Nium, the Leader in Real-Time Global Payments
Nium, the global leader in real-time, cross-border payments, was founded on the mission to deliver the global payments infrastructure of tomorrow, today. With the onset of the global economy, its payments infrastructure is shaping how banks, fintechs, and businesses everywhere collect, convert, and disburse funds instantly across borders.
Its payout network supports 100 currencies and spans 220+ markets, 100 of which in real-time. Funds can be disbursed to accounts, wallets, and cards and collected locally in 35 markets. Nium's growing card issuance business is already available in 34 countries. Nium holds regulatory licenses and authorizations in more than 40 countries, enabling seamless onboarding, rapid integration, and compliance – independent of geography. The company is co-headquartered in San Francisco and Singapore.
About the Team
We are seeking a highly motivated and experienced B2B/Enterprise Client Servicing Manager with a background in the Payments industry to join our dynamic team. The ideal candidate will be responsible for managing relationships with our key clients from the US region, ensuring their satisfaction, and driving business growth.
About the Role
· Cut through chaos and ambiguity to manage senior stakeholders with our clients
· Remain restless, brave, and passionate, taking accountability to constantly create something better.
Key Responsibilities
- Relationship Management:
- Act as the main point of contact for all client needs and inquiries.
- Solve client queries, responding directly and seeking help from downstream teams when necessary.
- Client Satisfaction:
- Understand and meet client requirements and expectations.
- Address issues or concerns promptly and effectively.
- Client onboarding:
- Oversee onboarding for new clients, ensuring a smooth transition.
- Provide ongoing support and monitor client accounts to ensure they achieve their goals.
- Strategic Planning:
- Collaborate with internal stakeholders to develop and implement client engagement and retention strategies.
- Stay updated on industry trends and best practices to keep our offerings competitive.
- Communication:
- Regularly update clients on new features, product enhancements, and industry news.
- Gather client feedback to inform product development and improvements.
- Reporting and Analysis:
- Track key performance metrics related to client satisfaction, retention, and revenue growth.
- Analyze data to identify trends and insights for decision-making and strategy development.
Requirements
- Education & Experience:
- Bachelor's degree with 8+ years of experience, including 3+ years in client servicing (preferably with B2B/Enterprise/Institutional Payment clients)
- Industry Knowledge:
- Strong understanding of payment processing technologies, trends, and regulations
- Experience with American domestic payments is a plus
- Communication Skills:
- Excellent communication and interpersonal skills
- Ability to build rapport and trust with clients.
- Empathy, active listening, and conflict resolution skills
- Flexibility & Adaptability:
- Ability to work in US shifts between a window - 7PM to 7AM
- Ability to multitask and prioritize in a fast-paced environment.
- Hands-On & Client-Focused:
- Comfortable with complex infrastructure
- Manage client queries, escalations, and conduct MBRs/QBRs
- Stakeholder Management:
- Manage internal stakeholders (Sales, Account Management)
- Collaborate with Ops, Compliance, Product, and Tech teams.
What we offer at Nium
We Value Performance: Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs, we ensure that all our employees are well rewarded and incentivized for their hard work.
We Care for Our Employees: The wellness of Nium’ers is our #1 priority. We offer medical coverage along with 24/7 employee assistance program, generous vacation programs including our year-end shut down. We also provide a flexible working hybrid working environment (3 days per week in the office).
We Upskill Ourselves: We are curious, and always want to learn more with a focus on upskilling ourselves. We provide role-specific training, internal workshops, and a learning stipend
We Constantly Innovate: Since our inception, Nium has received constant recognition and awards for how we approach both our business and talent opportunities.
We Celebrate Together: We recognize that work is also about creating great relationships with each other. We celebrate together with company-wide social events, team bonding activities, happy hours, team offsites, and much more!
We Thrive with Diversity: Nium is truly a global company, with more than 33 nationalities, based in 18+ countries and more than 10 office locations. As an equal opportunity employer, we are committed to providing a safe and welcoming environment for everyone.
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Last updated on Jun 24, 2024