Manager – Client Servicing

Nium, the Leader in Real-Time Global Payments 

At Nium, we operate at the intersection of an increasingly interconnected world, where the traditional finance industry has been disrupted, and on-demand is in demand. Our payments infrastructure is leading a transformation in payments, enabling anyone, anywhere to make and receive payments instantly, regardless of the location or currency. We currently support: 

-Regulatory Licenses and Authorizations in 40+ Countries, enabling seamless onboarding, rapid integration, and compliance

-190+ Pay Out Markets – 100+ in real time

-35+ Pay In Markets

-30+ Card Issuance Markets

-100+ Supported Currencies 

Today, Nium is the leader in real-time global payments and the fastest way to send money across borders. We are co-headquartered in San Francisco and Singapore, with regional offices in Australia, Brazil, Hong Kong, India, Indonesia, Japan, Lithuania, London, Malaysia, Malta, Netherlands, and UAE. 

We are seeking a highly motivated and experienced B2B/Enterprise Client Servicing Manager with a background in the Payments industry to join our dynamic team. The ideal candidate will be responsible for managing relationships with our key clients from the US region, ensuring their satisfaction, and driving business growth.

We’re looking for owners who can:

·        Cut through chaos and ambiguity to manage senior stakeholders with our clients

·        Remain restless, brave, and passionate, taking accountability to constantly create something better.

• Relationship Management:
• o   Act as the main point of contact for all client needs and inquiries.
• o   Solve client queries, responding directly and seeking help from downstream teams when necessary.
• Client Satisfaction:
• o   Understand and meet client requirements and expectations.
• o   Address issues or concerns promptly and effectively.
• Client onboarding:
• o   Oversee onboarding for new clients, ensuring a smooth transition.
• o   Provide ongoing support and monitor client accounts to ensure they achieve their goals.
• Strategic Planning:
• o   Collaborate with internal stakeholders to develop and implement client engagement and retention strategies.
• o   Stay updated on industry trends and best practices to keep our offerings competitive.
• Communication:
• o   Regularly update clients on new features, product enhancements, and industry news.
• o   Gather client feedback to inform product development and improvements.
• Reporting and Analysis:
• o   Track key performance metrics related to client satisfaction, retention, and revenue growth.
• o   Analyze data to identify trends and insights for decision-making and strategy development.

• Education & Experience:
• o   Bachelor's degree with 8+ years of experience, including 3+ years in client servicing (preferably with B2B/Enterprise/Institutional Payment clients)
• Industry Knowledge:
• o   Strong understanding of payment processing technologies, trends, and regulations
• o   Experience with American domestic payments is a plus
• Communication Skills:
• o   Excellent communication and interpersonal skills
• o   Ability to build rapport and trust with clients.
• Empathy, active listening, and conflict resolution skills
• Flexibility & Adaptability:
• o   Ability to work in US shifts between a window - 7PM to 7AM
• o   Ability to multitask and prioritize in a fast-paced environment.
• Hands-On & Client-Focused:
• o   Comfortable with complex infrastructure
• o   Manage client queries, escalations, and conduct MBRs/QBRs
• Stakeholder Management:
• o   Manage internal stakeholders (Sales, Account Management)
• o   Collaborate with Ops, Compliance, Product, and Tech teams.

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job candidates. Please review our Candidate Privacy Notice for more information.

Candidate Privacy Notice: https://www.nium.com/privacy/candidate-privacy-notice

What we offer at Nium  

We Value Performance: Through competitive salaries, performance bonuses, uncapped sales commissions and robust performance reviews, we ensure that all employees are rewarded and incentivized for their hard work. 

We Care for Our Employees: The wellness of Nium’ers is our #1 priority. In addition to many other benefits, we offer medical coverage, 24/7 employee assistance program, generous time off policies, and a year-end shut down. We also provide a hybrid working environment (3 days per week in the office). 

We Upskill Ourselves: We are curious, always want to learn more and upskill ourselves. As well as role-specific training, we also offer a global learning stipend. 

We Constantly Innovate: Nium continues to be globally recognized for its constant innovations, growth, and employee-centric mindset since our inception: 

-2022 Great Place To Work Certification

-2023 CB Insights Fintech 100 List of Most Promising Fintech Companies. 

We Celebrate Together: Work is also about having fun with your colleagues and forging deep relationships. We host company-wide social events onsite and virtually, provide team morale budget and bonding activities, happy hours, team offsites, and much more!  

We Thrive with Diversity: Across 33 nationalities and 18+ countries, our diverse and multicultural team embodies our commitment to a safe and welcoming environment for everyone.  

What it’s like to be a Nium'er 

At Nium we center our way of work around 3 core values globally: 

#KeepItSimple: We cut through complexity, simplify at speed and operate with scale in mind. 

#MakeItBetter: We build innovative solutions that make our customers' lives better. 

#WinItTogether: We win in this competitive market by collaborating as one team. 

For more information, visit www.nium.com.