Client Success Manager

Client Success Manager

Exempt, Full time Location: NY, WI or remote

Job Summary

The Client Success Manager is tasked with building customer loyalty and fostering a long-term relationship by ensuring customer have a positive experience. They will handle the day-to-day operations in servicing the Company's clients. This includes understanding our PDLC process, pre and post contract fulfillment and guiding our client's requests through that process with proper reporting back to the client. The Client Success Manager will also assist the Relationship/Engagement Manager in various ways to ensure client action items and tasks are completed accurately and on time.

Client Management and Reporting

• Proactively manage day-to-day client health and reporting
• Understand, review, and raise concerns pertaining to billing/invoices
• Perform the client advocate duties during the work intake process.
• Work with the client to properly prioritize client work
• Facilitate and oversight of client change requests
• Deep understanding and management of the PDLC (from estimate to implementation)
• Point of escalation for Project delivery issues
• Work with clients and Customer Service to raise awareness of high impact PR's
• Facilitate and manage client Risk Assessments
• Assist in management and representation of overall VOC
• Gather and enter KPIs per client for the Company's leadership awareness
• Monitor client project reporting and handle or escalate trends or concerns
• Incident management review and follow up with each client
• Initial management of SLA reporting and review
• Capture and distribute client meeting and call logs
• Ability to understand and manage all aspects of the client (client contract and billing model, client products and interfaces (3rd parties), client vendor usage, client strategy and interaction/intersection with the Company.
• Attend client conferences
• Facilitate the SOW process and tracking

Client Interactions

• Pre and post contract fulfillment
• Identify and execute education and training programs
• Facilitate reoccurring client governance and pre and post contract meetings
• Handle client inquiries; contract, invoice, engagement, projects, incidents
• First point of Client Services escalation
• Help prepare client visits (itinerary, agenda, entertainment, etc.)
• Understands status of all clients-initiated work

Minimum Requirements

• Bachelor's degree in business administration or similar degree programs, required
• 2+ years of customer service experience, within the financial services/wealth management industry (or related FinTech company) with at least 1+ year in Cost Basis Processing
• Strong communication and interpersonal skills and the ability to build and maintain relationships

Specific Requirements

• Knowledge and understanding of annual proxy meetings and the voting process
• Experience working with a clearing, broker, or advisory firm dealing with investor communications as it relates to proxy and post-sale fulfillment requirements
• Practical and transferrable knowledge of proxy, post-sale, and account reporting functionality
• Broker dealer experience, knowledge of broker dealers
• Experience with Cost Basis Reporting or Tax Reporting