Manager, Client Experience (Hybrid - Flexible Options)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

Reporting to the Head of Client Experience for the BCIS business, the lead client service executive will drive a deep and lasting collaboration with the Sales leader/teams in their assigned region. This role requires a dedication to the Issuer four pillars of success* and a client service mindset driven to delight our clients. Supporting the Moonshot philosophy that created this role, the role will ensure a superior end to end customer experience that will meet our goal of Delighting Our Clients. Through collaboration with Sales and Client Success Managers, this role will continue to lead as a Change Agent for the Issuer leadership team and be responsible for a continuous improvement approach to growth of all Products in the Issuer business.

We are made up of high performing teams that meet in person to learn and collaborate as needed. This role is considered hybrid, which means you'll be assigned to a Broadridge officeandgiven the flexibility to work remote.

Job Responsibilities

Build strong relationship with the sales team and clients as well as:

Be the front-line client service expert in the region so that sales team members will experience you as their "go to" person for any prospect and client concerns

Build trust and respect among your geographic team becoming a reliable partner for client interactions

Know all prospects on sales team list, ensuring that all clients feel as if they are the priority

Establish relationships directly with assigned clients

Proactively understand the requirements and needs of the client

Be a driver of the client services approach in the sales strategy for your region

Know all Issuer products in depth; be the product expert for any future acquisition products we integrate

Build a path with your Peers in other geographic regions in order to create the Issuer collaboration model for the leadership team

Increase the lifetime value and profitability of clients because your service reputation will drive additional referrals and revenue

Develop the customer journey that will deliver best practices to be shared among all four regional leaders, including:

Represent the voice of the client

Lead and manage the team of Client Success Managers, in your region, ensuring that we will delight clients

Determine key metrics and ways to quantify impact on customer experience

Interact at senior management level by managing the customer escalation process and advocating for solutions

Build dashboards to share with the entire Issuer business on client services results and survey results (Net Promoter Score)

Partner with other key stakeholders in Product Development so that our client strategy aligns with future growth Exemplify collaboration skills and be a shining star for the four pillars of the Issuer Culture*.

Preferred Qualifications:

• Bachelor's degree or equivalent experience preferred
• Minimum of 4 years in a related Client Servicing management role
• Prior experience positioning and delivering services across multiple verticals and market segments
• Strong communicator and high achieving attitude
• Ability to travel 70% of the time

Skills/Competencies:

• Exceptional skills in Rules of the Road for Collaboration
• Competent at addressing and overcoming client issues
• Ability to solve problems as they arise
• Excellent verbal and written communication skills
• Ability to prepare clear and concise client-ready communications

• Experience with Salesforce

*The four Pillars of the Issuer Business: We believe our culture is every Associate's responsibility and define it as the simultaneous attention of the service profit chain (the internal Associate, the external Client and our Issuer bottom line) AND to our culture.

Disability Assistance

We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, or military or veteran status and other protected characteristics protected by applicable federal, state, or local laws.US applicants: Click here to view the "EEO is the Law" poster. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation in the event you are unable or limited in your ability to use or access the Company's career webpage because of your disability. You may request a reasonable accommodation(s) by calling 888-237-7769 or by sending an email to [email protected].