Client Success Manager

Unclassified - Brookfield, WI

Full-time - Mid Level

Brookfield, WI

About the position

The Client Success Manager at BetaNXT plays a crucial role in building customer loyalty and fostering long-term relationships by ensuring that clients have a positive experience with the company's services. This position is responsible for managing the day-to-day operations related to client servicing, which includes a comprehensive understanding of the Product Development Life Cycle (PDLC) process, pre and post-contract fulfillment, and guiding client requests through this process with appropriate reporting back to the client. The Client Success Manager will also support the Relationship/Engagement Manager in various tasks to ensure that client action items and responsibilities are completed accurately and on time. In terms of client management and reporting, the Client Success Manager will proactively oversee the health of client relationships and reporting. This includes understanding and addressing concerns related to billing and invoices, advocating for clients during the work intake process, and prioritizing client work effectively. The role requires a deep understanding of the PDLC, from estimates to implementation, and serves as a point of escalation for project delivery issues. The Client Success Manager will work closely with clients and Customer Service to raise awareness of high-impact project requests (PRs) and facilitate client risk assessments. Additionally, they will gather and enter key performance indicators (KPIs) for leadership awareness, monitor project reporting, and manage incident reviews with clients. The position also involves significant client interactions, including pre and post-contract fulfillment, where the Client Success Manager will identify and execute education and training programs. They will facilitate recurring client governance meetings and handle inquiries related to contracts, invoices, engagements, projects, and incidents. As the first point of escalation for Client Services, the Client Success Manager will help prepare for client visits, including creating itineraries and agendas. A thorough understanding of all aspects of client interactions, including contracts, billing models, products, and vendor usage, is essential. The role may also require attendance at client conferences and managing the Statement of Work (SOW) process.

Responsibilities

• Build customer loyalty and foster long-term relationships with clients.
• Manage day-to-day client health and reporting.
• Understand, review, and raise concerns pertaining to billing/invoices.
• Perform client advocate duties during the work intake process.
• Work with clients to prioritize their work effectively.
• Facilitate and oversee client change requests.
• Serve as a point of escalation for project delivery issues.
• Raise awareness of high-impact project requests with clients and Customer Service.
• Facilitate and manage client risk assessments.
• Gather and enter KPIs for leadership awareness regarding clients.
• Monitor client project reporting and escalate trends or concerns as necessary.
• Conduct incident management reviews and follow up with clients.
• Initial management of Service Level Agreement (SLA) reporting and review.
• Capture and distribute client meeting and call logs.
• Understand and manage all aspects of client contracts, billing models, products, and vendor usage.
• Attend client conferences and facilitate the SOW process.

Requirements

• Bachelor's degree in business administration or a similar field, or equivalent experience.
• 5+ years of experience in a client success or relationship management position within financial services.
• Strong communication and interpersonal skills to build and maintain relationships.
• Flexibility and willingness to travel up to 30% for industry events, client meetings, and office visits.

Nice-to-haves

• Knowledge and understanding of annual proxy meetings and the voting process.
• Experience working with a clearing, broker, or advisory firm related to investor communications.
• Practical knowledge of proxy, post-sale, and account reporting functionality.
• Experience with broker-dealer operations and knowledge of broker-dealers.
• Experience with Cost Basis Reporting or Tax Reporting.