Client Service Manager managing relationships and growing accounts for AND Digital, a tech company focused on closing the digital skills gap.
About the role
- Index Client Services Manager managing customer retention, adoption, and satisfaction across the Americas region with a focus on client experience. Collaborating with teams to enhance onboar...
Responsibilities
- Manage, coach, and mentor a team of Index Client Services Analysts
- Develop and implement customer success strategies, processes, and best practices to enhance customer experience
- Collaborate with cross-functional teams (including Sales, Operations, Product, etc) to ensure seamless customer onboarding, ongoing support, and incident management
- Monitor and analyze customer health metrics to identify areas for improvement and proactively address potential issues
- Identify opportunities for upselling and cross-selling by understanding customer needs and pain points
- Represent the voice of the customer within the organization, advocating for their needs and providing feedback to drive product enhancements
- Manage resources and priorities to meet operational needs and take accountability for performance
- Support design, development, testing, and deployment of new functionality, as needed
- Maintain customer tear sheets and engage internally with business stakeholders
- Work directly with the Head of Client Services and Client Experience on special projects and initiatives
Requirements
- Bachelor’s degree, preferably in Business, Economics, Finance, or related field
- An understanding of financial products, Indexes and ETFs
- At least 5 years of experience working in the financial services industry
- Experience in a customer success or account management leadership role
- Ability to lead and motivate teams, fostering a collaborative and customer-centric culture
- Excellent communication and interpersonal skills, with the ability to build relationships at all levels
- Experience leading a Client Services team
- Knowledge and understanding of equity indices and financial data
- High proficiency with Microsoft Office (Excel, Word, PowerPoint) and Salesforce or related tool
- Proficiency with Jira, Sharepoint, Confluence, Jira, or related tools
- Knowledge of and experience deploying customer success best practices, methodologies, and tools
- Strong problem-solving, analytical, and decision-making skills
- Proficiency in data analysis and reporting, with the ability to derive insights from customer data
- Proficiency with data visualization tools (PowerBI, Tableau, etc)
Benefits
- Competitive rewards package
- 401(k) program with 6% employer match
- Employee Stock Purchase Program with 15% discount
- Student loan repayment program up to $10k
- Company paid life and disability plans
- Generous paid time off
- Comprehensive medical, dental and vision coverage
- Health spending account with employer contribution
- Paid flex days to support mental wellbeing
- Gym membership discounts
- Paid parental leave
- Fertility benefits
- Paid bereavement leave
- Company gift matching program
- Employee resource groups
- Paid volunteer days
- Education Assistance Program
- Robust job skills training and Professional development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
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