Client Manager

hace 3 semanas

Valencia, España Luminary Bank A tiempo completo

About the Role

We are looking for a senior-level Client Manager to oversee onboarding, engagement, and relationship management for our institutional clients. This role acts as the main point of contact across all client touchpoints, ensuring tailored financial solutions and consistently high service delivery. The ideal candidate will combine strong communication skills with a deep understanding of client needs in the fintech, payments, or digital banking space.

Key Responsibilities

1. End-to-End Client Ownership

- Act as the primary contact for prospective and existing clients from onboarding through the full lifecycle
- Understand client business models and financial needs to align tailored product solutions
- Build long-term trust and ensure relationship continuity

2. Onboarding & Engagement Oversight

- Lead and coordinate client onboarding processes in collaboration with Compliance, Legal, Risk, and Operations
- Ensure a smooth transition from prospect to active client status, with clear communication and structured processes
- Maintain oversight of all engagement activities and deliverables

3. Service Delivery & Experience Management

- Monitor client satisfaction and service performance across all touchpoints (platform, communication, support)
- Ensure consistent, high-quality service in line with agreed standards
- Act as a client advocate internally, escalating issues and ensuring prompt resolution

4. Internal Coordination & Communication Control

- Route client queries and needs to appropriate departments while ensuring internal alignment
- Safeguard consistency and accuracy in all external communications
- Maintain comprehensive records of decisions, action points, and correspondence

5. Relationship Reporting & Client Insight

- Track client sentiment, activity, and potential disengagement risks
- Summarize feedback and communicate client expectations to senior management and product teams
- Support Risk and Compliance with context for client tiering or exception reviews

Requirements

- 5+ years in client relationship management, account leadership, or client success within fintech, payments, banking, or digital assets.
- Proven ability to manage high-value institutional clients and align internal teams toward service delivery.
- Strong interpersonal, diplomatic, and stakeholder management skills.
- Understanding of AML/KYC, GDPR, and MiCA frameworks.
- Experience with CRM tools and communication tracking systems.
- Fluent English is required; Russian is strongly preferred; additional languages are a plus.

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