Client Success Manager
: Job Details :

What does a great Client Success Managerdo?An InvestCloud Client Success Manager is responsible for maintaining deep customer relationships to drive account revenue retention and growth. By collaborating with internal partners, the Client Success Manager delivers exceptional service and a valuable solution. This position sits within our APL business unit, and will manage and defend a book of business aligned by customer segment within a geography. The CSM will be accountable for the commercial close of all deals and retention of existing business. The Client Success Manager will also open larger solution opportunities and introduce Sales and Customer Success Managers.ResponsibilitiesMake the Client HappyDriving Relationship Governance to ensure that we're making the client(s) happy at a personal levelConnect with business sponsor on weekly basis while in delivery (monthly if not in delivery)Maintain relationship powermap. If change in sponsors, build relationship with new sponsorsIdentify personal win for client and Drive alignment between InvestCloud and personal winDriving Executive Governance – Enforce executive governance on a monthly basis (quarterly if not in delivery) to ensure that Investcloud and the client are aligned on the status of the relationship and have an opportunity to drive resolution where necessary. Schedule a prep, Ensure the right people are in the room from the client and from InvestCloud, issue meeting minutesBuild and long-term trusted advisor relationship within their accounts at C-Suite and E-Suite levels. Identify personal win for client and Drive alignment between InvestCloud and personal winDrive collection of NPS andDrive Operational and Service ExcellenceEnsure Alignment to Business Objectives: Understand the client's business objective, ensure that the business objectives are being met (e.g. ensure that business kpi's are being met)Manage Closure of Open Issues: Understand open issues and work with appropriate teams to drive closureEscalate Timely and Effectively: Escalate outstanding issues to senior management, the appropriate escalation path, amber flag, red flagEnsure SLA's are In-Line: Being aware when SLA's are breached, escalating through the appropriate internal and external channelsDo a weekly ticket review and work with the platform success team to drive ticket resolutionDefend RevenueManage Renewals: Manage the renewal process (timing, initiation, annual CPI increase, floor and incremental fees, liability clauses, interacting with legal, the art of negotiation) to drive new value to client and maximum ARR for InvestCloudManage Account receivables: Ensure clients are paying and account receivables are current to drive optimal cash flow for InvestCloudMonitor usage of current platform and take action to drive and grow usageGrow RevenueMaintain solid understanding of InvestCloud propositions to initiate conversations and raise interest.Drive growth by expanding InvestCloud footprint within accounts.in terms or client relationships and in terms of productMaintain and Executing Against Account Plan: Develop, maintain, and execute on account planIdentify Upsell Opportunities: identify growth opportunities and collaborate with Sales to upsell/cross sell into the AccountsMaintain white space on clientBasic Qualifications for Consideration:BA/BS degree required, MBA a plus10+ years of financial services experience preferably within the customer segments of Wealth & Asset ManagementProven account management experience in a customer facing environment requiredStrong understanding of customers and their business model and workflowsDemonstrated selling skills (identity, develop and articulate a complex proposition/consultative selling)Strategic thinkerStrong negotiation skillsExperience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisionsAbout InvestCloudInvestCloud is the global technology leader in digital transformations for the financial services industry, supporting over $6 trillion of assets with over 550 direct clients, from wealth managers, institutional investors and asset managers to family offices, asset services companies, financial platforms, and banks. InvestCloud specializes in digital platforms that enable the development of financial solutions, pre-integrated into the cloud. The company offers on-demand client experiences and intuitive operations solutions using an ever-expanding suite of modular products, resulting in best-in-class experiences for the financial services industry. Headquartered in Los Angeles, InvestCloud has over 20 global offices including New York, London, Geneva, Singapore, Tokyo, and Sydney. InvestCloud is backed by Motive Partners (together with its affiliates) and Clearlake Capital Group, L.P. (together with its affiliates). For more information, visit InvestCloud.com.The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on the applicant's geographic location.Salary range: $130,000 - $175,000InvestCloud is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.#LI-BH1 Job SummaryRequisition Number: CLIEN002764Job Category: Sales \& Client ServicesSchedule: Full-Time