Client Success Manager

The 'Manager, Client Success' role manages day-to-day relationships with clients. This entails supporting clients to optimize their return-on-investment in company Technology and Diligence products. This includes:

• Supporting the clients day-to-day usage of Technology Products.
• Overseeing the Diligence Product delivery process for client orders.
• Providing superior client experience across all client engagements; this includes actively coordinating to meet and set client expectations, advising on best practices, and evaluating and actioning client feedback.

Client Success communicates to relevant internal stakeholders on client activity, pipeline, feedback and issues, and supports the Account Management and Sales team by communicating opportunities and ultimately contributing to the development of Quarterly BR presentations, Optimization proposals and Change Orders.
Responsibilities

• Manage the day-to-day external relationships across a client portfolio.
• Ensure any Technology Product issues are resolved as expeditiously as possible, that the Technology continues to deliver at an optimum level according to the clients use case, and that optimization and changes are executed when required.
• Oversee the Diligence Product delivery process to ensure reports are delivered in accordance with the agreed scope and turn-around-time.
• Providing superior client experience across all client engagements, with the goal of contract renewal (client retention) and helping to identifying upsell opportunities.
• Coordinate with and Support, Product, Delivery and Account Management to ensure full suite of expertise is brought to bear on the client account.
• Act as an company brand ambassador by exhibiting positive and professional behavior both internally and externally.
• Educate clients on products, scopes, and processes, as needed.
• Effectively manage and balance workload to appropriately complete client-facing responsibilities and internal tasks, prioritizing client requests, while maintaining the highest standards in service levels across all clients in the portfolio.
• Contribute to all other business activities as needed such as supporting the delivery of products and services to clients.
• Evaluate feedback from clients about our products and services and disseminate to appropriate stakeholder and assist with the resolution thereof.
• Ensure all relevant internal stakeholders are well-informed of client activity, pipeline, feedback, and issues.
• Coordinate with relevant stakeholders on opportunities or requests on behalf of clients in portfolio, including assisting with the development of Quarterly Business Review presentations and Change Orders.

Candidates profile:

• Demonstrable ability to manage complex client needs and requirements.
• Demonstrable experience with technology products
• Experience with Global Regulatory and Compliance processes, systems and due diligence an added advantage.
• A keen interest to learn Technology platforms Diligence Products and the technical aptitude to do so.
• Client facing experience, in current or previous roles.

Knowledge and skills:

• Strong written and verbal communication skills and flexibility to respond to requests and client inquiries promptly via email and/or telephone as needed.
• Strong presentation skills you will be hosting training sessions for client staff
• Confident, not easily flustered.
• Ability to successfully negotiate with internal and external parties to effectively fulfill client requests in a timely fashion.
• Ability to collaborate with a range of internal and external stakeholder.
• Naturally proactive and a problem-solver. Comfortable working in both team settings and independently in a fast-paced professional environment.
• Excellent organization and time-management skills; able to balance a portfolio of client accounts. The role has a strong element of project management.
• Ability to assist with the development of new client-facing team members and drive standards and protocols.
• Inherent sense of ownership and accountability