Melbourne
Asset Management
PermanentOur client provides a white label technology platform that can be utilised by third party capital raisers to facilitate investor aggregation and provide administration services across the full lifecycle of their investment.
They’re a rapidly growing organization with a vision to make alternative assets more accessible to investors by using their market leading technology and highly adept team. They are an alternative asset platforms, providing wholesale investors direct access to a diversified range of alternative investments across a broad range of asset classes.
The Client Success Manager is required to form strategic relationships with an identified group of clients to deliver increasing revenue growth and high levels of customer satisfaction from the utilisation of their service and technology offering.
The Client Success Manager is also required to develop strong internal relationships and knowledge of the key processes within the Operations, Client & Platform Solutions teams to create efficiencies for the benefit of them and their clients.
They are seeking to hire two Client Success Managers – one more senior and one less senior – the senior will likely step into a Team Manager role
This role can be based in either Melbourne or Sydney and offers a hybrid WFH model.
Key Responsibilities:
- Be the single point of contact for all client related requests and resolve all inquiries / problems in a timely manner.
- Create an Account Plan that includes a stakeholder management plan, the client’s 1-3 year business strategy and identified areas for collaboration that will create a stronger partnership .
- Identify ways to improve process efficiencies between the client & business including ways for the client to self service.
- Frequently upskill on technology and service offering and identify ways to upsell those capabilities to clients.
- Ensure the business delivers against its contractual commitment and prepare and host quarterly governance meetings to review performance against SLA’s and other contractual requirements.
- Obtain commitment from customers to participate in round table discussions, case studies, whitepapers and when appropriate press releases for significant achievements.
- Develop a Voice of the Customer survey to obtain independent client feedback on technology and service offering.
Desired Qualifications
- 5+ years experience in a Client Account Management, CSM, RM or similar role – ideally from within Asset or Wealth Management or financial services Vendors witha Buy Side client focus
- A proven track record of building collaborative and trusted relationships with customers and internal stakeholders.
- Experienced in dealing with all commercial aspects related to clients, strong negotiation skills.
- Demonstrated experience in developing and implementing plans to ensure all client commitments are met and projects are delivered on schedule.