Client Success Manager
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Job Description
Client Success Manager at Cognitive Credit managing a portfolio of U.S. clients in Asset Management, Hedge Funds & Investment Banks. Nurturing relationships and ensuring satisfaction for business growth.
Responsibilities:
- Own a portfolio of clients across Asset Management, Hedge Funds & Investment Banks from onboarding to renewal, with targets and KPIs for retention, engagement, and cross selling/upselling
- Own and nurture decision maker relationships ranging across Head of Fixed Income, Head of Research and Senior Partner/ PM profiles
- Own client communication and resolve inquiries and escalations with autonomy
- Own and run business reviews (EBR’s) and other strategic meetings with clients
- Manage onboarding and some application training; conduct client demonstration sessions designed to address the individual needs of the user with a consultative approach to drive engagement
- Work collaboratively with senior management to strategise account retention and growth opportunities
- Uncover and mitigate any risk that threatens clients’ growth, satisfaction, or renewal; develop and execute risk mitigation plans
- Transform clients into evangelists to take part in fireside chats and case studies
- Be the voice of your clients internally, driving product improvements and contribute to process creation and improvements
- Be comfortable with engaging a broad set of stakeholders across the client lifecycle
Requirements:
- Experience working in high growth client facing teams with P&L targets that require initiative and resilience
- Ideally, experience in Fixed Income/Credit markets as our users are mix of Credit Analysts, Traders & Portfolio Managers
- Successfully managed end-to-end post sales client life cycles (onboarding - renewal/upsell/cross-sell)
- Cross team collaboration experience, working with sales, product and marketing
- Experience with the development, execution, and overview of account plans for clients
- Success working in a fast-paced, multi-faceted and creative environment with a rapidly growing company
- Excellent verbal and written communication skills and attention to detail
- Experience in successfully running and owning QBR’s/EBR’s
- Experience with change management
- Self starter, driven and trustworthy.
Benefits:
- 20 days leave, with the ability to buy/sell up to 5 days
- Healthcare - UHC 85% company contribution - 50% for dependents
- Dental - Guardian 85% company contribution - 50% for dependents
- 401k - up to 6% matching
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