Customer Success Manager, Field Solutions

UBS-posted 6 months ago
$157,000 - $205,000/Yr
Full-time • Mid Level
New York, NY
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
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Are you passionate about enhancing customer engagement and driving product adoption in the field? Do you have experience in managing customer relationships and providing exceptional support, in a Wealth Management environment? We're seeking a Customer Success Manager to join our STAAT Field Solutions team and help us deliver outstanding service to our financial advisors.

  • Collaborate with Digital Specialists & Marketing team to guide financial advisors through the onboarding process for new applications, provide training sessions, create user guides, and offer ongoing support.
  • Educate gatekeepers such as digital specialists, field leaders, and STAAT Academy to deepen product penetration.
  • Regularly check in with advisors to understand their needs and goals, identifying opportunities for improvement.
  • Act as the main point of contact for any issues or questions about the STAAT team applications, ensuring advisors feel supported and confident.
  • Resolve issues quickly by coordinating with other departments, such as IT and product development.
  • Collect and analyze feedback from advisors to identify areas for improvement and with the product development team.
  • Encourage and track the adoption and usage of internal applications, monitoring key performance indicators (KPIs).
  • Collaborate with Product Managers and Analytics teams to define adoption metrics.
  • Act as an advocate for advisors within the company, promoting success stories and best practices.
  • Work closely with Product Managers to ensure continuous improvement based on feedback.
  • Represent STAAT in regional and branch events to promote the STAAT product portfolio.
  • Own the field CRM tool, tracking interactions and engagement with advisors.
  • Work with UX teams to define user personas and better understand and cater to the needs of advisors.
  • Bachelor's degree in finance, Business, or a related field; advanced degree preferred.
  • 10 years of work experience with 4+ years in customer success, relationship management, or a related role within the financial services industry.
  • Strong understanding of wealth management and the needs of financial advisors.
  • Exceptional communication and interpersonal skills, able to build strong relationships with internal users.
  • Proven ability to drive product adoption and engagement.
  • Experience in gathering and analyzing feedback to inform product improvements.
  • Strong problem-solving skills and the ability to resolve issues efficiently.
  • Ability to work collaboratively with cross-functional teams.
  • Familiarity with CRM tools and metrics monitoring.
  • Flexible working options when possible.
  • Opportunities to grow.
  • Supportive team environment.
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