Customer Success Manager - Remittance and FX Brokers (Mat cover - FTC)

Job Description

About Currencycloud
In 2021 Currencycloud was acquired by Visa; we are somewhere where innovative thinking and the power of technology know no limits. We know that the success of the business depends on the people who keep it moving, which is why we are looking for exceptional talent to join our international payments revolution.
We are open & collaborative, living and breathing our company values: Be Human, Better Together and Own it.
The Customer Success Team sits at the heart of the action at Currencycloud, creating the link between the customer and Currencycloud’s other teams. The team ensures that our customer’s voices are heard so that they can get the maximum value from using our products and successfully grow their businesses. CSMs work in close collaboration with Account Managers and Solution Consultants throughout the whole lifecycle of a customer, and are key to driving adoption, growth, and minimizing churn.

The Details...😊

• Expertly manage a portfolio of accounts, developing relationships, managing stakeholders and identifying advocates
• Coordinate a swift and smooth onboarding, implementation and go-live experience for new customers in collaboration with New Business Sales and Solutions
• Identify/track adoption and growth opportunities within existing clients
• Organise monthly/quarterly reviews with customers to minimise friction and churn risk
• Work with Account Managers to identify upsell and renewal opportunities
• Represent the customer internally as a stakeholder in the product, marketing and other internal teams in order to ensure customers are always central to what we do
• Work with our marketing department to ensure client communication is timely and targeted
• Anticipate customer requirements and challenges, work towards a (re)solution by acting on data-driven insights and strategic knowledge
• Help identify patterns for success and best practices within portfolio, to improve processes and prioritise activities

Knowledge Skills & Expertise...🎯

• 3+ years in Customer Success/Account Management or equivalent role in a fintech, banking or payments environment
• Fluent European language a plus
• Broad understanding of International Payments, FX and Banking
• Knowledge of Remittance and FX Brokerage industries
• Excellent multi-tasking and time management skills
• Comfortable managing relationships internally and externally at all levels of the organisation
• Comfortable in a fast-paced, agile and collaborative environment
• Tools: Salesforce, Gainsight, Zendesk, Trello, Tableau (or similar)
• Data analytics

Why Currencycloud?
We are a company that values flexibility and a positive work-life balance. Wherever you are located, we trust you and your manager to determine the best office arrangement for you.
Your health and well-being are a top priority for us, and that's why we offer an extensive employee benefits package that takes care of you from all angles. You'll enjoy a competitive salary, a performance-based bonus (for permanent employees), a generous pension or 401K contribution, a flexible benefits allowance (location dependant) and a comprehensive healthcare plan that has built-in access to mental health support.
We also believe in providing our employees with ample opportunities for growth and development, so you'll have access to comprehensive learning and development resources as well as leadership training that will help you achieve your career goals.
We aren’t currently looking for additional Recruiter support on this role and won’t be accepting any unsolicited CVs