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About the Role

You will be responsible for supporting customers using Finastra payments systems and customer systems, including functional application support and internal coordination between Finastra Product, Infrastructure, and Development teams. The ideal candidate is passionate about technology, resourceful, and possesses excellent customer-facing skills, with the ability to coordinate, assist, and maintain solid customer relationships.

Responsibilities

Serve as the primary relationship owner for assigned clients, driving strategic alignment and fostering long-term partnerships.
Engage with senior-level stakeholders to understand business goals, communicate value, and secure executive sponsorship.
Lead customer success programs, including onboarding, enablement, and continuous improvement initiatives.
Act as the primary point of escalation for critical issues, ensuring timely resolution and transparent communication.
Deliver structured operating reviews (Weekly Cadence, MORs, QBRs) to monitor performance and drive accountability.
Identify and prioritize service issues, proactively manage risks, and ensure successful resolution.
Drive measurable outcomes, including increased adoption, reduced support cases, improved system performance, and enhanced client satisfaction.
Build and maintain strong operational relationships with clients, focusing on retention, growth, and strategic impact.

Requirements

Minimum of 2 years of experience as a customer advocate or relationship manager.
Excellent communication and customer support skills.
Ability to correspond with senior leadership to successfully solve complex problems.
Exercise 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.

Skills

Customer advocacy
Relationship management
Communication
Customer support
Incident Management
Problem-solving

Work Type

Hybrid working arrangements
Flexible working hours

Experience Level

Minimum of 2 years of experience

Education Level

Bachelor's Degree

Benefits

Unlimited vacation, subject to local regulations and business priorities.
Hybrid working arrangements.
Inclusive policies such as paid time off for voting, bereavement, and sick leave.
Confidential one-to-one support through our Employee Assistance Program.
Network of Wellbeing Champions and Gather Groups.
Monthly events and initiatives designed to help you thrive.
Medical, life and disability insurance.
Retirement plans.
Lifestyle and other benefits.
Paid time off for volunteering.
Donation-matching opportunities.
Involvement in inclusion communities.
Online learning and accredited courses through our Skills & Career Navigator tool.
Global recognition program, Finastra Celebrates.
Regular employee surveys.
Paid holidays.
Pension plan.
Comprehensive health initiatives.

About the Company

Global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry.
Technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.
Team members are the driving force behind everything we do.
Building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey.
Offering a rich ecosystem of learning—from hands-on training and mentorship to leadership development and industry certifications.
Freedom to explore new paths, deepen expertise, and make a mark in a global fintech built for the future.
Career development is a promise with access to cutting-edge tools, a culture of collaboration, and a community that champions success.
Empowering employees to lead, challenge, and create meaningful change.
Offering incredible career opportunities and work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for customers.
Huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of ongoing development opportunities to build and hone skills.
Perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives.
Supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both professional and personal growth.
Grow, innovate, and make a real impact.
Proud of the wide range of incentives and benefits offered globally, reflecting core values: doing well by doing good, putting people first, and open opportunities.
Going beyond statutory requirements to maximise offerings, investing in flexible working policies, personal growth opportunities, and well-being programmes.
Emphasis on sustainability through volunteering time off and donation matching.
Championing inclusion through multiple employee networks and cultural initiatives.
Investing heavily in career and skills development.
Recognition of employees' efforts is integral.
Shaping an inclusive and supportive workplace culture.
Committed to creating a workplace where you feel valued and respected.
Believing this environment drives innovation.
Striving to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem.
This philosophy is at the heart of our culture and the way we work.

Equal Opportunity

At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem.
This philosophy is at the heart of our culture and the way we work.