Client Service Account Manager

Service excellence builds trust and trust builds long-term client partnerships. Join a team where your relationship skills and problem-solving mindset drive measurable impact for clients. You’ll help shape a consistent, well-controlled client experience while supporting growth and innovation.

As a Senior Client Service Account Manager in Payments Client Service, you will take direct responsibility for servicing a larger, more complex portfolio of corporate and financial institution clients. You will deepen relationships through proactive engagement, lead solutions across partners, and drive service excellence across payments and cash management solutions.

Job responsibilities

- Serve as a strategic advisor by providing consultative support on operational and service-related decisions

- Lead resolution and escalation of service issues by coordinating internal partners and driving timely outcomes

- Identify product and service gaps through analysis of client needs and usage patterns

- Recommend and support implementation of service delivery improvements and product enhancements

- Communicate complex issues and solutions clearly to clients and internal stakeholders

- Promote adherence to risk policies and control standards, escalating concerns appropriately

- Maintain awareness of relevant legal, regulatory, and cybersecurity developments and support client readiness

- Lead smaller initiatives and workstreams using project management disciplines, including planning, risk identification, stakeholder engagement, and execution

- Partner with clients through change management events by driving readiness, facilitating communication, and removing obstacles

- Lead structured client relationship reviews to identify opportunities to strengthen partnerships and improve the client experience

Required qualifications, capabilities and skills

- Minimum 3 years of relevant industry or functional experience in client service, operations, or a related role

- Advanced understanding of payments and cash management solutions and associated client needs

- Strong written and verbal communication skills, including the ability to explain complex topics clearly

- Strong organizational skills with the ability to manage multiple priorities and deliver results

- Proven ability to build and maintain effective partnerships with clients and internal teams

- Demonstrated sound judgment, risk awareness, and comfort with escalation when needed

- Proficiency with virtual connectivity and collaboration tools to support client engagement

- Experience leading smaller initiatives or workstreams, including planning and stakeholder coordination

Preferred qualifications, capabilities and skills

- Experience supporting a larger and/or more complex client portfolio

- Experience contributing to service improvement initiatives, process enhancements, or client experience programs

- Familiarity with change management activities impacting clients (communications, readiness, issue management)

- Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.

- Comfort using digital solutions and knowledge resources to improve productivity and client outcomes