Associate Director - Client Success

ClearBank Ltd; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

ClearBank Ltd in the UK is seeking an Associate Director to join the Client Success team and manage a portfolio of enterprise clients. You will report to the Senior Director and work to remove adoption barriers across the client organisation and within ClearBank.

You will own relationships, drive client success, retain accounts, and pursue revenue growth through upselling and cross-selling, collaborating with Sales, Finance and Compliance.

Qualifications

• Significant experience in commercial/sales focused relationship management.
• Proven ability to retain clients and grow revenue via upselling and cross-selling to enterprise-grade clients.
• Knowledge of banking industry and financial products.
• Strong communication and interpersonal skills with c-suite engagement.
• Excellent problem-solving and ability to remove adoption barriers.
• Ability to collaborate across multiple teams.
• Strong organisational skills and ability to manage multiple client relationships.
• Inquisitive, asks about client goals, pains, etc.
• Ability to analyze problems and drive solutions.
• Comfort with working in unknowns, initiative, and process design.
• Passion for technology and fast-growing companies.
• Attention to detail and proactive work style.

Responsibilities

• Managing and maintaining a portfolio of strategic Enterprise client relationships, ensuring their satisfaction and success with ClearBank's services.
• Delivering a high-quality client experience, building strong relationships and trust toward their strategic goals.
• Achieving client retention and revenue growth through upselling and cross-selling opportunities, with an annual quota.
• Collaborating with internal stakeholders, including Sales, Finance, Financial Crime, Legal, Marketing, and Customer Operations teams.
• Representing and being an advocate for your clients within ClearBank, ensuring their needs and requirements are understood and addressed.
• Conducting regular and quality engagement with your clients, maintaining a strong presence and providing ongoing support.
• Managing a regular cadence of communication and conduct business reviews with clients

Skills

Relationship management

Sales targeting

Client retention

Stakeholder management

Communication

Problem solving

Job description

About us

ClearBank was built on the belief that banking infrastructure would no longer slow down progress. Instead, it's the catalyst that unlocks the potential to innovate. That's why our clients - financial institutions from fintech's and crypto platforms, to banks and credit unions - use our API to power their banking infrastructure.

But we wouldn't be ClearBank without our people. They're what powers our innovative technology and the reason we love what we do every day. We're a group of spirited people who are never afraid to challenge the norm - becoming stronger, more energised, and that much better when we're together.

It's our belief in fairness, autonomy and choice that means our people are empowered with the tools to learn, grow, and contribute to ours and our clients' success.

Interested in joining us? Read on or visit our website for more information.

About you

As an Associate Director in the Client Success team, play a crucial role in maintaining and growing a portfolio of some of our largest and most strategic clients. Reporting to Senior Director - Client Success, you'll be a part of a fast-growing business that is challenging the market and doing things differently.

You'll take ownership of a portfolio of ClearBank's key Enterprise grade clients, committing to their success, and relentlessly work to remove barriers to adoption, both within their organisation and cross-functionally within ClearBank. You will be responsible for ensuring the success of our clients and driving revenue growth.

And you'll be joining one of the fastest-growing tech companies in the UK, according to Deloitte Fast 50. You will be:

• Managing and maintaining a portfolio of strategic Enterprise client relationships, ensuring their satisfaction and success with ClearBank's services.

• Delivering a high-quality and positive client experience, building strong relationships and trust with your clients, working towards their strategic goals.

• Achieving clear client retention and revenue growth goals by proactively identifying and capitalising on upselling and cross-selling opportunities, working towards an annual quota.

• Collaborating closely with internal stakeholders, including Sales, Finance, Financial Crime, Legal, Marketing, and Customer Operations teams.

• Representing and being an advocate for your clients within ClearBank, ensuring their needs and requirements are understood and addressed.

• Conducting regular and quality engagement with your clients, maintaining a strong presence and providing ongoing support.

• Managing a regular cadence of communication and conduct business reviews with clients

What we are looking for

• Significant previous experience in commercial/sales focused relationship management roles.

• Proven track record of achieving client retention and revenue growth targets through upselling and cross-selling to large, enterprise-grade existing clients.

• Knowledge of the banking industry and financial products is required.

• Strong communication and interpersonal skills, able to effectively engage with clients and internal stakeholders at all levels, including c-suite executives.

• Excellent problem-solving skills, able to identify and overcome barriers to adoption and drive client success.

• Ability to collaborate and work effectively across multiple teams, fostering a culture of teamwork and shared goals.

• Strong organisational skills, able to manage multiple client relationships and prioritise tasks effectively.

• Inquisitive and comfortable asking questions about clients' business goals, ideal state, and pain points.

• Ability to analyse multiple problems, develop and drive solutions.

• Confidence in working in the unknown, taking initiative, and designing processes when they don't yet exist.

• Passion for technology and being part of a fast-growing company.

• Good organisational skills and high attention to detail.

• Proactive and resourceful, able to take ownership and drive results.

A little bit more about us!

ClearBank is Where You Can belong:

At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should - how else can we build a happy workforce and be successful as a business. We're committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they're given the trust and encouragement to do their very best work. Here are some of the things we're most proud of:

• 42% of our senior management roles are held by women

• Our enhanced family leave policies

• Launching our partnership with Code First Girls

• Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group

Equal Opportunities

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process.

ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration.

ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.

As part of the Company's commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable.

The legal bit

By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.