Client Success Director

What does a great Client Success Manager do?

A 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. The position will manage and defend a book of business aligned by customer segment within a geography and 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.

Responsibilities

• Make the Client Happy
  • Driving Relationship Governance to ensure that we’re making the client(s) happy at a personal level
    • Connect with business sponsor on a weekly basis while in delivery (monthly if not in delivery)
    • Maintain relationship powermap. If change in sponsors, build relationship with new sponsors
    • Identify personal win for client and drive alignment between InvestCloud and personal win
  • Driving 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 minutes
  • Build and maintain a 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 win
  • Drive collection of NPS
• Drive Operational and Service Excellence
  • Ensure Alignment to Business Objectives: Understand the client’s business objective, ensure that the business objectives are being met (e.g. ensure that business KPIs are being met)
  • Manage Closure of Open Issues: Understand open issues and work with appropriate teams to drive closure
  • Escalate Timely and Effectively: Escalate outstanding issues to senior management, the appropriate escalation path, amber flag, red flag
  • Ensure SLAs are In-Line: Being aware when SLAs are breached, escalating through the appropriate internal and external channels
  • Do a weekly ticket review and work with the platform success team to drive ticket resolution
• Defend Revenue
  • Manage 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 InvestCloud
  • Manage Account Receivables: Ensure clients are paying and account receivables are current to drive optimal cash flow for InvestCloud
  • Monitor usage of the current platform and take action to drive and grow usage
• Grow Revenue
  • Maintain solid understanding of InvestCloud propositions to initiate conversations and raise interest.
  • Drive growth by expanding InvestCloud footprint within accounts in terms of client relationships and in terms of product
  • Maintain and execute against Account Plan: Develop, maintain, and execute on account plan
  • Identify Upsell Opportunities: Identify growth opportunities and collaborate with Sales to upsell/cross-sell into the Accounts
  • Maintain white space on client

Basic Qualifications for Consideration:

• BA/BS degree required, MBA a plus
• 10+ years of financial services experience preferably within the customer segments of Wealth & Asset Management
• Proven account management experience in a customer-facing environment required
• Strong understanding of customers and their business model and workflows
• Demonstrated selling skills (identify, develop and articulate a complex proposition/consultative selling)
• Strategic thinker
• Strong negotiation skills
• Experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions

About InvestCloud

InvestCloud 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 the 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.