Investcloud - West Hollywood, CA
posted 3 months ago
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. Additionally, this role involves identifying and opening larger solution opportunities, while also introducing Sales and Customer Success Managers to enhance client engagement and satisfaction. In this role, the Client Success Manager will focus on making clients happy by establishing strong relationship governance. This includes connecting with business sponsors on a weekly basis during delivery phases and monthly otherwise, maintaining a relationship powermap, and building rapport with new sponsors as necessary. The Client Success Manager will also drive executive governance, ensuring that both InvestCloud and the client are aligned on the status of their relationship, and will facilitate meetings with the right stakeholders to address any issues that arise. A key aspect of this role is to act as a long-term trusted advisor, particularly at the C-Suite and E-Suite levels, while also collecting Net Promoter Scores (NPS) to gauge client satisfaction. Operational excellence is another critical component of the Client Success Manager's responsibilities. This includes ensuring alignment with the client's business objectives, managing the closure of open issues, and escalating concerns to senior management when necessary. The Client Success Manager will also monitor service level agreements (SLAs) to ensure compliance and will conduct weekly ticket reviews to drive resolution with the platform success team. In terms of revenue management, the Client Success Manager will oversee the renewal process, ensuring timely initiation and negotiation of contracts to maximize annual recurring revenue (ARR) for InvestCloud. This includes managing account receivables to ensure timely payments and optimal cash flow. The role also involves monitoring the usage of the current platform and taking proactive steps to drive growth in client engagement. To grow revenue, the Client Success Manager must maintain a solid understanding of InvestCloud's offerings, initiate conversations to raise interest, and identify upsell opportunities. This requires developing, maintaining, and executing against an account plan that outlines strategies for expanding InvestCloud's footprint within client accounts. Overall, the Client Success Manager plays a crucial role in fostering client relationships, driving operational excellence, and contributing to the overall success of InvestCloud's business objectives.