Client Account Manager

Client Account Manager/Service Manager

Bridgwater

GBP23,000 - GBP27,000

An exciting opportunity to work in the fast-paced, ever-evolving world of FinTech, helping to ensure and improve the quality of the ground-breaking technologies propelling the company's rapid growth.

With a growing Partner base, my clients Partner Success team require a dedicated Client Account Manager to build strong relationships and ensure Partner's needs are met efficiently and to a high standard. This role will involve management of multiple Partner accounts and assisting them with both technical and non-technical advice. You will work closely with our Commercial Team feeding back key updates to Partner Program Managers who are responsible for the overall relationship.

Main Responsibilities:

• Act as a day-to-day service support contact for multiple Partner accounts.
• Handle incoming calls and support tickets with varying requests including:
  • troubleshooting transactions on the Gateway.
  • Liaising with Acquirers for further clarification on response codes and reason.
  • Assisting with integration issues by working closely with Technical team.
  • Providing further information on Cardstream integration types and services where appropriate.
• Liaise regularly with Technical and Development colleagues to reach resolutions.
• Liaise regularly with Commercial colleagues, specifically Partner Program Managers and Relationship Manager to ensure any potential opportunities are shared.
• Maintain a healthy support ticket queue, apprising your Partners of updates and or resolutions, escalating key matters to the Head of Partner Services when required.
• Attend Partner review meetings (upon request of Partner Program Managers) where in which the following agenda items are covered:
• Provide monthly and ad hoc reports to stakeholders.
• Remain current and knowledgeable on all products, software, and services.

Required

• High Productivity Rates - Must be able to perform swiftly to maintain business SLAs
• Service Orientated - Must consider the service element of support at every touch point acting as the true voice of the customer
• Results Driven - Must have a drive to reach resolution swiftly however accurately
• Communication - Must be able to professionally articulate guidance on troubleshooting where we can offer this via a number of channels such as video call, phone and email

If you are interested in applying please send your CV to (see below)