Role Title: Customer Success ManagerReports to: Director of Customer OperationsLocation: BirminghamJob Type: 12 Month FTCAbout EMLEML Payments is a global leader in the fintech space.
Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion.
Our Purpose is to inspire transformative digital change for our customers and communities.As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs.
We are agile, we are innovative.
We take a partnership approach; we tailor solutions andplace a strong focus on operational excellence.Our place is one of collaboration, teamwork & innovation.
But, above all, it's one that embraces difference.
And rather than have you blend in, we want to help you unleash your full potential.The RoleThe Customer Success Manager role is focused on the ownership and continual improvement of the service offered to our customers in the various countries EML operates in.
The role will maintain and develop excellent working relationships with new and existing customers which fulfil and then exceed the service expectations of the customer and EML.What you'll doDay-to-day management and co-ordination/prioritisation of workload for customers, delivering on time and high-quality inputs to them as required to ensure the continuation of business growthOwnership of key customers from a commercial/contract perspective working closely with the customer service team who deliver operational supportGrowing and developing existing customers, together with generating new business opportunities where possible from those customers i.E.
upsellingMaintenance of the client databaseRespond to daily customer queries that are more complex than those handled by customer support (escalations or second-line level matters)Manage a detailed account plan for all customers.
Ensure information is gathered on customers proactively prior to meeting them, assess the customer's current and future operational and commercial needs when talking to them, and propose alternatives to optimise efficiency and revenueManage a diverse range of complex or bespoke customer requests on a daily basisAssist in the development of new business / renewal of business strategy for customers with your relationships including preparing re-tender submissionsAssist the customer support team to resolve customer enquiries and operational matters within established SLAsPlay a supporting role in customer contract renewals with the Director – Customer SuccessManage other functions within EML to deliver information needed to support you in driving awesome customer experience with EML – finance, operations, risk and ITWhat you'll bringRelationship Management experience and the ability to build trustAbility to operate in a team environment and collaborate at a high levelOperate in a fast-changing market and business environmentExcellent problem-solving skillsKnowledge of Prepaid or Gift Card a bonusAbility to operate at high level internally and with customersProven track record of consistent delivery of results in a solution-orientated mannerRole will require travel to customer sites from time to timeExcellent communication skills and the ability to influence at a high level, both internally and externallyHigh level of organisation and the ability to deal with multiple complex projects at the same timeWhat you will be offeredIf you love what you do, you should love where you do it.
We appreciate that everyone's different and has their own preferences of where and how to work.
We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely.
This means that combining both is the key to success.25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days!Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short-term and long-term secondment options.Hybrid working - Be empowered to work smarter, in a way that suits your lifestyleCompany Enhanced Family Leave Options*12 weeks paid New Parent Leave*Paid Professional MembershipsPension Scheme*Short term bonus scheme*Company Private Medical Insurance Scheme – 50% covered by EML*Long term illness cover – 75% of your basic Annual SalaryLife Assurance (Death in Service) Cover – 4x your basic Annual SalaryEmployee Assistance Programme – accessible 24/7BenefitsHub – get discount vouchers for your favourite retailers(*some benefits are subject to qualifying criteria)Company Culture and Values Our place is one of collaboration, teamwork & innovation.
But, above all, it's one that embraces difference.
And rather than have you blend in, we want to help you unleash your full potential.Company Structure EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.EEO Statement Integrated into our Core Values is EML's commitment to diversity and inclusion.
EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.We believe in understanding and respecting differences.
This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability.
Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.