• Conduct quality checks on senior fraud investigators to drive performance and identify coaching opportunities. • Handle feedback from L20 Investigators and work alongside EU Senior manager & EU Operations analysts to improve process/guidance. • Manage personal & professional development of a team of senior investigators. • Foster a positive, supportive, and high performance culture in the team with high levels of engagement. • Chair employee relations cases and make decisions consistent with Monzo’s values. • Work with Senior Manager on building EU team from scratch and how to scale the team for future growth.

Role Description The Customer Success Manager will be responsible for driving product adoption and supporting customer retention and growth across a portfolio of mid-market clients. Working in close partnership with Account Managers, this role focuses on enabling customers to achieve their business objectives through effective use of the Helpshift platform, delivering measurable outcomes through a data-driven and strategic approach. As part of a global organization, the role requires strong cross-functional collaboration across diverse teams and cultures. The ideal candidate brings demonstrated experience supporting mid-size global gaming companies, combining strong business acumen, critical thinking, and a data-informed mindset to deliver consistent value for both customers and Keywords. Key Responsibilities: - Leadership: - Collaborate directly with the Account Manager (AM) to manage a portfolio of customers and partner on value creation, with the joint goal of driving successful customer renewal and account growth. - Be the Helpshift product expert from the business user perspective, becoming a trusted, strategic advisor for your customers. - Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed. - Communication: - Work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals and demonstrating the value of Helpshift to their organization. - Jointly with your AMs, create and present quarterly business review to your customers. - Communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK configurations, Key features and internal Dashboard administration. - Analytics: - Execute 1:many success programs to impact target customers facilitated by data and maturity of their product usage. - Use a combination of data and anecdotes to help work through ambiguity and deliver results that benefit both customers and Keywords. - Prepare post-meeting reports after quarterly business reviews with clear action items forming customer roadmap for the coming quarters. - Business: - Support the AM's commercial objectives by serving as the customer’s advocate throughout the duration of the contract lifecycle, from successful completion of the onboarding process to the identification and development of upsell opportunities. - Manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary. Qualifications - 3+ years of experience supporting Game Industry customers. - Experience managing 30–40 SMB and mid-market customers simultaneously. - Strong team player with high EQ and a customer-obsessed mindset. - Strong critical thinking, problem-solving, and project management skills. - Commercial awareness and business creativity, with a process-driven and execution-oriented approach. - Data-driven mindset with high attention to detail and ability to act as a trusted advisor for customers. - Ability to work through ambiguity and adapt quickly in a fast-paced, growing, and deadline-driven environment. - Excellent written and verbal communication skills. - Self-motivated and able to operate effectively in a remote environment. - Willingness to travel as required. Benefits - Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. - We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. Company Description Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

