What are the responsibilities and job description for the Client Experience Manager position at AERO PAYMENTS, INC?
Client Experience Manager
Last reviewed: 01/7/25
Reports to: Director of Client Experience
FLSA Status: Exempt
About Us:
Aeropay is a Chicago-based financial technology company that helps people move money with bank-to-bank (ACH) transfers. We enable businesses to accept compliant, cashless and contactless payments, giving customers a faster and safer way to spend. Backed by leading investors and powered by sophisticated and secure technology with compliance at the core, Aeropay is the best way to move money.
Position Overview:
The Client Experience Manager is responsible for overseeing and driving a best-in-class journey for Aeropay’s customers. This role involves building and maintaining strong client relationships, understanding their unique business needs and coordinating with internal teams to meet and exceed customer objectives. The Client Experience Manager is a key player in driving client retention and facilitating Aeropay’s growth as a category leader in the payments space.
Key Responsibilities:
- Build and maintain positive and enduring relationships with Aeropay clients
- Collaborate strategically with clients to understand their business challenges and objectives
- Provide effective guidance on utilizing Aeropay's products and services
- Oversee the full-cycle onboarding process for new clients
- Monitor and analyze client engagement and satisfaction
- Address and resolve client inquiries and issues in a timely and professional manner
- Collaborate with cross-functional teams to ensure client success
- Regularly document client success processes and procedures
- Stay informed on industry trends and best practices
- Participate in strategic planning to ensure client engagement and retention
- Perform other related duties as assigned, including occasional travel as necessary
Qualifications:
- 3 years of experience in client services, account management or a related field within a FinTech and/or payments environment
- Proven ability to understand and effectively communicate technical information to technical and non-technical audiences alike
- Excellent verbal and written communication abilities
- Strong interpersonal and relationship-building skills
- Excellent organizational skills with a keen eye for detail
- Proficient in industry-standard client management tech stacks and project management modalities
Compensation:
- 75k - 90k Salary
Benefits:
- Excellent medical, dental, and vision benefits
- Unlimited PTO
- Commuter Benefits
- 401k Plan with match
- Paid maternity and paternity leave
- Professional Development Stipend
NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.
Aeropay is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation and the overall success of our business. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, parental status, genetic history, political affiliation or any other status protected by the laws or regulations in the locations in which we operate.
