Client Experience Manager

Reports to: Director of Client Experience

FLSA Status: Exempt

About Us:

Aeropay is a financial technology company modernizing money movement with pay by bank solutions. Headquartered in Chicago and backed by leading investors, Aeropay enables businesses to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails. Powering online checkouts, in-store transactions and embedded payments, Aeropay’s flexible APIs and integrations are built on a secure and scalable infrastructure with compliance at the core. In industries where risk mitigation and user experience matter most, our platform gives our partners a faster, safer and more intuitive way to pay.

Aeropay is redefining what it means to pay—and get paid—by bank.

Position Overview:

The Client Experience Manager is responsible for overseeing and driving a best-in-class journey for Aeropay’s customers. This role involves building and maintaining strong client relationships, understanding their unique business needs and coordinating with internal teams to meet and exceed customer objectives. The Client Experience Manager is a key player in driving client retention and facilitating Aeropay’s growth as a category leader in the payments space.

Key Responsibilities:

• Build and maintain positive and enduring relationships with Aeropay clients
• Collaborate strategically with clients to understand their business challenges and objectives
• Provide effective guidance on utilizing Aeropay's products and services
• Oversee the full-cycle onboarding process for new clients
• Monitor and analyze client engagement and satisfaction
• Address and resolve client inquiries and issues in a timely and professional manner
• Collaborate with cross-functional teams to ensure client success
• Regularly document client success processes and procedures
• Stay informed on industry trends and best practices
• Participate in strategic planning to ensure client engagement and retention
• Perform other related duties as assigned, including occasional travel as necessary

Qualifications:

• 3+ years of experience in client services, account management or a related field within a FinTech and/or payments environment
• Proven ability to understand and effectively communicate technical information to technical and non-technical audiences alike
• Excellent verbal and written communication abilities
• Strong interpersonal and relationship-building skills
• Excellent organizational skills with a keen eye for detail
• Proficient in industry-standard client management tech stacks and project management modalities

Compensation & Benefits:

• Salary Range: $90 - $100K base salary
• Benefits Offered:
  • Medical, Dental & Vision Coverage
  • Flexible PTO
  • 401(k) Employer Match
  • Maternity/Paternity Leave

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

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