- Company Name
- Crown Agents Bank
- Job Title
- Payments, Client Success Manager
- Job Description
-
**Job Title**
Payments, Client Success Manager
**Role Summary**
Oversee the full lifecycle of payment clients – onboarding, integration, go‑live, and ongoing management – to deliver a best‑in‑class experience, drive adoption, optimize performance, and unlock growth opportunities.
**Expectations**
- Deliver high‑quality client engagement from initial discovery through to full platform integration.
- Manage multiple client projects in parallel, balancing priorities and ensuring timely resolution of issues.
- Translate complex payment solutions into clear insights and actionable recommendations for clients.
- Use data and analytics to monitor integration performance, client usage, and inform product improvement.
**Key Responsibilities**
- Lead onboarding, technical integration, and go‑live workshops, demos, and presentations for new clients.
- Coordinate hyper‑care support post‑go‑live, bridging client needs with internal technical, product, and operations teams.
- Build and maintain trusted, long‑term client relationships through proactive engagement and insight‑driven recommendations.
- Analyze account performance and usage data to identify upsell, cross‑sell, and portfolio optimisation opportunities.
- Collaborate with cross‑functional teams (product, technology, sales, operations) to ensure smooth implementation, training, and testing.
- Participate in discovery sessions, requirements gathering, solution workshops, and RFI/RFP process support.
**Required Skills**
- 5+ years of client‑facing experience in payment or regulated financial services.
- Strong understanding of end‑to‑end payment flows, operational risk, and regulatory requirements.
- Proven ability to onboard and integrate complex technical financial products.
- Proficiency in data analysis and performance monitoring to drive actionable insights.
- Excellent communication, influence, and stakeholder management.
- Ability to manage multiple client integrations simultaneously in a fast‑paced environment.
- Experience working with product, technology, sales, and operations teams to drive improvements and new opportunities.
- Solution design experience within payments or similarly complex, regulated domains (advantageous).
**Required Education & Certifications**
- Bachelor’s degree in Finance, Business, Computer Science, or related field (or equivalent professional experience).
- Relevant certifications in payments, project management, or client success (e.g., PMP, CCSP, or Payments Institute certifications) preferred but not mandatory.