Title: Client Success Lead
Who are we’re looking for:
We’re looking for an experienced client relationship manager with transaction banking and project management skills to join our client success organization based in Tokyo. Traydstream isn’t just one of the world’s leading rules and compliance engines for trade finance – it’s a family of hard-working professionals dedicated to making a difference in the world of finance, trade and technology. By producing high-quality and user-friendly platforms for a variety of industries, we help organizations accelerate their capabilities across borders.
A truly cross functional role, the successful candidate will be able to integrate their knowledge in trade finance and client relationship to manage a group of clients in a geography. In this role, the candidate is expected to closely work with the clients and be the first point of escalation for any queries related to client onboarding, platform training & usage, adoption and day-to-day client workflow activities. You will be required to manage a team of individuals who are trade finance processing professionals and project managers for completing the entire client lifecycle journey. Your ability to improve the client’s experience and continuously improve the Traydstream platform could lead to the launch pad for your fintech career. You will work alongside a team of product and technology team members while developing and mastering new skills. With help from our leadership team and subject matter experts, you will have the guidance and resources required to succeed and grow within the organization.
Requirements
Responsibilities
· Provide world class client servicing to our clients
· Manage the recruitment, engagement, performance management and training plans for your team members
· Manage expectations and communication lines between internal and external stakeholders
· Recommend solutions to continuously improve TAT, Accuracy and all productivity related KPIs as provided by the Chief Operating Officer
· Analyze the data related to our client’s transaction efficiency or efficacy on the Traydstream platform
· Research and recommend creative ideas to address the root cause of functional platform problems
· Ensure client process checklists and action plans are completed by cross functional teams based on urgency and criticality
· Coach team members through the customer life cycle journey to improve and be more efficient
· Incorporate best practices for team members based on observations and learnings our trade officers and clients
· Manage the central repository for key client deliverables as part of onboarding e.g. policies, controls, IS assessment, etc.
· Responsible for driving change management related activities internally and supporting client related change management
· Responsible to coordinate with all internal and external stakeholders for committed client delivery
· Handle first level of escalation for client inquiries and requests and address their needs
· Stay on top of assigned clients, making sure they receive services that are within their budget and meet their needs
· Meet regularly with other team members to discuss progress and find new ways to improve business
· Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly
· Responsible for managing in depth training to all clients – new clients + post Release Demo
· Coordinating with Tech Support on Escalated Tickets
· Responsible for prioritizing product (with client feedback) and defects across all clients and working closely with product as part of product roadmap
· Manage and review transactional & operational MIS
Qualifications & Skills
· 10-12 Years in Transaction Banking, Trade Finance or Project Management
· Undergraduate or Postgraduate Degree (BBA, BCOM, MBA or equivalent)
· Involved in Automation/ Digitization of Trade Processing
· Excellent Interpersonal skills including communication, client servicing, conflict management, influence & negotiation with well versed in English and Japanese
· Superior Problem-Solving Ability
· Superior people management skills
· Strong Understanding of Data Collection & Analysis Techniques
· Ability to multi-task in a fast-paced environment with fluctuating priorities and deadlines.
· Ability to manage client escalations at first level
· Proficiency in Microsoft Office Suite
Preferred Abilities
· Certified Documentary Credit Specialist (CDCS)
· Project Management Qualifications
· Basic understanding of Technology concepts i.e, Artificial Intelligence. Machine Learning and Cloud Infrastructure
· Proficiency in English and Japanese
Who are we’re looking for: We’re looking an experienced Trade Document Specialist who will be part of a passionate trade team and IT employees based in Tokyo, Japan
This role can be the launch pad for your leadership capabilities. You’ll be expected to continually develop and master new skills, and with the help from our leadership team and subject matter experts, you will have the guidance and resources required to succeed and grow within the organization.
Responsibilities
· Develop a deep understanding of the structure and usage of the Traydstream Platform vis-à-vis:
o Your understanding of the processes and technologies that you may have used juxtaposed with Traydstream technology and processes.
· Successfully onboard clients on to the Platform through:
o Hand holding of the clients with initiating initial sets of their transactions (pilot transactions) into the platform.
o Implementing solutions in the platform, which are most appropriate for the client and their documents.
o Maintaining adequate data to enable client communication about the efficiency and efficacy of the Platform for their transactions.
o Over deliver on the commitments made to the clients.
o Effectively communicate, orally and in writing with the client as well as with internal stakeholders.
· Enhance overall Client Experience and Platform Efficiency through:
o Bringing in creative ideas for client problems or platform functionality.
o Continuously strive towards improvement in TAT, Accuracy and Productivity w.r.t. all the Products.
o Test the platform for new / modified functionalities / products.
o Effectively communicate with the Product Head, Technology Head, Sales and the other stakeholders to get buy-in before implementation and sell it to the stakeholders after implementation.
· Build and nurture a high-performance team:
o Manage processes, projects, and management routines.
o Promote a highly engaged environment and facilitate the upskilling and reskilling of your direct reports.
o Provide cross functional learning opportunities and facilitate best practices in automation and root cause analysis.
Benefits
Benefits of working at Traydstream
We’re a company on an ambitious mission. We work hard, and we’re proud to offer our team generous benefits to support them both professionally and personally.
- Comprehensive health plans
- Generous leave policy
- Flexible remote working
- Unlimited learning and development programs
- Cross-functional learning paths
