Customer Engagement Executive ensuring clients realize value in accounting services at 1st Formations. Engaging with small business clients to enhance satisfaction and reduce churn.
About the role
- Customer Success Executive supporting clients in understanding international payment processes. Collaborating with teams to ensure client needs are met and improve satisfaction in fintech.
Responsibilities
- Support clients in understanding and navigating international payment processes, including IBAN, SEPA, and SWIFT transactions.
- Monitor client satisfaction and proactively address issues to reduce churn and improve retention.
- Conduct regular check-ins, business reviews, and performance reporting for key accounts.
- Collaborate with internal teams (Product, Compliance, Support, etc.) to ensure client needs are met.
- Provide product training, guidance, and best practice recommendations.
- Support onboarding of new clients and ensure a smooth transition to the platform.
- Maintain accurate client records and engagement notes in CRM systems.
- Gather client feedback and contribute to product improvements.
Requirements
- Proven experience in a Customer Success, Account Management, ideally within the fintech or payments sector.
- Understanding of international payment systems, including IBAN, SEPA, and SWIFT.
- Exceptional verbal and written communication skills, with the ability to manage both technical and non-technical stakeholders.
- Ability to translate complex financial or technical topics into simple, actionable insights for clients.
- Confident in handling client issues calmly and efficiently, especially in high-pressure or regulated environments.
- Highly organized, detail-oriented, and self-motivated, with the ability to manage multiple client accounts.
- Comfortable working with CRM tools, helpdesk systems, and other customer-facing platforms.
- Collaborative team player with a customer-first mindset and a passion for delivering best-in-class service.
- Confident to manage own workload, coordinate with other members of the legal team, act independently, and seek out information required to deliver successful outcomes
- Flexible & open minded approach, including taking on additional tasks or changes to the role as required
- Ability to do work with support rather than high levels of hands on supervision
Benefits
- Health Insurance
- MultiSport card subsidised
- Hybrid model of working
- Personal Training allowance
- 25 days annual leave plus bank holidays and an extra day for your birthday
- Extended leave for long service
- Early Friday finish
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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