At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our 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.
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 have 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 will be 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.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:
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.
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.
Be unique. Be exceptional. Help us make a difference at Finastra.
