Sr Client Success Manager Enterprise (Remote)

About Our Client

Our client is a global technology and data company that assists investment professionals in providing informed guidance to clients around the world. Over the past decade, hundreds of thousands of users have relied on the company to make smarter investment decisions. With a presence in more than 40 countries, the company’s platform consolidates portfolio, market, and client data for over $5 trillion in assets. The hiring company’s open platform collaborates with over 100 software, data, and services partners to offer a comprehensive solution for various firms and use cases. The company embraces a flexible workforce model with office locations in multiple cities globally.

About The Role

The Client Engagement & Success Management (CESM) team at the hiring company is accountable for managing the complete post-sales lifecycle of a client. Through strategic guidance and collaboration, CESM ensures that clients obtain maximum value from the platform, resulting in increased adoption, retention, and renewal rates. Few roles offer such direct impact on the growth of the company.

The CESM Enterprise Team oversees some of the hiring company’s most significant and complex clients, including wirehouses, broker/dealers, banks, private banks, and trust companies. In this role, you will establish trust as a partner, deeply understanding and advising on various aspects of the client’s business. This includes their strategy, clientele, services, team, and technology, ultimately assisting them in enhancing the value derived from the hiring company’s offerings.

This position collaborates closely with the Account Manager, cross-functional R&D, and Services teams to execute change management and promote best practices and platform utilization. You will act as the internal advocate for the client, ensuring a stellar experience and collecting feedback for the enhancement of client-centric solutions.

Salary Range

The salary range for this role is currently $109,000 – $170,000 + bonus + equity + benefits.

What You’ll Do

• Establish enduring relationships with assigned clients, connecting with key executives, home office support teams, power users, and end-users utilizing the platform regularly.
• Gain a deep understanding of each client’s objectives, business requirements, and challenges, ensuring account retention and growth.
• Drive strategic oversight across the entire client journey, from implementation to renewal, ensuring seamless transitions and knowledge transfer.
• Develop success plans with clients, outlining objectives, timelines, and metrics.
• Promote platform adoption and provide continuous education on new features and enhancements.
• Identify opportunities for additional services, solutions, and cross-selling to clients.
• Collaborate with the Account Manager to align on business priorities, review product usage patterns, and enhance client engagement.
• Act as the client’s representative across various internal teams, including Product, R&D, Support, and Services.
• Enhance client satisfaction and reference-ability by diagnosing business operations and suggesting appropriate solutions.
• Share client success stories and frameworks within the hiring company.
• Stay updated on industry trends and directions.

Who You Are

• Possess a minimum of 10 years of experience in sales, client-facing, client success, or strategy roles within financial or wealth management services.
• Demonstrated ability to translate business needs into technical product solutions.
• Strong analytical skills and process discipline.
• Knowledge of technology relevant to engage with R&D teams and clients.
• Experience liaising with senior executives and decision-makers.
• Track record of leading large projects at enterprise firms.
• Skilled in handling difficult clients and situations effectively.
• Excellent verbal and written communication skills.
• Strong time management and collaboration abilities.
• Willingness to travel and adapt in a fast-paced environment.
• Additional language skills like Spanish or Portuguese are advantageous.

Their Values

• Act Like an Owner – Be intentional, purposeful, and take ownership of outcomes.
• Build Together – Collaborate for optimal solutions and lasting value.
• Champion Our Clients – Exceed client expectations for mutual success.
• Drive Innovation – Boldly tackle problems and transform the industry.
• Embrace Learning – Foster growth mindset through community engagement.