Senior Client Experience Manager (German Speaking)

As a Senior Client Experience Manager, you'll take full ownership of the operational day-to-day relationship between Upvest and Europe's leading financial institutions, acting as a senior counterpart and custodian of long-term partnerships. You'll manage the end-to-end live client relationship, ensuring a smooth daily business-as-usual experience for clients. Your role is operational and client facing, and you'll build lasting relationships with key stakeholders, facilitating day-to-day queries and ensuring live clients are operationally robust and efficient in their use of the investment API. You'll act as the conduit between Upvest and its clients, working alongside a high-performing team of experts and collaborating closely with stakeholders across Product, Engineering, Growth, Legal, and Compliance.

Responsibilities

• Take full ownership of day-to-day operational relationship management as a senior support counterpoint to Europe's top financial institutions using Upvest's 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 Service Level Agreements (SLAs) and identify systemic points for improvement to ensure smooth business-as-usual 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 ad-hoc and structured weekly, monthly and quarterly touchpoints

Requirements

• 6+ years of experience in client-facing roles within investments or banking
• Experience working with large financial institutions and comfort with complexity
• Professional fluency in German and English
• Proficiency in AI tooling is a significant advantage
• Deep familiarity with the financial industry or regulated environments
• Previous experience with or strong interest in software-/infrastructure-as-a-service products (e.g., Banking-as-a-Service)
• A client-first mindset with the ability to solve problems pragmatically and efficiently
• Strong stakeholder management skills
• A proactive approach to mentoring and acting as a sparring partner for leadership

Benefits

• €20,000 per year to spend on AI tools
• 30 days of annual leave
• Sports benefits
• Confidential professional coaching
• Flexibility to work remotely abroad for up to 183 days a year
• UpRest, a one-month fully paid sabbatical after every 4 years of working at Upvest
• Personal development budget
• Flexible work environment across hubs in Berlin, London or Tallinn, hybrid or remote
• Competitive salary and employee equity program participation
• Company-wide events such as UpFest, dinners, offsites and Holiday party
• Employee Resource Groups