Client Engagement & Success Manager - Institutional

The Client Engagement & Success Management (CESM) team at Addepar is seeking an Enterprise CESM to manage and advise on the business of some of Addepar's largest and most sophisticated clients. This role involves cultivating long-term relationships with clients, understanding their goals and business requirements, and ensuring the successful adoption and utilization of Addepar's platform. The Enterprise CESM will work closely with cross-functional teams to drive change management, provide strategic oversight, and identify new revenue opportunities. The role also involves being the voice of the client and maintaining a high level of client satisfaction.

• Cultivate long-term relationships with assigned clients, including key business executives, support teams, power users, and end-users
• Develop a deep understanding of each client's goals, business requirements, and industry challenges
• Ensure account retention and provide strategic oversight throughout the client journey
• Develop success plans with clients, including objectives, timelines, and metrics
• Drive adoption and provide education on new features and enhancements
• Discuss opportunities for Addepar services, solutions, and standard methodologies
• Assist in identifying new revenue opportunities and participate in proposals to clients
• Partner with Account Manager to deliver business reviews and align on priorities and product roadmap
• Be the voice of the client to various departments within Addepar
• Maintain a high level of client happiness and reference-ability
• Share client success stories and frameworks
• Develop and maintain technical and business knowledge of industry trends.

• 5+ years of experience in client-facing, client success, or strategy roles working for or with institutional firms
• Proven record of translating business needs into technical utilization of available product solutions
• Strong analytical skills and rigor in processes and operations
• Knowledge of technology trends and industry directions
• Ability to cultivate long-term relationships with clients and key stakeholders
• Deep understanding of client goals, business requirements, and industry challenges
• Experience in driving adoption and providing education on new features and enhancements
• Ability to identify and pursue new revenue opportunities
• Strong communication and relationship-building skills
• Ability to collaborate with cross-functional teams and be the voice of the client
• Ability to diagnose client's business operations and prescribe appropriate solutions and services
• Knowledge of financial services and wealth management industry is preferred

• Scoping of new projects that lead to additional service hours or a service package
• Introducing other Addepar products/partners for cross-selling
• Understanding contractual commitments and opportunities for additional revenue
• Delivering business reviews to align on business priorities, optimization opportunities, and Addepar's product roadmap
• Reviewing product usage and adoption patterns and/or insights
• Being the voice of the client to Product, R&D, Support, Services, Marketing, etc.
• Building strong working relationships with each area to ensure client success and consistency of engagement
• Building and maintaining a high level of client happiness and reference-ability
• Successfully diagnosing a client's business operations and prescribing appropriate solutions and services
• Sharing Addepar client success stories, frameworks, and processes
• Developing/maintaining technical and business knowledge of industry directions and trends
• Translating business needs into technical utilization of available product solutions
• Engaging and having credibility with R&D teams within Addepar and clients up to MD/C-Suite level
• Driving organizational change and adoption efforts
• Building and maintaining strong relationships with senior executives, key influencers, decision-makers, and power users
• Demonstrating successful outcomes or resolutions in handling difficult clients or situations
• Strong verbal and written communication skills
• Strong time management and prioritization skills
• Collaborating effectively within a team environment and cross-functionally across Addepar
• Ability to navigate data and people to find answers
• Independent, adaptable, and thriving in a fast-paced environment
• Openness to travel
• Ability to communicate in Spanish, Portuguese, or other languages is a plus