Senior Client Experience Manager (German Speaking) (f/m/d)

Upvest; Berlin; Vor Ort; EUR 65.000 - 85.000; Vollzeit

Benefits dieser Stelle

30 days of annual leave

Sports benefits

Personal development budget

Flexibility to work remotely abroad

Paid sabbatical after every 4 years

Zusammenfassung

Upvest is seeking a Senior Client Experience Manager to oversee the operational day-to-day relationship with leading financial institutions. The role involves managing client relationships, delivering exceptional support, ensuring operational excellence, and advocating for client interests. Candidates should have over 6 years of experience in client-facing roles, fluency in German and English, and a deep understanding of the financial industry. This role offers a hybrid work environment and comprehensive benefits including 30 days of annual leave.

Qualifikationen

• 6+ years of experience in client-facing roles within investments or banking.
• Professional fluency in German and English required.
• Deep familiarity with the financial industry or regulated environments.
• Experience with software-/infrastructure-as-a-service products is a plus.
• Proficiency in AI tooling is a significant advantage.

Aufgaben

• Manage day-to-day operational relationships with financial institutions.
• Oversee exceptional client support delivery.
• Manage Service Level Agreements (SLAs).
• Advocate for client interests and resolve requests.
• Set standards for client communication.

Kenntnisse

Client-facing roles experience

Problem-solving

Stakeholder management

Professional fluency in German and English

Experience working with large financial institutions

Tools

AI tooling

Zendesk

Slack

Jobbeschreibung

As a Senior Client Experience Manager (German Speaking)

You’ll take full ownership of the operational day-to-day relationship between Upvest and Europe's leading financial institutions as a senior counterpart. You won’t just provide support, you will be the custodian of long-term partnerships. You’ll manage the end-to-end live client relationship, ensuring a smooth daily BAU experience for our clients.

Your role is inherently operational and client facing. You’ll build lasting relationships with key stakeholders, facilitating both day‑to‑day queries and ensuring our live clients are operationally robust and efficient in their use of the investment API. Client Experience is the conduit between Upvest and our clients, building the bridge between our clients and our platform with in‑depth knowledge, superb problem‑solving skills and natural charisma.

The Client Experience team is a vital part of the Client Impact department, where we focus on delivering sustainable value to our clients every day. You will work alongside a high‑performing team of experts and collaborate closely with stakeholders across the entire organization, from Product and Engineering to Growth, Legal, and Compliance.

What you’ll do:

Enable Europe’s leading Fintechs to deliver flawless investment experiences.

• Relationship Management: Take full ownership of day‑to‑day operational relationship management as a senior support counterpoint to Europe’s top financial institutions in utilising Upvest’s investment API.

• Best in Class Support: Oversee exceptional support delivery via Zendesk, Slack and weekly check‑ins, acting as the first escalation point for complex operational and administrative issues.

• Operational Excellence: Manage our Service Level Agreements (SLAs), identifying systemic points for improvement to ensure smooth business‑as‑usual (BAU) operations.

• Cross‑Functional Advocacy: Serve as the chief internal advocate for client interests and queries, collaborating with Product, Engineering, and Operations teams to resolve requests.

• Communication: Set the standards for client communication, ensuring transparency and trust through both ad‑hoc and structured weekly, monthly and quarterly touchpoints.

• Take Ownership: Become part of the success story of Upvest (as a shareholder!).

What you bring:

Your skillset will drive our mission to provide best in class support.

• Expertise: 6+ years of experience in client‑facing roles within investments or banking. You have experience in working with large financial institutions and a natural comfort with complexity.

• Linguistic Skills: Professional fluency in German and English is required to manage our institutional European partnerships.

• AI: Proficiency in AI tooling is a significant advantage, particularly in leveraging AI to automate support workflows or enhance data‑driven decision‑making.

• Industry Knowledge: Deep familiarity with the financial industry or regulated environments. Previous experience with or strong interest in software‑/infrastructure‑as‑a‑service products (e.g., Banking‑as‑a‑Service etc.)

• Problem‑Solving: A 'client‑first' mindset with the ability to solve problems pragmatically and efficiently. You relish the challenge of overcoming multi‑layered operational issues and have strong stakeholder management skills.

• Leadership: A proactive approach to mentoring, acting as a sparring partner for leadership, and thriving in an autonomous, high‑growth setup.

How we Upvest in you:

• Impact‑driven work: We’re building the infrastructure that will power the future of investing in Europe. It’s complex, ambitious, and meaningful. You’ll work with modern technologies and create something entirely new. No legacy systems, no limits.

• Wellbeing: Recharge with 30 days of annual leave and maintain a healthy lifestyle with sports benefits. Access confidential professional coaching and enjoy the flexibility to work remotely abroad for up to 183 days a year. Recharge with UpRest, a one‑month fully paid sabbatical after every 4 years of working at Upvest.

• Development: Growth is in our DNA. Each Upvenger has access to a personal development budget and the freedom to decide how to use it.

• Flexible work environment: Work from any of our hubs in Berlin, London or Tallinn hybrid or remotely across Europe, depending on the role. We give you the choice and budget to work where you’re most comfortable and productive, either at home or in the office. You choose.

• Compensation and equity: We believe that all Upvengers contribute to our success and deserve a competitive, above‑market salary and a participation in our employee equity program.

• Team celebrations: Participate in company‑wide events, such as UpFest, dinners, offsites and our Holiday party, to connect with colleagues and celebrate our achievements.

• Inclusion: We’re committed to a culture where everyone belongs and thrives. Our Employee Resources Groups foster inclusion and connection, like Upfem for our female Upvengers, or UpVergent supporting neuro‑divergent Upvengers and allies.

Our Values:

• Make it easy for others. We simplify the complex and act with the best intentions.

• Own the outcome. We are proactive, fast and confident to get the job done, valuing progress over perfection.

• Rise to the challenge. We aim high and push the boundaries. We stay curious, learn and celebrate our wins together.

• Tell the story. We start with the Why to align on purpose. We are transparent and share knowledge to empower and inspire others.

Upvest is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.