Senior Client Analyst

  • Full-time

Company Description

Yapily Ltd is democratising innovation within the financial services sector.  Our mission is to build an inclusive and collaborative financial world by making banking, payments simpler and cheaper for small businesses (SMEs) as well as Retail banking users.  Yapily provides its customers with an easy way to retrieve financial data and initiate payments, providing one single secure gateway for connectivity to all financial institutions. 

Job Description

Due to our rapid expansion and strong business growth we’re looking for a Senior Client Analyst to join our client support team to assist managing responses to in-bound client queries.

Customer support is a critical function within Yapily, having influence on all aspects of Yapily’s service delivery, including Sales, Technology, Product and Operations.  Yapily thrives on collaborative success, where customer focus and delivery is at the heart of everything we do.

We are therefore eagerly seeking a candidate having proven experience within a financial services fintech or software technology vendor, ideally supporting data feed or API services to both small and enterprise clients.  The ideal candidate is now enthused to leverage their experience solving challenges that present within a rapidly growing start-up environment.

In return the successful candidate will enjoy working with an award-winning team, in a setting that nurtures creativity, rewards leadership and actively encourages technical innovation to solve everyday challenges.  The successful candidate will have immediate impact on service delivery to our rapidly growing client base and become integral to Yapily’s growth strategy. 

Key responsibilities include:

  • Working within the Yapily support team to answer customer queries on the Yapily gateway services.
  • Supporting customers of all sizes and industries to make best use of our APIs.
  • Understand and support customers as they manage their accounts and bank integrations on our online portals. 
  • Help customers by identifying best practices for API integration and assisting customers with their implementation.
  • Build relationships with key customers post-integration to ensure that their future technical requirements are mapped and met. 
  • Ensure Yapily’s contractual SLA targets with customers are upheld, identifying ways to improve our service delivery.
  • Advocate for our customer needs internally, driving resolution updates on key issues with clients, and providing feedback on new feature request to product teams.
  • Helping to drive greater customer adoption and satisfaction by championing customer feedback internally.
  • Providing metrics on our service desks KPIs for internal stakeholders to identify areas for improvement.
  • Work closely with customers to understand their products, needs and how our services support their success. 
  • Liaise with Technology and delivery teams to ensure new features and releases are deployed smoothly, with appropriate customer notification and consideration of their needs.
  • Acting on alerts from our production monitoring tools, either by resolving directly or managing issue escalation with internal support and development teams.
  • Developing relationships with key contacts at Banks and our data providers so that any service impacting issue can be readily escalated and resolved where necessary.

Qualifications

Required Skills

  • Experience working on a support desk, managing support ticket queues.
  • Excellent written and communication skills, particularly dealing directly with customers at all levels from technical and business teams. 
  • Highly effective time management skills.  The ability to prioritise and tackle queries directly at point, e.g. with FAQs or other support collateral, and also when to escalate, i.e. serious service impacting issues.
  • Experience with API technology, particularly within retail banking or a payments ecosystem (banking, processing, acquiring etc.).
  • Experience of managing business critical suppliers and implementing best practice for reviews, reporting, SLA and risk/audit management.
  • Experience of best practices in release and change management.
  • Best suits an intelligent, engaged and highly motivated, action-oriented individual who thrives in a fast-paced environment.

 

You will have

  • At least 8 years work experience (with at least 4 years on a front-line client facing support role)
  • Proven track record within a support team, working within an on-call rota structure, providing training and support to junior team members, coverage planning etc.
  • taking on rota t in mentoring a technical leadership role driving operations at a management level, preferably with a renowned fast-growing startup
  • Driven, energetic and ability to work in a fluid and fast-paced fintech environment

Qualifications

  • BSc/BA 2:1 or higher Degree
  • Experience working with Fintech’s as clients or working for a Fintech firm.
  • Industry qualifications such as ITIL.
  • Additional European Languages are also beneficial.

Good to have

  • Background in development, technology delivery.
  • Experience in a fast-growing startup
  • Foreign languages.

Additional Information

Team Culture 

We are a rapidly growing, hardworking and dynamic team.  We welcome new colleagues who identify with our core principles:  Be humble, creative, ambitious, thoughtful, a leader, think at scale and embrace simplicity.

Looking to further your career on an international level with a rapidly growing vendor, you will be empowered to make a positive impact quickly.  You are available for business travel and appreciate the benefits of face to face client interaction, acting as an evangelist for Yapily and then as the client advocate in internal discussions.

Additional information 

This is a fantastic opportunity to join a fast-growing company. At Yapily, we don’t just accept difference - we celebrate and support it.  We thrive on our collaborative can do attitude, for the benefit of our team and our customers! 

Check us out at www.yapily.com or read about us at https://tcrn.ch/2J8TS55