Senior Client Experience Manager (German Speaking)

About the role

Take full ownership of the operational day-to-day relationship between Upvest and Europe's leading financial institutions as a senior counterpart. You'll manage the end-to-end live client relationship, ensuring a smooth daily BAU experience for our clients, building lasting relationships with key stakeholders and serving as the custodian of long-term partnerships.

What you'll do

• Take full ownership of day-to-day operational relationship management as a senior support counterpoint to Europe's top financial institutions in utilising Upvests investment API.
• Oversee exceptional support delivery via Zendesk, Slack and weekly check-ins, acting as the first escalation point for complex operational and administrative issues.
• Manage our Service Level Agreements (SLAs), identifying systemic points for improvement to ensure smooth business-as-usual (BAU) operations.
• Serve as the chief internal advocate for client interests and queries, collaborating with Product, Engineering, and Operations teams to resolve requests.
• Set the standards for client communication, ensuring transparency and trust through both ad-hoc and structured weekly, monthly and quarterly touchpoints.

What you'll need

• 6+ years of experience in client-facing roles within investments or banking, with experience working with large financial institutions.
• Professional fluency in German and English required to manage institutional European partnerships.
• Deep familiarity with the financial industry or regulated environments.
• A "client-first" mindset with the ability to solve problems pragmatically and efficiently, with strong stakeholder management skills.
• Proactive approach to mentoring and thriving in an autonomous, high-growth setup.

Nice to have

• Proficiency in AI tooling, particularly in leveraging AI to automate support workflows or enhance data-driven decision-making.
• Previous experience with or strong interest in software-/infrastructure-as-a-service products (e.g., Banking-as-a-Service).

What they offer

• 30 days of annual leave and sports benefits.
• Professional coaching and flexibility to work remotely abroad for up to 183 days a year.
• UpRest: one-month fully paid sabbatical after every 4 years.
• Personal development budget for growth.
• Competitive, above-market salary and employee equity program participation.
• Work from Berlin, London or Tallinn hybrid or remotely across Europe, you choose.