Key Account Relationship Manager

Ebury is a hyper-growth FinTech firm, named in 2021 as one of the top FinTech's to work for by Glassdoor and AltFi. We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration.

Key Account Relationship Manager - High Wycombe - Hybrid-working

Mass Payments Solutions is the premier non-bank provider of high volume currency and payment solutions.

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 positioned at a very exciting time for the business.

Our Key Account Relationship Managers are central to driving the success of our existing Mass Payment client partnerships. They have in-depth product knowledge, exemplify our unrivalled service approach, and have an ability to maintain and direct the high-level strategic vision and commercial success of our most important accounts.

Responsibilities:
- Developing a solid and trusting relationship with our key Mass Payment clients
o Maintaining and actively enhancing our existing relationships, accountable for operational and commercial success of a portfolio of accounts. Keeping the client experience a priority
o Anticipating needs and improvements of accounts and fully understanding these key relationships
o Establishing touchpoints and maintain proactive, regular contact with client-side stakeholders across various levels

- Maximise growth by closely monitoring, analysing, and identifying commercial opportunities to deliver against targets including:
o Cross-selling of Ebury products - Become 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
o FX growth of accounts (identifying new currency opportunities and assisting clients to internally 'sell' our services, and identifying opportunities within existing payment flow for additional FX)
o Analysis of payment data/trends to draw insights (month-on-month trend analysis)
o Commercial reviews and pricing optimisation with clients
o Managing and enhancing our CRM tools, your opportunity pipeline and all client communication based on client type and servicing model
o Build and present internal reporting on target progress and account commercial performance whilst working with our data teams and departmental heads to hone our analysis methods

- Work closely with operational teams to:
o Act as escalation point/main point of contact for handling and resolving escalated issues where necessary
o Conduct regular reviews with operational client services counterparts on account performance to identify opportunities for operational or commercial improvements
o Regularly monitor service levels to deliver against SLA's
o Conduct and maintain tracking of client service reviews
o Drive operational/service improvements and efficiency through mediating between clients and internal teams to see through to completion

- Driving technical sales and onboarding efforts by assisting sales team or taking on internal referrals in:
o Technical demonstrations
o Completing and handling onboarding procedures
o Service mapping, onboarding to operational handover
o Full ownership of sales process for internal referrals to Mass Payments where necessary (as part of your commercial pipeline and sales targeting)

About you:
- Leadership and professionalism
o You naturally set the tone for world-class client servicing and instil confidence and trust when dealing with clients or internal stakeholders at every level
o You have clear client facing abilities and can deal with a wide range of internal and external stakeholders simultaneously
o You have demonstrable experience and success within an account management function (payments preferred, or similar background)

- Product knowledge
o Technical understanding of payment products/methods and confidence discussing payment strategies/solutions with high level stakeholders. OR demonstrable experience of dealing and managing technical discussions within your field

- 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 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

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About Us

Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector.

Ebury is a Global FinTech: we apply new technologies to enhance and automate financial services and processes. This allows small and medium-sized businesses to trade and transact internationally by eliminating boundaries related to more traditional procedures.

Founded in 2009, we are now positioned among the fastest-growing companies in the sector. Headquartered in London, we have more than 1000 staff covering over 50 nationalities (and counting!) working across more than 27 offices worldwide and serving more than 45,000 clients every day.

Hard work pays off: Ebury has just received a £350 million investment from Banco Santander and has won over 20 internationally recognised awards such as the Growing Business of the Year 2019: Larger Company (Turnover £50m+) and Financial Times: 1000 Europe's Fastest-Growing Companies (which we have been awarded twice: 2017 and 2019!).

In September 2021, Ebury was named one of the top 15 European Fintechs to work for by Glassdoor and AltFi.

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.