Client Support Manager

3 dni temu

Warszawa, Mazovia, Polska EXANTE Pełny etat

About EXANTE

We are a wealth tech company that provides centralized trading solutions and B2B financial infrastructure.

Our proprietary trading platform enables direct market access to 1 million financial instruments from a single multi-currency account.

We are a fast-growing global company with 600+ employees across 70+ locations, representing 60 nationalities.

We invest in our people and aim to create a new standard for wealth management.

About the Role

A Senior Client Support Manager plays a key role in ensuring client satisfaction through excellent service and support.

The Responsibilities

  • Sales Coordination:
    • Collaborate with sales managers to understand client needs and requirements.
    • Assist sales managers 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 all necessary paperwork is completed accurately and on time.
  • Role model in Client Support:
    • Train and guide client support team members in providing client support services effectively.
    • Provide training and support to new team members.
    • Stay updated on product knowledge and industry trends.
  • Problem Resolution:
    • Address and resolve client inquiries, concerns, or issues in collaboration with stakeholders.
    • Act as a liaison between 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.
  • Continuous Improvement:
    • Identify opportunities for process improvement and efficiency within the client support function and beyond.

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.

Skills & Competencies

  • Customer Service Expertise: Strong understanding of client support and sales processes.
  • 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 and other tools.
  • 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.

Benefits

  • Competitive salary and performance-based bonus programs.
  • Corporate benefits.
  • Truly inspiring culture and pleasant work environment.
  • Ongoing education and training programs.
  • Opportunity to network and connect in corporate events.
  • Global career opportunities.

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