Client Management Associate

TN United Kingdom; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the Payments sector is seeking a Client Management professional to enhance customer experience and support client onboarding. The role involves collaborating with various teams and requires strong communication skills, critical thinking, and a keen interest in Payments Services. Candidates should be proficient in German and possess excellent organizational abilities.

Qualifications

• Keen interest in Payments Services.
• Strong grasp of technology rollout and testing processes.
• Language Requirement – German.

Responsibilities

• Provide high-quality customer experience for clients globally.
• Support client onboarding and training on system features.
• Collaborate with internal teams to ensure efficient client support.

Skills

Communication

Critical Thinking

Problem Solving

Attention to Detail

Planning

Organizational Skills

Time Management

Job description

Position Purpose:

This role is within our StoneX Payments segment. The main responsibility is to provide a high-quality customer experience for our clients globally, working with all client-facing stakeholders to ensure prompt and efficient delivery of all Client Management activities. This role connects the client with all teams within the StoneX Payments Business – Trading, Sales, Operations, IT, and correspondent banks.

Responsibilities

Primary duties will include:

• Develop in-depth knowledge of all product offerings for StoneX Payments and support the team in daily deliverables.
• Ensure Client Management activities and projects are carried out within agreed service levels with internal stakeholders and clients.
• Provide day-to-day support to clients, including managing support queues and initial triage.
• Escalate client issues promptly and accurately to the Client Support team.
• Collaborate with Client Management, Support, Operations, and Production teams to provide timely support to clients.
• Improve technical investigation turnaround by owning requirement gathering, testing, and implementing bugs and enhancements.
• Participate in pre-sales meetings to support client transition to BAU support.
• Assist in onboarding new clients, including setup and training on system features and products.
• Assist in designing client training materials, user guides, and internal process documents for Payment products.
• Develop strategies with the sales team to reduce investigations, increase transactions, and promote local currency trades.
• Support the design of client training and processes for Global Payments systems.
• Review client interactions monthly/quarterly to analyze investigations, transactions, transaction values, and currencies traded.
• Lead and support client-impacting projects and initiatives.
• Test and approve client-facing technical initiatives, ensuring proper documentation and rollout.
• Travel for client visits as needed.
• Serve as the subject matter expert and escalation point for the region, language, or product segment.

Qualifications

To qualify for this role, you should have:

• A keen interest in Payments Services
• Confident and articulate communication skills
• Excellent critical thinking and problem-solving abilities
• Strong attention to detail and accuracy
• Self-reliance and confidence working within a small team and engaging with key stakeholders
• Excellent written and verbal communication skills
• Strong planning, organizational, and time management skills
• Language Requirement – German.
• A strong grasp of technology rollout and testing processes