Sr Client Success Mgr- Capital Markets

Cotality•Dallas, TX

2d•Hybrid

About The Position

The Sr. Client Success Manager develops customer relationships that promote retention and loyalty, works with assigned customers to address dissatisfaction, and advocates for customers by conveying their feedback to the company. The role may provide technical support and proactively identify account issues, resolve problems quickly, and communicate with relevant parties. The position is responsible for retaining revenue from assigned accounts through detailed knowledge of clients’ business models, technology platforms, products and services, contractual agreements, fee structures, key contacts, and volume and revenue statistics. Related activities include implementation, billing confirmation, communicating training activities, and overseeing the overall client experience. The role negotiates renewal contracts and client conversion or migration strategies, ensures compliance issues are met and disclosed, and manages client integrations, conversions to new solutions, and client projects. Within the Capital Markets segment, the manager serves as the main point of contact for complaints and issue resolution, liaises with clients day to day, and provides feedback to operations about service expectations. The role also develops smaller existing and new client accounts, attends weekly account management meetings to review accounts and projects, and supports customer service teams with escalations. This position follows a hybrid model, with one day per week in the office and the remaining time available remotely.

Requirements

6+ years of related experience in client success, account management, and/or sales is preferred.
Ability to work independently and exercise good judgment.
Proven success working in a matrix environment.
Strong influencing skills and executive presence.
Strong verbal and written communication skills and exceptional phone demeanor.
Ability to focus on goals and develop a work plan that produces desired results.
Detail-oriented with the ability to multitask.
Results-driven and persistent.
Excellent customer service and relationship-building skills.
Proficiency in Microsoft Office, including Excel.
Proficiency in Salesforce.
Organizational and project management skills.
Ability to thrive in a fast-paced environment.

Nice To Haves

Capital Markets industry experience, particularly in software or service sales.

Responsibilities

Develop customer relationships that promote retention and loyalty and address areas of dissatisfaction.
Advocate for customers and provide the company with the voice of the customer.
Provide technical support to customers when needed to help maintain satisfaction.
Identify potential account issues proactively, seek quick resolutions, solve problems, and communicate with relevant parties.
Retain revenue from assigned accounts through knowledge of clients’ business models, technology platforms, products and services, contracts, fee structures, contacts, and volume and revenue statistics.
Oversee implementation, billing confirmation, communication of training activities, and the overall client experience.
Negotiate renewal contracts and client conversion or migration strategies.
Ensure compliance issues are met and disclosed to clients.
Manage client integrations, conversions to new platforms or products, and client projects.
Engage product experts and navigate business lines to provide high-level client service.
Manage customer relationships in the Capital Markets segment and act as the main point of contact for complaints and issue resolution.
Liaise with clients day to day and provide feedback to operations to ensure service expectations are met.
Develop smaller existing and new client accounts.
Attend weekly account management meetings to review client accounts and ongoing projects.
Support customer service teams with escalated issues.

Benefits

Generous paid time off and 11 paid holidays, plus well-being and volunteer time off.
Up to 16 weeks of fully paid parental leave and a baby stipend.
Multiple medical plan options with mental health and wellness support offerings.
401(k) with company match and vesting after one year.
$400 annual well-being stipend.
Tuition assistance up to $5,250.
Recognition rewards, referral bonuses, and exclusive discounts.
Competitive compensation, commissions, and benefits.
Career path for continued professional growth.
Access to a self-development portal.