The Client Service Manager is responsible for ensuring best in class client experience through proactive actions driven by data insights, leading cross-functionally on issue resolution, and continually enhancing client relationships across the CEMEA region. The ideal candidate merges client success leadership, service delivery discipline, and deep operational expertise, ensuring that every client realizes value, stability, and continuous improvement throughout the lifecycle.
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Key Responsibilities
- Maintain strong, trusted client relationships post‑go‑live, ensuring the company performs reliably and meets jointly agreed operational KPIs and SLAs.
- Serve as the primary escalation point for BAU client issues, incidents, and service inquiries, ensuring fast, coordinated resolution across global teams.
- Act as the 'voice of the client', driving enhancements to service processes, policies, and tooling.
- Oversee day‑to‑day BAU performance across transaction processing, connectivity, reporting, and service health by monitoring service dashboards and alerts to anticipate challenges and act ahead of client impact.
- Proactively communicate service performance, incident updates, trends, and improvement plans to clients and internal stakeholders.
- Lead real‑time issue triage within the local time zone, coordinating with engineering, operations, product, and global support teams to ensure rapid recovery.
- Ensure all service processes adhere to the company’s regulatory, risk, compliance, and control frameworks.
- Build trusted relationships with internal stakeholders to ensure visibility, alignment, and timely decision‑making around client needs.
- Collaborate closely with Sales to support contract renewals and provide guidance as to the operational health of the client’s experience.
Work Conditions
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
- Required Qualifications: 5+ years of experience in client success, service delivery, operations or technical sales/support within payments, fintech, or financial services.
- An understanding of global money movement ecosystems, including A2A, account‑to‑account fintech, non‑card networks, or real‑time payment systems. Ability to translate operational metrics and client insights into concrete improvement actions.
- Experience collaborating with risk, compliance, legal, and control functions in regulated environments. Exceptional critical thinking and problem‑solving skills, with a bias for clarity, action, and continuous refinement.
- Strong communication skills, with the ability to distil complexity into crisp, compelling narratives for executives, partners, and clients.
- Demonstrated success influencing across matrixed organizations and working with global teams.
- Preferred Qualifications: Experience with the company Direct, the company Payments Limited, Currencycloud, or similar cross‑border / RTP money movement platforms.
- Experience working in or alongside teams such as BAU operations, incident management, and service delivery in high-stakes, 24/7, SLA-driven environments.
- Familiarity with Slack, Salesforce, MS Dynamics and/or Zendesk highly preferred.
