Senior Client Experience Manager (German Speaking) (f/m/d)

Enable Europe’s leading Fintechs to deliver flawless investment experiences.

• Relationship Management: Take full ownership of day-to-day operational relationship management as a senior support counterpoint to Europe’s top financial institutions in utilising Upvests investment API. - Best in Class Support: Oversee exceptional support delivery via Zendesk, Slack and weekly check-ins, acting as the first escalation point for complex operational and administrative issues. - Operational Excellence: Manage our Service Level Agreements (SLAs), identifying systemic points for improvement to ensure smooth business-as-usual (BAU) operations. - Cross-Functional Advocacy: Serve as the chief internal advocate for client interests and queries, collaborating with Product, Engineering, and Operations teams to resolve requests. - Communication: Set the standards for client communication, ensuring transparency and trust through both ad-hoc and structured weekly, monthly and quarterly touchpoints. - Take Ownership: Become part of the success story of Upvest (as a shareholder!). # What you bring:

Your skillset will drive our mission to provide best in class support.

• Expertise: 6+ years of experience in client-facing roles within, investments or banking. You have experience in working with large financial institutions and a natural comfort with complexity. - Linguistic Skills: Professional fluency in German and English is required to manage our institutional European partnerships. - AI: Proficiency in AI tooling is a significant advantage, particularly in leveraging AI to automate support workflows or enhance data-driven decision-making. - Industry Knowledge: Deep familiarity with the financial industry or regulated environments. Previous experience with or strong interest in software-/infrastructure-as-a-service products (e.g., Banking-as-a-Service etc.)
• Problem-Solving: A "client-first" mindset with the ability to solve problems pragmatically and efficiently. You relish the challenge of overcoming multi-layered operational issues and have strong stakeholder management skills. - Leadership: A proactive approach to mentoring, acting as a sparring partner for leadership, and thriving in an autonomous, high-growth setup.