Senior Client Support Manager, Warsaw
3 tygodni temu
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EXANTE is a wealth tech company that provides centralized trading solutions and B2B financial infrastructure that helps create value through technology.
Our proprietary trading platform enables direct market access to 1 million financial instruments, including stocks, ETFs, bonds, futures, and options, from a single multi-currency account.
We are a fast-growing global company with 600+ employees across 70+ locations, representing 60 nationalities, all of us following the same guiding principles:
We believe that freedom is an inherited right.
We are catalysts.
We cater to our customers to an unprecedented degree.
As a Financial company, we know our investment priorities. We invest in our people.
Join us in creating a new standard for wealth management: https://exantecareers.com
About the Role
A Senior Client Support Manager plays a key role in ensuring that clients receive excellent service and support.
Responsibilities
- Collaborate with TOP sales managers and newcomers in sales to understand client needs and requirements.
- Assist TOP sales managers and newcomers in sales in various sales cycle stages.
- Coordinate and communicate with internal departments to fulfill clients/stakeholders requests.
- Customer Relationship Management (CRM): Maintain and update customer information in the CRM system.
- Track and manage sales activities, leads, and opportunities on behalf of the stakeholders in the CRM.
- Provide insights for sales strategy discussions.
- Documentation: Manage documentation related to transactions, contracts, and agreements.
- Ensure on behalf of the stakeholders all necessary paperwork is completed accurately and on time.
- Train and guide client support team members in providing client support services effectively.
- Provide training and support to new team members in sales.
- Stay updated on product knowledge and industry trends to effectively support top sales people in Exante.
- Problem Resolution: Address and resolve client inquiries, concerns, or issues in collaboration with the stakeholders.
- Act as a liaison between the internal stakeholders and other departments to resolve internal issues impacting sales operations.
- Cross-Functional Collaboration: Collaborate with marketing, MO, finance, and other departments to ensure alignment in strategy and execution.
- Identify opportunities for process improvement and efficiency within the client support function and beyond.
Reporting line: Head of Client Support
Requirements
Education & Experience
- Bachelor's degree in Business Administration, Financial industry or related field.
- 5+ years of experience in Financial industry with focus on account management.
- Proven experience in a similar role.
Customer Service Expertise: Strong understanding of client support and sales processes and best practices.
Leadership & Team Management: Ability to mentor newbies in sales and client support department.
Communication & Interpersonal Skills: Excellent verbal and written communication with clients and internal teams.
Problem-Solving: Ability to address client concerns and resolve escalations effectively.
Project Management: Experience in managing client-related projects and implementing support strategies.
Technical Proficiency: Familiarity with CRM systems (e.g., Salesforce, HubSpot or similar) and other tools (like Jira).
Data Analysis & Reporting: Ability to track KPIs, analyze trends, and provide reports to stakeholders.
Conflict Resolution: Skilled at handling difficult customer situations professionally.
Industry Knowledge: Understanding of FI and industry trends.
Competitive salary & performance-based bonus programs.
Corporate benefits (choose your preferred option).
Truly inspiring culture, pleasant and informal work environment.
Ongoing education & training programs.
Opportunity to network and connect in the Corporate Events.
Global career opportunities.
*Benefits/perks listed above may vary depending on the nature of your employment with the company and the country where you work.
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