Client Success Manager

Abrigo•Raleigh, NC

1d•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. 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. Your goal will be to maximize client retention, expansion, and advocacy, ultimately driving revenue growth for the company. You will report to the Manager, Client Success and work closely with members of various departments within Abrigo to ultimately make sure that customers receive the most return on investment from their licensed solutions. This position will be based in Raleigh, NC, Austin, TX, or remotely.

Requirements

2+ years of experience in banking, finance, or technical product manager role preferred but not required.
BA/BS degree or equivalent and 5+ years client service experience.
Proven ability to manage multiple projects at the same time while also paying close attention to details.
Proven experience in a client-facing role, preferably in the fintech industry.
Excellent interpersonal and communication skills, both verbal and written.
Demonstrated ability of improving retention within client base.
Occasional travel required for team events to support engagement, relationship building, and key decision making

Responsibilities

Own the entire customer experience for a portfolio of accounts establishing great relationships as a trusted/strategic advisor to deliver customer success & satisfaction.
Collaborate with internal teams, including Sales, Product, and Support, to ensure seamless delivery of solutions to clients.
Develop a deep understanding of our clients' business objectives, challenges, and pain points.
Ensure clients receive derived value and optimal use from solutions purchased by carrying forward Client Success proactive communication mission, conduct regular business reviews and source client trainings to consulting resources from communication efforts.
Drive client engagement by promoting Abrigo's educational events and resources.
Proactively engage with clients to understand their evolving needs and identify opportunities for upselling or cross selling our products and services.
Solve account level, as well as basic technical level issues related to our software and clients end systems
Programmatically manage account escalations, past-due invoices, contracts and service agreements
Detect, report, forecast, and mitigate client risk to identify and develop account planning to assist sales in enabling account growth
Stay current on industry and suite of services and products to meet account needs