Client Service Manager

EML; Leawood (KS); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision

Life & Disability insurance

401k with employer match

PTO + Holidays

Parental Leave

Job summary

EML Payments is seeking a Client Service Manager to join our North America operations. This client-facing role serves as the primary contact from contract signature through day-to-day management, with a focus on implementation, delivery support, and ongoing client operations.

You will work closely with account management and the commercial team, learn our IT platforms, and drive efficient processes that improve client satisfaction and internal collaboration across regions.

Qualifications

• Minimum 5+ years in client services/support.
• Experience in financial services preferred.
• Detail-oriented with strong collaboration.
• Proven ability to build relationships and influence decisions.
• Technical aptitude to learn new applications.
• Experience with JIRA, Excel (Pivot Tables) and Word.

Responsibilities

• Collaborate with account management to service NA clients.
• Coordinate with cardholder support for large issues with proactive client communication.
• Identify and solve complex client account problems.
• Represent EML with clients and vice versa.
• Share information internally and assemble resources to resolve process/technical challenges.
• Demonstrate SME on EML products/services.
• Manage ticketing and communications per region.
• Ensure timely ticket responses.
• Support Card Production during client orders with timely updates.

Skills

Resourcefulness

Attention to detail

Collaboration

Learn new applications

Relationship building

Negotiation

Tools

JIRA

Excel (Pivot Tables)

Word

Job description

EML Payments

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

About The Role

We are looking to hire a Client Service Manager to join EML’s North America operations function. This role will primarily service the North American market, reporting into the Director of Customer Operations for North America. They will work closely with other regions that oversee the same responsibilities, ensuring global continuity wherever possible. This would be great role for Junior Account Manager. This role will be client-facing, serving as the point-of-contact for operational matters from contract signature through day-to-day management. This role will have two primary areas of responsibility, implementation/delivery support, and on-going client operational support.

We are looking for someone that is detail oriented, understanding the complexity that surrounds our program setups and client base, focusing on ensuring that we are working as efficiently as possible to support them.

This role will work very closely with all departments in the organization, but in particularly close with the commercial team inclusive of account management.

It will be essential for the successful applicant to develop an understanding of the services required to ensure the efficient operation of the business, and to have a good understanding of the IT technology platforms. This role will be hyper-focused on managing to client operational processes and providing recommendations to create happy clients and efficient internal efforts!

The successful candidate will already have experience in an operational and client-focused role, will thrive in a dynamic work environment, be solutions oriented, possess a keen commercial acumen and have significant drive and enthusiasm to deliver best practice service solutions.

What You'll Do

• Work closely with account management leadership and team to best service EML’s NA Clients


• Work closely with cardholder support team to ensure larger scale issues are appropriately communicated, with a client-focused mentality and proactive communications


• Proactively identify and solve complex problems that impact the management, relationship and growth of the accounts


• Represent EML to the client and the client to EML


• Gather and share information internally on process or technical challenges for our partners, bringing the right resources together to identify and implement solutions


• Demonstrate subject matter expertise on EML products and services


• Manage the ticketing and contact/communication management process as defined for the region


• Ensure all tickets are responded to in a timely manner


• Support Card Production team through the client ordering process with timely communications out to clients

Qualifications

• Minimum of 5+years’ work experience in client services and/or client support


• Preferred experience in financial services


• Resourcesfulness


• Strong attention to detail


• Strong collaborative ability


• Strong technical expertise to learn new applications


• Willingness to learn and support where required


• Ability to build relationships, influence decisions, and negotiate in the best interest of EML and its clients


• Experience with JIRA, Excel (Pivot Tables), Word

What We Offer

• Health Insurance


• Dental and Vision insurance


• Employer-paid Life and Disability insurance


• 401k plan with employer match


• Paid time off including: (up to) 25 days of PTO & Holidays


• Robust Parental Leave