Senior Client Experience Manager (German Speaking)

About the role

As a Senior Client Experience Manager (German Speaking), you'll 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.

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. Experience in working with large financial institutions and a natural comfort with complexity.
• Professional fluency in German and English is required to manage our institutional European partnerships.
• Deep familiarity with the financial industry or regulated environments. Previous experience with or strong interest in software-/infrastructure-as-a-service products.
• A "client-first" mindset with the ability to solve problems pragmatically and efficiently. Strong stakeholder management skills.
• A proactive approach to mentoring, acting as a sparring partner for leadership, 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.

What they offer

• 30 days of annual leave, sports benefits, and professional coaching access
• Remote work flexibility up to 183 days a year across Europe
• UpRest: one-month fully paid sabbatical after every 4 years
• Personal development budget and €20,000 per year for AI tools
• Competitive, above-market salary with employee equity program
• Hybrid work from Berlin, London or Tallinn hubs