Client Success Manager

Equity Trust • Westlake, OH

73d

About The Position

The Institutional Client Success Manager (CSM) effectively manages and supports Equity Trust Company's (ETC) high value, Institutional clients. Delivers a next-generation client success experience by blending education (ETC policies, procedures, and online tools/resources) with an exceptional client experience, that demonstrates measurable results and long-term customer value.

Requirements

• 3+ years of Sales or Client/Customer Success experience; Institutional or Enterprise experience preferred.
• Bachelor's degree in business or related field preferred; three (3) years of experience in financial services industry may be considered in lieu of a degree.
• Strong communication skills, comfortable speaking with C-level executives.
• Proven track record of delivering exceedingly high client satisfaction scores.

Responsibilities

• Manage a book of Institutional clients.
• Establish strong relationships with decision-makers and key influencers with top Institutional clients.
• Help clients set performance and processing goals and OBSESS over their success.
• Determine how ETC can help them meet their objectives, and create a plan based upon their goals.
• Assist in managing the lifecycle of your client portfolio, which will be a pipeline of high-impact projects or initiatives.
• Oversee various projects occurring simultaneously across different departments to ensure that your client portfolio is progressing towards their goals.
• Relentlessly troubleshoot client challenges and design creative solutions to obstacles.
• Connect directly with investors as needed.
• Conduct weekly synchs, monthly check-ins, and Institutional Business Reviews (IBRs) with clients to ensure they receive maximum value.
• Assist on reporting the value of Equity Trust products (deepening products) and services (APIs) in weekly synchs, monthly check-ins and quarterly IBRs, as needed to clients.
• Own and tightly track escalations, tickets, cases, bugs, and ongoing projects.
• Uses systems (e.g., CRM) to track ALL client-related activities and deliverables.
• Your Key Performance Indicators (KPIs) will be focused on quality assurance (QA) scores, client satisfaction, client retention, and similar metrics.
• Aid Business Development and Leadership in retaining and increasing the revenue from your book of Institutional clients.
• Travel up to 5% annually to meet with clients (5-10 days annually).
• Provides guidance to Institutional CSM new hires, serving as a peer mentor.
• Participates in external events as needed while adhering to all travel procedures including attendance requirements, dress code, expense reporting, and handling of company property.
• Adapt to changes in the role as business needs change.
• Assists Institutional CSMs with research of escalated client questions or concerns and vets/acts as appropriate.
• Working knowledge of and ability to refer to IRS rules, regulations, and codes.
• Understands transactions and tax codes that result in 1099, 5498, and 990-T forms.
• Perform other duties as assigned.

Benefits

• Equal opportunity employer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees