Client Success Manager

Abrigo•Raleigh, NC

19d•Remote

About The Position

We provide technology that community financial institutions use to manage risk and drive growth. Our solutions automate key processes – from anti-money laundering to fraud detection to CECL readiness to lending workflows – empowering our customers by addressing their Enterprise Risk Management needs. We are seeking a highly motivated and customer-centric individual to join our team as a Client Success Manager. As a Client Success Manager, you will be responsible for building and maintaining strong relationships with our clients to drive their success and satisfaction with our products and services. You will be the primary point of contact for our clients, ensuring their needs are met and their expectations are exceeded. Your goal will be to maximize client retention, expansion, and advocacy, ultimately driving revenue growth for the company. This position offers the flexibility of working remotely or from our offices in Raleigh, NC or Austin, TX.

Requirements

Ideal candidate will have 2+ years of experience in banking, finance, or a technical product manager role, managing enterprise level clients.
Bachelor's degree or 5+ years client service experience in banking and/or technical services environment.
Proven experience in a client-facing role, preferably in the fintech industry.
Strong knowledge of financial services and products, with an ability to understand complex concepts and explain them in simple terms to clients.
Excellent interpersonal and communication skills, both verbal and written.
Exceptional problem-solving and negotiation skills, with an ability to navigate challenging situations and resolve conflicts.
Strong analytical and data-driven mindset, with proficiency in using CRM and data analysis tools.
Proactive and results-oriented, with a track record of meeting or exceeding targets.
Ability to multitask and manage multiple client relationships simultaneously.
Ability to travel as needed (up to 25%)

Responsibilities

Develop a deep understanding of our clients' business objectives, challenges, and pain points.
Serve as the primary point of contact for assigned clients, maintaining regular communication, and providing timely responses to inquiries and requests.
Proactively engage with clients to understand their evolving needs and identify opportunities for upselling or cross-selling our products and services.
Collaborate with internal teams, including Sales, Product, and Support, to ensure seamless delivery of solutions to clients.
Onboard new clients, ensuring a smooth and successful implementation process.
Conduct regular success reviews with clients to track their progress, address any concerns, and identify areas for improvement.
Provide training and support to clients, helping them maximize the value they derive from our products and services.
Monitor client usage and engagement metrics, analyzing data to identify trends and patterns, and proactively addressing any potential issues.
Serve as a client advocate within the company, providing feedback and insights to influence product development and enhancements.
Stay up-to-date with industry trends and developments to anticipate client needs and provide strategic guidance.
Identify referral opportunities and expand client reference base.