Customer Success Analyst

Ebury is a hyper-growth FinTech firm, named in 2021 as one of the top FinTechs to work for by Glassdoor and AltFi. We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration.
We are a rapidly growing bank. We offer international remittance services and are pioneers and leaders in cross-border payments. With Ebury Bank, millions of Brazilians have access to the world's best products and technology, and millions of foreigners have access to the best products and services in Brazil. We are seeking professionals who are attuned to new trends and who possess analytical skills coupled with an entrepreneurial mindset:
- Enjoy autonomy and freedom
- Bring ideas and are able to implement them
- Value and practice collaborative attitudes
- And above all: passionate about innovation.
If building the new excites you, explore this career opportunity at Ebury Bank.
**Our Challenges**:
In a bank that dreams big and likes to explore new businesses, our main challenge is always to improve our workflows and controls, ensuring the quality of all our operations. We are looking for an Account Manager with experience in the payments market to be the voice of the customer within Ebury Bank, to build relationships and connections with key decision-makers, generate value, and support the customer and their needs so that we can grow together.
**Responsibilities**:
- Develop business in key accounts, identifying and meeting customer needs;
- Monitor performance KPIs and ensure compliance with service levels;
- Anticipate impacts on customers and proactively address them to minimize operational noise;
- Support the support area in resolving incidents, interacting with other areas of the bank to resolve problems and provide feedback to the customer;
- Act to expand the products and services offered to the customer portfolio;
- Monitor customer satisfaction levels and identify potential risks impacting customer retention and competitive attacks;
- Identify recurring operational problems and define an action plan for their definitive resolution.
**Requirements and Qualifications**:
- Bachelor's degree;
- Experience as an Account Manager in the payments and/or financial market;
- Good interpersonal skills;
- Analytical capacity;
- Fluent in English.
**About Us**
**Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector.**
Founded in 2009, we are headquartered in London and have more than 1300 staff with a presence in more than 20 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family.
Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies.
None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.
- We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future._

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