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Customer Success Specialist
Full-time
Monex specialises in FX risk management and international payments. The Customer Success Department ensures a seamless client journey from onboarding through long-term relationship management, embedding operational efficiencies through automation, scripted interactions, and CRM-driven workflows.
Client onboarding & engagement
Act as the primary point of contact for new clients, providing structured, phone-based guidance and support.
Proactively identify and resolve onboarding bottlenecks, ensuring documentation and compliance checks are completed efficiently.
Liaise with Compliance to facilitate KYC and due diligence without excessive manual intervention.
Relationship management & client success
Establish and maintain strong client relationships, acting as a trusted advisor.
Monitor client engagement and satisfaction, escalating concerns where necessary.
Conduct regular check-ins post-onboarding to ensure clients are fully integrated.
Operational efficiency
Support automation initiatives, including data transfers, CRM enhancements, and ticketing system improvements.
Document and standardize best practices for a repeatable onboarding model.
What you'll bring
Experience in client onboarding or customer engagement within a regulated industry, strong familiarity with CRM systems, ticket management tools, and automated client engagement workflows, and an understanding of KYC and due diligence processes.
