Senior Client Experience Manager (German Speaking)
HV Capital is a European venture capital firm that provides capital and support to bold founders across multiple stages and industries. With 26 years of experience, they have backed companies across AI & Enterprise Software, Deep Tech, Resilience & Defence, FinTech, and Consumer sectors.
About HV Capital
HV Capital is a venture capital firm with 26 years of experience investing in European innovation across multiple industries and business cycles. The firm backs founders from early stage through growth, spanning multiple fund generations, with a portfolio that includes companies in AI & Enterprise Software, Deep Tech, Resilience & Defence, FinTech, and Consumer sectors. Notable portfolio companies include NEURA Robotics, Zalando, n8n, Isar Aerospace, Quantum Systems, ARX, and Scalable Capital, with several portfolio companies having reached IPO. HV Capital has approximately €2.89 billion in assets under management and works with founders across multiple disciplines and team perspectives.
Skills
About the Role
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.
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
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
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