Client Impact Strategy & Operations Lead (f/m/d)

As a Client Impact Strategy & Operations Lead at Upvest, your responsibilities will revolve around ensuring an outstanding client experience throughout their lifecycle. This includes leading strategic projects critical for long-term objectives, managing post-launch client relationships, and providing technical support for smooth setups and API governance. You'll also establish performance metrics and collaborate closely with cross-functional teams to align on shared goals.

To qualify for the Client Impact Strategy & Operations Lead role at Upvest, you should have several years of experience in strategy consulting, preferably in financial services or within a top-tier fintech's strategy department. A strong ability to analyze complex issues, manage multiple projects, and communicate effectively is essential. Additionally, a passion for fintech and familiarity with the investment market will give you an edge.

At Upvest, we prioritize your growth as a Client Impact Strategy & Operations Lead by providing access to personal coaching, a development budget, and various opportunities for career advancement. We believe in fostering a culture of learning and openness, which allows employees to thrive and continuously improve their skills.

The work environment for a Client Impact Strategy & Operations Lead at Upvest is dynamic, innovative, and collaborative. We value flexibility, understanding that our employees can excel in various settings, whether in the office or remotely within Germany. You'll work alongside a diverse and passionate team, united by the shared mission of transforming the investment landscape.

Upvest ensures a great client experience by structuring the Client Impact team into specialized areas such as Launch, Account Management, Client Experience, and Integration Success. As the Client Impact Strategy & Operations Lead, you'll be integral in shaping strategies to enhance each of these areas, driving client satisfaction and fostering long-term success through exceptional support and strategic guidance.

When answering this question, highlight specific projects you've worked on within the fintech sector. Discuss the challenges faced, your approach to developing strategic solutions, and any measurable outcomes resulting from your initiatives. Be sure to connect your experiences to the role at Upvest, showing how your strategies improved client experiences or operational efficiency.

To manage competing priorities effectively, explain your approach to organization and time management. Mention tools or methods you use to keep track of tasks, and provide a specific example where you balanced multiple projects while maintaining high client satisfaction. Connect this to how Upvest's Client Impact team operates to showcase your understanding of their needs.

In your response, define what exceptional client support looks like, perhaps by discussing responsiveness, personalized service, and proactive communication. Share any experiences where you went above and beyond for a client, and relate this back to Upvest’s mission to enhance client experiences throughout their lifecycle.

Discuss the importance of setting clear objectives and key results (OKRs) when measuring success in a client impact role. Provide examples of KPIs you have used in the past and how they influenced your team's strategies. Emphasize your ability to analyze data and adapt strategies based on results, aligning this with Upvest’s commitment to performance-driven outcomes.

Share your strategies for relationship building, such as regular check-ins, understanding client needs through active listening, and providing value through insights and support. Illustrate with examples from your previous roles, depicting how these strategies have led to long-term client relationships, which is crucial for a role at Upvest.

When discussing a strategic project you've led, outline the objectives, the steps you took to achieve them, and any hurdles you overcame. Focus on delivering measurable outcomes, and emphasize how your leadership directly contributed to the success of that project. Relate this back to how you would approach similar projects at Upvest.

Explain the methods you use to keep yourself informed about the latest trends in fintech and investments, such as reading industry publications, attending conferences, or participating in networking events. Share your thoughts on how these trends can influence client needs and Upvest's strategy in the investment sector.

Use this opportunity to illustrate your analytical skills by detailing a specific process you improved. Explain the problem, your approach to analyzing the situation, the changes you implemented, and the results. Relate it back to the Client Impact team's focus on efficiency and excellence at Upvest.

Discuss your understanding of API governance, emphasizing the importance of security, clarity, and support in the integration process. Provide insights on how you would ensure that clients understand and effectively utilize the APIs offered by Upvest, showcasing your ability to translate complex technical details into accessible guidance.

Express your enthusiasm for the innovative nature of Upvest and its mission to reshape the investment landscape. Discuss how the responsibilities of the Client Impact Strategy & Operations Lead align with your skills and career aspirations, emphasizing your eagerness to contribute to positive client experiences while supporting Upvest's growth.