Fintech Account Relationship Manager

Commercial Account Relationship Manager

About the role

• FinTech sector
• Working within the COO team and closely with the CEO, with deep interaction with the Technology team
• Based in either Campione d'Italia or Lugano
• Requires right to work in EU and/or Switzerland an ability to travel between the two and London
• Fluency in Italian and English (C2 proficiency or native/bilingual level)
• Knowledge of German (C2 proficiency or native/bilingual level) is a plus.

Company Description

Ephelia Group is a global financial group offering Fintech-as-a-Service in Payments, Electronic Money, Investments, and Compliance. Operating in Europe, the United States, the United Kingdom, Switzerland, and New Zealand, Ephelia manages an ecosystem focused on innovation, technology, and financial services through targeted acquisitions.

Role Description

Job Summary:

We are seeking a proactive and commercial Account Relationship Manager to join our team at Ephelia, a leading fintech service provider. You will be responsible for managing and nurturing client relationships, ensuring delivery of a polished end-product that meets client requirements and driving business growth within our portfolio of B2B clients. A deep understanding of fintech solutions and products is essential to the performance of the role.

The role involves supporting and enhancing collaboration between Operations and Technology, ensuring that there is a common and agreed understanding of client requirements, supporting the Technology team with questions for the client as the product is developed, ensuring that acceptance criteria are met before launch and managing client relationships once the product is live, including supporting identifying and delivering future needs and working on all commercial aspects of the relationship.

You will have a deep understanding of fintech solutions and products across Europe and, ideally the UK.

You will be responsible for ensuring the delivery of accurate business requirements, setting up internal reporting functions, managing project work, defining and drafting business processes and procedures, and managing a process to produce MI and reports. Some work from home is acceptable, however the expectation is that you will be office-based or with clients 3-4 days a week for collaboration, discussion and team building.

This is a full-time role with the option of being based in either Campione d'Italia or Lugano.

Requirement s:

• Proven experience in account relationship management within the fintech or financial services industry.
• Deep understanding of the fintech market including products, solutions and applicable licences and relevant market regulations.
• Highly commercial approach with an ability to understand the interplay of different commercial levers.
• Experience of the technology lifecycle and of working with teams delivering technology products and services.
• Experience of managing contracts from inception to execution, including reviewing terms and ensuring contractual language matches the commercial intent
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Strong problem-solving skills and ability to navigate complex client relationships.
• A results-oriented mindset with a passion for fintech and a track record of successful account management.
• Ability to work independently and manage multiple client accounts simultaneously.
• Fluent English and Italian (at least C2 proficiency or native/bilingual)
• Right to work in either EU or Switzerland or both. Travel will be required between the locations as well as London.

Key Responsibilities:

• Work with a portfolio of Ephelia’s clients to develop relationships from initiation, understand client needs, ensure seamless delivery of products and services and maintain strong relationships.
• Act as the primary point of contact for client inquiries, issues, and escalations.
• Work with clients and other Ephelia functions to build out business case from draft to acceptance with Customer Committee.
• Establishing and chairing regular account meetings with each client in your portfolio and relevant Ephelia stakeholders.
• Management of contract terms through the lifecycle of the client relationship including owning the execution of the contract as well as managing key commercial terms.
• Managing KPIs and reporting for Ephelia performance for each client in line with contractual terms.
• Identify opportunities for growth within client accounts and work towards expanding our product offerings within these accounts.
• Monitor client performance and satisfaction, and proactively address any concerns or issues.
• Collaborate with internal teams to ensure seamless client onboarding and support during the client lifecycle.
• Provide regular updates and reports on client account status and performance, developing customer driven commercial KPIs and producing reports and MI evidencing growth and success.
• Understand client needs and objectives across all clients, as well as the commercial rationale of those objectives, both for the client and Ephelia. Provide input to the rest of Ephelia Group to align our products and services to meet those needs effectively.

Benefits:

• Competitive salary and performance-based incentives.
• Opportunities for career growth and professional development.
• Collaborative and inclusive work environment with a focus on innovation.