Title: Post-Award Grant Manager Location: Seattle United States Job Description: Full time job requisition id REQ-0000134038 Job Description The School of Nursing has an outstanding opportunity for Post-Award Grant Manager to join their team. About this Opportunity Reporting to Grant Administration Manager the Post-Award Manager is responsible for independently managing the full lifecycle of post-award activities for a diverse portfolio of Principal Investigators (PIs). This position provides both financial and administrative oversight of sponsored research awards and plays a key role in ensuring compliance, reporting accuracy, and strategic financial stewardship. Key Responsibilities Post-Award Management (40%) - Independently manage a portfolio of grants, contracts, and sub-awards, including moderate-to-complex awards. - Oversee award set-up, modifications, and closeout processes in coordination with central offices. - Develop, implement, and monitor detailed award budgets and financial plans aligned with sponsor and UW policies. - Ensure compliance with federal, state, sponsor, and University regulations, proactively identifying and resolving issues. - Coordinate administrative activities for research subawards with domestic academic institutions, including facilitating subaward setup in UW systems, supporting timely invoicing, and monitoring subrecipient performance through invoice review, spend analysis, and compliance oversight. - Serve as a subject matter resource on post-award policies, interpreting guidelines and advising PIs and staff. - Escalate high-risk or complex issues to leadership while proposing solutions and mitigation strategies. - Lead or support process improvement initiatives to enhance efficiency and compliance across ONRI. Sponsor and Internal Reporting (30%) - Prepare and present accurate, timely financial reports, projections, and analyses for PIs and leadership, including participation in the monthly Grant Budget Status meeting to review budget performance, spending projections, and compliance with award requirements. - Independently manage sponsor financial reporting and coordinate submission of required deliverables. - Partner with PIs to develop spending plans, reconcile budgets, and manage funds proactively. - Monitor reporting deadlines and ensure timely completion of progress reports, final reports, and all closeout requirements, including preparing and distributing 6-month, 3-month, and 1-month close-out notices. - Provide advanced financial forecasting to support strategic decision-making. - Assist departments, as needed, as they complete faculty effort certification and compliance reporting requirements. Administrative and Financial Operations (30%) - Review, approve, and reconcile grant-related expenditures in Workday in collaboration with School of Nursing (SoN) Finance shared services team, ensuring costs are allowable, allocable, and reasonable. - Assist Department Administrators, as needed, in managing complex payroll costing allocations and adjustments in alignment with award requirements. - Assist with review and approval of accounting adjustments, ensuring appropriate justification and documentation. - Advise PIs and research teams on compliance, internal controls, and best practices. - Lead onboarding and training for faculty and staff on post-award procedures and systems. - Participate in ONRI, School, and University research administration meetings and training sessions. - Contribute to development and refinement of internal policies, tools, and training resources. Minimum Qualifications - Bachelor’s degree in business administration, finance, public administration, or related field. - Two or more years of progressively responsible experience in research administration, grant management, or financial management. - Equivalent education/experience may substitute except where required by law. Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Manager. Additional Qualifications - Experience managing post-award activities in an academic or healthcare research environment. - Demonstrated knowledge of federal regulations (e.g., Uniform Guidance), UW policies, and sponsor requirements. - Strong financial analysis, forecasting, and reconciliation skills. - Experience with Workday, UW systems, or similar enterprise financial systems. Preferred Qualifications - Excellent written and verbal communication skills. - Ability to work independently and exercise sound judgment in complex situations. - Strong organizational and time management skills with the ability to prioritize competing deadlines. - High level of accuracy, attention to detail, and accountability. - Commitment to continuous process improvement and customer service excellence. - Ability to build collaborative partnerships with faculty, staff, and central offices. Working Conditions - The Post-Award Grant Manager partners closely with faculty, ONRI colleagues, UW central offices (e.g., GCA, OSP), and sponsor agencies to support high-quality research operations. - This position requires significant independent judgment, advanced problem-solving skills, and the ability to manage complex portfolios with precision and professionalism. Hybrid (telework 3 days or more per week) Compensation, Benefits and Position Details Pay Range Minimum: $75,204.00 annual Pay Range Maximum: $84,000.00 annual Other Compensation: - Benefits: For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/ Shift: First Shift (United States of America) Temporary or Regular? This is a regular position FTE (Full-Time Equivalent): 100.00% Union/Bargaining Unit: Not Applicable About the UW Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world. UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. Our Commitment The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81. Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

Role Description As a Mid-Market/Enterprise Customer Success Manager, you will act as a trusted advisor and advocate for our customers, taking full ownership of the entire customer lifecycle from initial onboarding to an established, long-term partnership. In this role, you will bring deep expertise in lifecycle management, with a sharp focus on driving customer retention, mitigating churn, and executing structured business reviews and success plans. - Proven track record of managing complex implementation projects for a medium-sized book of clients. - Ability to understand diverse client needs, identify growth opportunities, and deliver targeted solutions. - Exceptional, well-structured English communication skills for navigating, presenting, and building relationships with stakeholders. Qualifications - Extensive and proven experience as a Customer Success Manager. - Fluent written and spoken English. - Well-structured communication skills in speaking and writing. Requirements - Adaptive Portfolio Re-prioritization: Stays on top of a defined book of business despite high volume and constant change. - Rigorous Account Autonomy: Owns day-to-day customer outcomes end-to-end. - Structured Stakeholder Collaboration: Delivers responsive, clear, and timely communication to customers and internal partners. - Proactive Risk Mitigation: Identifies early churn signals and executes standard playbook mitigations. - Reliable Customer Care & Empathy: Builds deep customer trust through exceptional reliability and dedicated care. - AI-Driven Operational Efficiency: Leverages approved AI and automation tools to increase daily throughput and communication quality. - Account Leadership & Peer Contribution: Leads assigned accounts with a strong sense of personal ownership. - Commercial Growth Identification: Drives commercial impact by identifying expansion and cross-sell opportunities. Benefits - Work from anywhere. - Flexible paid time off. - Flexible working hours (async). - 16 weeks paid parental leave. - Mental health support services. - Stock options. - Learning budget. - Home office budget & IT equipment. - Budget for local in-person social events or co-working spaces.