At a Glance
- Tasks: Support customers using Finastra payments systems and coordinate with internal teams.
- Company: Join a leading tech company focused on innovative payment solutions.
- Benefits: Unlimited vacation, hybrid work, health insurance, and career development opportunities.
- Other info: Engage in inclusive communities and enjoy a dynamic work environment.
- Why this job: Make a real impact by building strong client relationships and driving success.
- Qualifications: 2+ years in customer advocacy and excellent communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
About The Role: You will be responsible to support customers using Finastra payments systems and customer systems. The support will include functional application support, internal coordinating between internal stakeholders including but not limited to Finastra Product, Infrastructure, and Development teams. The ideal candidate is passionate about technology, resourceful, and has excellent customer facing skills. We are looking for an individual who is able to coordinate, assist and maintain solid customer relationships. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product, and Development to effectively support customers on their Payments platform.
What will you contribute?
- Strategic Client Engagement: Serve as the primary relationship owner for assigned clients, driving strategic alignment and fostering long-term partnerships.
- Senior Stakeholder Management: Engage with senior-level stakeholders to understand business goals, communicate value, and secure executive sponsorship.
- Proactive Success Planning: Lead customer success programs, including onboarding, enablement, and continuous improvement initiatives.
- Escalation Management: Act as the primary point of escalation for critical issues, ensuring timely resolution and transparent communication.
- Operational Excellence: Deliver structured operating reviews (Weekly Cadence, MORs, QBRs) to monitor performance and drive accountability.
- Risk Mitigation & Issue Resolution: Identify and prioritize service issues, proactively manage risks, and ensure successful resolution.
- Value Realization: Drive measurable outcomes, including increased adoption, reduced support cases, improved system performance, and enhanced client satisfaction.
- Relationship Development: Build and maintain strong operational relationships with clients, focusing on retention, growth, and strategic impact.
Required Skills And Experience
- Minimum of 2 years of experience as a customer advocate, relationship manager.
- Excellent communication and customer support skills, corresponding with senior leadership to successfully solve complex problems exercising judgment based on the analysis of multiple sources of information.
- Incident Management experience by participating in bridge calls for major incidents and documenting troubleshooting steps and service restoration details.
- Bachelor's Degree.
Benefits
- Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
- Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.
- Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
- Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
- Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
- Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
Specific benefits may vary by location.
Senior program manager employer: Finastra
Finastra is an exceptional employer that prioritises employee well-being and professional growth, offering unlimited vacation, hybrid working arrangements, and comprehensive health benefits. Our inclusive work culture fosters collaboration and innovation, while our commitment to sustainability and community engagement allows employees to make a meaningful impact. With access to continuous learning opportunities and a strong recognition programme, Finastra empowers its team members to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Senior program manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, and think about how your skills align with their needs. We want you to shine when it’s your turn to talk!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. It’s a small gesture that can make a big difference.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates.
We think you need these skills to ace Senior program manager
Some tips for your application 🫡
Show Your Passion for Technology:When writing your application, let your enthusiasm for technology shine through! We want to see how your passion aligns with our mission at StudySmarter and how you can contribute to supporting our customers effectively.
Highlight Your Customer Support Skills:Make sure to emphasise your excellent communication and customer support skills. Share specific examples of how you've successfully managed relationships and resolved complex issues in the past—this is key for us!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that get straight to the heart of your experience and skills. Avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Finastra
✨Know Your Tech
Make sure you brush up on Finastra's payments systems and any relevant technologies. Being able to discuss how these systems work and their impact on customer success will show your passion for technology and your resourcefulness.
✨Master Stakeholder Engagement
Prepare examples of how you've successfully managed relationships with senior stakeholders in the past. Highlight your communication skills and how you've aligned business goals with client needs, as this is crucial for the role.
✨Showcase Problem-Solving Skills
Be ready to discuss specific incidents where you've managed escalations or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your incident management experience.
✨Emphasise Customer Success
Think about how you've driven customer success in previous roles. Prepare to talk about onboarding processes, continuous improvement initiatives, and how you've built strong operational relationships that led to measurable outcomes.
