Client Success Manager

• You’ll be managing NatWest Boxed client relationships and owning the client strategic plans to ensure clients fully optimise our services for their needs
• We’ll look to you to gain a thorough understand of the client’s strategic aspirations, and identify how the NatWest Boxed existing products and pipeline can help drive client value
• Hone your leadership skills in an environment where we take a real investment in your career progression

What you'll do

In your new role, you’ll manage your own portfolio of clients, whilst delivering outstanding client service and the highest quality customer outcomes. You’ll leverage the expertise and knowledge of NatWest Boxed and provide senior client coverage, helping to reduce churn by increasing user adoption and NPS, and assist with upselling and account expansion.

Additionally, you’ll be:

• Fostering strong client relationships and supporting clients as they transition from sales prospects to active users of NatWest Boxed
• Implementing the right client success metrics and KPIs to measure and report the effectiveness of client accounts
• Working closely with the sales and product teams to ensure client satisfaction, acting as voice of client regarding issues/opportunities and enhancements
• Making sure the client continuously sees value in the relationship by aligning on their key success criteria
• Managing Client Due Diligence (CDD) and Onboarding processes, ensuring strong engagement with the clients and internal stakeholders to ensure clients are onboarded rapidly

The skills you'll need

You’ll need knowledge of the Banking-as-a-Service (BaaS) industry and have good relationship management, selling and influencing skills.

We also expect you to have:

• An understanding of the market and client bases across the industry
• Experience in senior external client exposure and influence
• A proven track record in delivering financial targets
• Good verbal and written communication skill
• Good relationship management skills