Client Success Manager

$130,000 - $175,000/Yr

Investcloud - Tampa, FL

Full-time - Mid Level

Tampa, FL

501-1,000 employees

Publishing Industries

About the position

The Client Success Manager is a pivotal role within InvestCloud, responsible for nurturing and maintaining deep customer relationships to drive account revenue retention and growth. This position requires a collaborative approach, working closely with internal partners to deliver exceptional service and valuable solutions tailored to client needs. The Client Success Manager will manage a defined book of business, segmented by customer type within a specific geography, and will be accountable for the commercial close of all deals as well as the retention of existing business. This role also involves identifying larger solution opportunities and facilitating introductions to Sales and Customer Success Managers. A successful Client Success Manager excels in making clients happy by ensuring relationship governance that fosters personal connections. This includes regular engagement with business sponsors, maintaining a relationship powermap, and adapting to changes in sponsorship by building new relationships. The role emphasizes the importance of driving executive governance, ensuring alignment between InvestCloud and the client, and addressing any issues that may arise in a timely manner. The Client Success Manager is expected to build long-term trusted advisor relationships at the C-Suite and E-Suite levels, driving operational and service excellence by aligning with the client's business objectives and managing the closure of open issues. In addition to managing renewals and account receivables, the Client Success Manager will monitor platform usage and take proactive steps to drive growth. This includes maintaining a solid understanding of InvestCloud's offerings to initiate conversations that expand the company's footprint within client accounts. The role also involves developing and executing account plans, identifying upsell opportunities, and collaborating with Sales to enhance client relationships and product offerings.

Responsibilities

• Maintain deep customer relationships to drive account revenue retention and growth.
• Collaborate with internal partners to deliver exceptional service and valuable solutions.
• Manage a defined book of business aligned by customer segment within a geography.
• Accountable for the commercial close of all deals and retention of existing business.
• Open larger solution opportunities and introduce Sales and Customer Success Managers.
• Connect with business sponsors on a weekly basis during delivery and monthly otherwise.
• Maintain relationship powermap and build relationships with new sponsors as needed.
• Drive alignment between InvestCloud and the client's personal wins.
• Enforce executive governance on a monthly basis to ensure alignment and resolution of issues.
• Schedule preparation meetings and ensure the right stakeholders are present.
• Build long-term trusted advisor relationships at C-Suite and E-Suite levels.
• Drive collection of NPS and ensure alignment to business objectives.
• Manage closure of open issues and escalate outstanding issues effectively.
• Ensure SLA's are met and escalate when breached.
• Conduct weekly ticket reviews and work with the platform success team for resolution.
• Manage the renewal process, including negotiations and legal interactions.
• Ensure account receivables are current to drive optimal cash flow.
• Monitor platform usage and take action to drive and grow usage.
• Develop, maintain, and execute on account plans.
• Identify upsell opportunities and collaborate with Sales to drive growth.

Requirements

• BA/BS degree required; MBA is a plus.
• 10+ years of financial services experience, preferably in Wealth & Asset Management.
• Proven account management experience in a customer-facing environment.
• Strong understanding of customers and their business models and workflows.
• Demonstrated selling skills, including consultative selling.
• Strategic thinker with strong negotiation skills.
• Experience using analysis, reporting, modeling, and forecasting for business decisions.

Nice-to-haves

• Experience in digital transformations for financial services.
• Familiarity with cloud-based financial solutions.
• Ability to work in a fast-paced, dynamic environment.

Benefits

• Competitive salary range of $130,000 - $175,000 based on experience and location.
• Equal opportunity employer with a commitment to diversity and inclusion.