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Director of Customer Experience and Support

2 tygodni temu

Warszawa, Mazovia, Polska EXANTE Pełny etat

About EXANTE

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

Our proprietary trading platform offers unparalleled direct market access to a vast array of financial instruments.

We boast a diverse and growing global team of 600+ employees across 70+ locations, representing 60 nationalities.

We prioritize investing in our people and strive to revolutionize the wealth management landscape.

About the Role

A Senior Client Support Manager is crucial in delivering top-notch client experiences through seamless service and support.

The Key Responsibilities

  • Sales Coordination:
    • Work closely with sales teams to comprehend client needs and preferences.
    • Support sales teams in various sales cycle stages.
    • Coordinate and communicate with internal departments to meet clients'/stakeholders' requests.
  • Customer Relationship Management (CRM):
    • Maintain and update customer data in the CRM system.
    • Track and manage sales activities, leads, and opportunities on behalf of stakeholders in the CRM.
    • Provide valuable insights for sales strategy discussions.
  • Documentation:
    • Manage documents related to transactions, contracts, and agreements.
    • Ensure timely and accurate completion of necessary paperwork.
  • Client Support Excellence:
    • Train and guide client support team members in delivering exceptional client experiences.
    • Provide comprehensive training and support to new team members.
    • Stay updated on product knowledge and industry trends.
  • Issue 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 strategic alignment.
  • Process Enhancement:
    • Identify opportunities for process improvements 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.

Essential Skills & Competencies

  • Customer Service Expertise: Strong understanding of client support and sales processes.
  • Leadership & Team Management: Ability to mentor new team members.
  • 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.
  • Technical Proficiency: Familiarity with CRM systems and other tools.
  • Data Analysis & Reporting: Ability to track KPIs and provide reports to stakeholders.
  • Conflict Resolution: Skilled at handling difficult customer situations professionally.
  • Industry Knowledge: Understanding of FI and industry trends.

Perks & Benefits

  • Competitive salary and performance-based bonus programs.
  • Corporate benefits.
  • Pleasant and informal work environment.
  • Ongoing education and training programs.
  • Opportunities for networking and professional growth.
  • Global career prospects.