Client success manager

Company Profile Note: After applying check your email inbox or spam folder for next steps. The Client Success Manager is tasked with building customer loyalty and fostering a long-term relationship by ensuring customers 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 clientThe 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 ReportingProactively manage day-to-day client health and reportingUnderstand, review, and raise concerns pertaining to billing/invoicesPerform the client advocate duties during the work intake process.Work with the client to properly prioritize client workFacilitate and oversight of client change requestsFacilitate the SOW process and trackingDeep understanding and management of the PDLC (from estimate to implementation)Point of escalation for Project delivery issuesWork with clients and Customer Service to raise awareness of high impact PR’sFacilitate and manage client Risk AssessmentsAssist in management and representation of overall VOCGather and enter KPIs per client for the Company s leadership awarenessMonitor client project reporting and handle or escalate trends or concernsIncident management review and follow up with each clientInitial management of SLA reporting and reviewCapture and distribute client meeting and call logsAbility 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 conferencesClient InteractionsPre and post contract fulfillmentIdentify and execute education and training programsFacilitate reoccurring client governance and pre and post contract meetingsHandle client inquiries; contract, invoice, engagement, projects, incidentsFirst point of Client Services escalationHelp prepare client visits (itinerary, agenda, entertainment, etc.)Understands status of all clients-initiated workRequirementsBachelor’s degree in business administration or similar degree program5+ years of client success/relationship management experience, with at least 1+ year in Cost Basis ProcessingStrong communication and interpersonal skills and the ability to build and maintain relationshipsKnowledge and understanding of annual proxy meetings and the voting processKnowledge of cost basis and tax reporting/processingExperience working with a clearing, broker, or advisory firm dealing with investor communications as it relates to proxy and post-sale fulfillment requirementsPractical and transferrable knowledge of proxy, post-sale, and account reporting functionality Powered by Webbtree