Senior Customer Support Specialist - PayPlus

About Finastra Finastra is a global leader in financial services software dedicated to expanding access to financial services and shaping the industry’s future. Role Overview Reporting to the PAS Lead, the Senior Technical Support – PayPlus will support customers using Finastra payment systems and their own customer systems. The role includes functional application support and internal coordination with product, infrastructure, and development teams. You will collaborate with support engineers, infrastructure, product, and development teams to effectively support customers on their payments platform and act as the primary point of contact for client escalations. Responsibilities & Deliverables Client Management: Develop and manage key operational relationships with clients; support client onboarding; manage day‑to‑day interactions while prioritizing key service issues and delivering operating reviews (MOR/QBRs). Account Management: Coordinate execution of contract‑management processes for renewals, extensions, changes, revisions, amendments, and obligations review. New Business & Pricing: Manage intake of new service requests and pricing changes, and shape the client roadmap for established opportunities. Rationalization: Deliver strategy for assigned Managed Service Programs to eliminate legacy solutions that are not aligned to core products/services. Service Delivery: Manage a client interaction model that facilitates a best‑in‑class experience, liaising between the client and partner groups (Product Management, Technology, Shared Services, Operations). Risk Management: Identify risks through client journey mapping and service gap analysis and provide input for the line‑of‑business risk register. Required Experience Experience with Microsoft Office, Salesforce, and JIRA. University or college degree and/or equivalent experience. Progressive experience in a client‑relationship capacity. Experience within the financial industry working with high‑profile clients. Project‑management experience to support the successful execution of the client‑experience roadmap and the delivery of related projects. Location Requirements Applicants must be located in the posted location or its immediate surrounding areas. Residents of New York City or California will not be considered. Benefits Flexibility: Unlimited vacation, hybrid working arrangements, and inclusive policies for voting, bereavement, and sick leave. Well‑being: Confidential therapy through the Employee Assistance Program, wellbeing champions, and monthly events to support thriving inside and outside of work. Health & Retirement: Medical, life & disability insurance, a retirement plan, and additional lifestyle benefits. Sustainability: Paid time off for volunteering and donation matching. Diversity & Inclusion: Participation in multiple DEI groups. Career Development: Online learning and accredited courses through the Skills & Career Navigator tool. Recognition: Inclusion in Finastra Celebrates and regular employee surveys to shape the workplace culture. #J-18808-Ljbffr USM Finastra USA Corporation