Vice President, Client Service Management
About The Position
We’re seeking a future team member for the role of Vice President, Client Service Management (Account Manager) to join our Managed Account Solutions platform. This role is located in Berwyn, PA. As a Vice President, Client Service Management (Account Manager), you serve as a strategic point of contact for assigned clients leveraging Archer product and services. In this role, you will help address client needs and develop and execute strategies that deliver an exceptional client experience across Managed Account Solutions. You will be responsible for establishing and maintaining trusted, consultative business partnerships with client executive counterparts. Day-to-day responsibilities include responding to client inquiries, driving service delivery solutions, identifying risks, championing retention efforts, and supporting the expansion of the overall business footprint. Internally, you will influence stakeholders, resolve complex issues, and manage escalations across your Client Service Diamond. A successful candidate will successfully manage an enterprise-level, complex client portfolio while maintaining strong business acumen and representing both BNY and its clients with integrity, while promoting established best practices that drive strong outcomes for both.
Requirements
- Bachelor’s degree in Finance, Business Administration, Accounting, or a related field, or the equivalent combination of education and experience.
- 7 or more years of relevant experience in client relationship/account management, client service, or a similar externally facing role required; broader industry experience strongly preferred.
- Experience managing complex client issues and coordinating resolution across cross-functional teams.
- Proven ability to build and maintain long-term client partnerships and partner with senior stakeholders; C-suite relationship exposure is a plus.
- Experience supporting strategic initiatives, projects of varying scale, service reviews, and continuous improvement efforts.
- Strong client relationship management and account management capabilities.
- Excellent problem-solving and issue-resolution skills.
- Strong verbal and written communication skills.
- Ability to influence stakeholders and coordinate across multifunctional teams.
- Strong organizational skills and follow-through with ability to prioritize multiple tasks and manage time effectively.
- Commercial awareness and strategic thinking.
- Ability to work both collaboratively and independently with minimal oversight.
- Expected travel is approximately 10% to 20%.
Nice To Haves
- Experience with SMAs, managed accounts, separately managed accounts, or asset management is preferred.
- C-suite relationship exposure is a plus.
Responsibilities
- Serve as the primary contact for assigned clients, delivering a high-quality client experience and overseeing day-to-day relationship management.
- Build and maintain strong client relationships, acting as a trusted advisor and advocate for client needs.
- Manage complex client issues and escalations, partnering with internal teams to drive timely and effective resolution.
- Develop and execute client service strategies that align with client goals and BNY’s commercial strategy to support retention, satisfaction, and growth.
- Lead client meetings, service reviews, and ongoing communications to provide updates on priorities, initiatives, and platform enhancements.
- Own and coordinate client initiatives across internal and external stakeholders to ensure successful delivery and alignment on key commitments.
- Develop a strong understanding of each client’s business to identify opportunities for improved service, adoption, and strategic growth; includes managing client master agreements and service inventories; supporting alignment on service levels, deliverables, and best practices.
- Partner across teams to identify trends and implement improvements that proactively enhance the client experience and strengthen service delivery.
- Support the development of client-facing materials, including performance reporting, service documentation, and other relationship management deliverables.
- Contribute to a collaborative team environment by sharing knowledge, supporting colleagues, and representing the organization in client and industry settings as needed.
- Help evolve the client service model, including service commitments, governance routines, and SLA enhancements.
Benefits
- Highly competitive compensation
- Benefits and wellbeing programs
- Access to flexible global resources and tools
- Generous paid leaves, including paid volunteer time
- 401(k) plan
- Company-sponsored medical, dental, vision, and basic life insurance plans
- Various paid time off benefits, such as vacation and sick time
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What This Job Offers
Job Type
Full-time
Career Level
Executive
