of internal and external issues
and stakeholders simultaneously whilst supporting training structures and team development.
o You have demonstrable experience and success within a senior account management function (payments
preferred, or similar background) having sole responsibility for enterprise level relationships.

- Product knowledge
o Technical understanding of payment products/methods and confidence discussing payment
strategies/solutions with high level stakeholders.
o Dealing with live currency trade booking, banking information, figures and high value/volume payments and
clients - accuracy of work is key

- Commercial awareness
o Self-starting approach to analysing your client’s trends, identifying commercial opportunities for growth.
Proactively thinking ahead to anticipate your client’s strategy and account for their every need from a
service perspective 
o Confidence to promote the company offering through cross-selling, and awareness to identify new
opportunities to grow new and existing key accounts (and finding answers within the wider business where
needed)
o Head for numbers - exchange rates, profit margins and an understanding of commercial implications
o You have the vision to lead client strategy calls or commercial reviews, bringing your insights and objectives
to fruition through clear communication and management of different stakeholders

- Ownership and accountability
o No stone is left unturned, and you take true ownership for your accounts, driving the operational and
commercial success by understanding every aspect of the relationship
o Helping the team to identify issues preemptively (e.g., payment dates, banking data etc.), and constant
awareness of the ‘’big picture’’
o You have an aptitude for operational and technical understanding, particularly around client escalations and
issue resolution, and know how to manage an issue to completion with professionalism, efficiency,
accountability, and sensitivity
o You’ll be able to balance between your technical product knowledge and senior relationship management
skills. You’re the type of person who truly embodies ‘’owning’’ your accounts, expertly switching between
internal and external stakeholders at all levels to drive relationships and deliver results
- Experience with Microsoft suite (particularly excel) and Google Suite advantageous but not essential
- Interest in currency markets advantageous but not essential

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