CRS
Customer Success Manager - Payments
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Customer Success Manager
My client is a highly recognised and established Payments brand, backed by a Tier 1 bank. The business is entering an exciting period of transformation and growth, supported by significant investment and a strategic partnership designed to broaden its range of services, enhance the customer experience and strengthen its market position.
They are looking for a Customer Success Manager to manage, develop and grow a portfolio of clients, delivering excellent customer service, strengthening relationships and identifying opportunities to drive mutual business growth.
Purpose of the Role
To establish, develop and nurture profitable, long-term client relationships by aligning the business’s products and services with customer needs. The role will focus on delivering value to clients, identifying opportunities for growth, improving business performance and ensuring a consistently high standard of service.
Key Responsibilities
- Client Relationship Management: Build and maintain strong relationships with clients at all levels, developing a deep understanding of their business objectives, financial goals, challenges and operational requirements.
- Portfolio Growth: Manage and develop an assigned portfolio of clients, identifying opportunities to increase revenue, improve performance, deepen relationships and expand the use of products and services.
- Client Needs Analysis: Analyse client data, business performance and relevant financial information to identify trends, insights, opportunities for improvement and additional services that meet customer needs.
- Industry and Market Knowledge: Maintain an understanding of industry trends, market developments, regulatory requirements and the competitive landscape to inform client recommendations and account strategies.
- Tailored Solutions: Develop and recommend customised solutions that address clients’ specific needs and objectives, drawing on the organisation’s products, services and expertise.
- Commercial Negotiation: Communicate the value of proposed solutions, negotiate commercial terms and successfully close opportunities to achieve positive outcomes for both clients and the business.
- Risk Management and Governance: Identify and assess financial, legal and operational risks associated with client relationships, ensuring appropriate controls are maintained and potential losses are minimised.
- Customer Experience: Monitor client satisfaction, address concerns and resolve escalated issues effectively to maintain trust, improve retention and deliver a positive customer experience.
- Performance Monitoring: Track relevant measures, including revenue generation, portfolio performance, customer satisfaction and growth opportunities, to evaluate effectiveness and identify areas for improvement.
- Stakeholder Collaboration: Work collaboratively with internal teams and business functions to deliver effective client solutions, resolve complex issues and support wider business objectives.
- Reporting and Documentation: Maintain accurate records of client interactions, transactions, commercial agreements and account activity, ensuring transparency, appropriate governance and effective communication of insights.
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To be successful in this role, candidates should demonstrate:
- 3+ years experience in a Relationship Management role
- Must have an understanding of the payments industry, ideally supported by relevant payments experience
- Knowledge of industry trends, market developments and the competitive landscape
- Strong relationship management and interpersonal skills, with the ability to establish credibility and build trusted relationships at all levels.
- Proven commercial acumen and a track record of improving client performance, growing revenue and identifying new business opportunities.
- Strong negotiation skills, including the ability to influence strategic decisions, agree commercially beneficial terms and successfully close deals.
- Analytical and problem-solving skills, with the ability to interpret complex information and translate insights into practical recommendations.
- Strong communication and influencing skills, with the confidence to engage a range of stakeholders and communicate complex information clearly.
- The ability to manage competing priorities, adapt to changing circumstances and perform effectively in a fast-paced environment.
- A proactive approach to risk management, governance, customer service and continuous improvement.
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