Sr Client Success Mgr- Capital Markets
About The Position
The Sr. Client Success Manager develops customer relationships that promote retention and loyalty, working closely with assigned customers to ensure satisfaction and address areas of dissatisfaction. The role advocates for customers, shares their feedback with the company, and may provide technical support to help maintain customer satisfaction. The position is responsible for retaining revenue from assigned Capital Markets accounts through detailed knowledge of clients’ business models, technology platforms, products and services, contracts, fee structures, key contacts, and volume and revenue statistics. It proactively identifies account issues and coordinates timely resolution, including communication with relevant parties. The role also negotiates renewal contracts and client conversion or migration strategies, ensures compliance issues are met and disclosed, and manages integrations, conversions to new solutions, and client projects. The manager serves as the primary contact for customer complaints and issue resolution, liaises with clients and internal operations, develops smaller existing and new client accounts, and helps customer service teams escalate issues. The role works with product experts and other business lines to provide high-level service and attends weekly account management meetings to review accounts and projects. The position follows a hybrid working model, with one day per week in the office and the remainder remote.
Requirements
- 6 or more years of related experience in client success, account management, and/or sales preferred.
- Ability to work independently and exercise good judgment.
- Proven success working in a matrix environment, with 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.
- Act as a customer advocate and convey the voice of the customer to the company; provide technical support when needed.
- Proactively identify potential account issues and coordinate prompt resolution and communication with all relevant parties.
- Retain revenue from assigned accounts through detailed knowledge of client businesses, technology platforms, products, services, agreements, fees, contacts, and volume and revenue statistics.
- Support implementations, confirmed billing, 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 as the main contact for complaints and issue resolution.
- Liaise with clients day to day and provide feedback to operations about service expectations.
- Develop smaller existing client accounts and new business.
- Attend weekly account management meetings to review client accounts and ongoing projects.
- Escalate issues for customer service teams when needed.
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 and opportunities for professional growth.
- Access to a self-development portal.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
