Job Description
Opportunity for a Client Success Manager
Join our team as a Client Success Manager and play a pivotal role in building customer loyalty and fostering long-term relationships. In this role, you will ensure our clients have a positive experience by handling day-to-day operations and servicing their needs.
Key Responsibilities:
Client Management and Reporting:
- Proactively manage daily client health and reporting
- Review and raise concerns pertaining to billing and invoices
- Perform client advocacy duties during the work intake process
- Collaborate with clients to prioritize their work effectively
- Facilitate and oversee client change requests
- Develop a deep understanding and management of the PDLC (from estimate to implementation)
- Act as a point of escalation for project delivery issues
- Work with clients and Customer Service to raise awareness of high-impact PRs
- Facilitate and manage client Risk Assessments
- Assist in managing and representing the overall Voice of Customer (VOC)
- Gather and enter Key Performance Indicators (KPIs) for leadership awareness
- Monitor client project reporting and handle or escalate trends or concerns
- Manage incident review and follow-up with each client
- Initiate and manage SLA reporting and review
- Capture and distribute client meeting and call logs
- Understand and manage all aspects of the client (contract, billing model, products, interfaces, strategy, and interactions)
- Attend client conferences
- Facilitate the Statement of Work (SOW) process and tracking
Client Interactions:
- Facilitate pre and post-contract fulfillment
- Identify and execute education and training programs
- Facilitate recurring client governance and pre/post-contract meetings
- Handle client inquiries regarding contracts, invoices, engagements, projects, and incidents
- Act as the first point of Client Services escalation
- Help prepare client visits (itinerary, agenda, entertainment, etc.)
- Understand the status of all client-initiated work
Minimum Requirements:
- Bachelor's degree in business administration or a similar field, or equivalent experience
- 5+ years of experience in a client success or relationship management role within financial services
- Strong communication and interpersonal skills, and the ability to build and maintain relationships
- Flexibility and willingness to travel up to 30% for industry events, client meetings, office visits, etc.
Preferred Experience:
- Knowledge and understanding of annual proxy meetings and the voting process
- Experience working with a clearing, broker, or advisory firm dealing with investor communications related to proxy, post-sale fulfillment, client statements, letters, and confirms
- Practical and transferable knowledge of proxy, post-sale, and account reporting functionality
- Broker-dealer experience and knowledge of broker-dealers
- Experience with Cost Basis Reporting or Tax Reporting
If you're passionate about delivering exceptional client experiences and thrive in a fast-paced, dynamic environment, we encourage you to apply for this exciting opportunity.
Employment Type: Full-Time
Salary: $ 80,000.00 120,000.00 Per Year
Job Tags
Full time, Contract work,