What are the responsibilities and job description for the Client Success Manager position at BetaNXT Inc?
Client Success Manager
Exempt, Full time Location: NY, WI or remote
Job Summary
The Client Success Manager is tasked with building customer loyalty and fostering a long-term relationship by ensuring customer have a positive experience. They will handle the day-to-day operations in servicing the BetaNXT clients. This includes understanding our PDLC process, pre and post contract fulfillment and guiding our client’s requests through that process with proper reporting back to the client. The Client Success Manager will also assist the Relationship/Engagement Manager in various ways to ensure client action items and tasks are completed accurately and on time.
Client Management and Reporting
- Proactively manage day-to-day client health and reporting
- Understand, review, and raise concerns pertaining to billing/invoices
- Perform the client advocate duties during the work intake process.
- Work with the client to properly prioritize client work
- Facilitate and oversight of client change requests
- Deep understanding and management of the PDLC (from estimate to implementation)
- Point of escalation for Project delivery issues
- Work with clients and Customer Service to raise awareness of high impact PR’s
- Facilitate and manage client Risk Assessments
- Assist in management and representation of overall VOC
- Gather and enter Key Relationship Indicators per client for BetaNXT leadership awareness
- Monitor client project reporting and handle or escalate trends or concerns
- Incident management review and follow up with each client
- Initial management of SLA reporting and review
- Capture and distribute client meeting and call logs
- Ability to understand and manage all aspects of the client (client contract and billing model, client products and interfaces (3rd parties), client vendor usage, client strategy and interaction/intersection with BetaNXT and portfolio of BetaNXT work for each client.
- Attend client conferences
Client Interactions
- Pre and post contract fulfillment
- Identify and execute education and training programs
- Facilitate reoccurring client governance and pre and post contract meetings
- Handle client inquiries; contract, invoice, engagement, projects, incidents
- First point of Client Services escalation
- Help prepare client visits (itinerary, agenda, entertainment, etc.)
- Understands status of all clients-initiated work
- Facilitate the SOW process and tracking
Minimum Requirements
- Bachelor’s degree in Business Administration or similar degree programs, required
- 2 years of customer service experience
- Strong communication and interpersonal skills and the ability to build and maintain relationships
- Possess intimate understanding of BetaNXT strategically, tactically, and organizationally
- Has deep knowledge of industry, and customers
- Willingness to gain BetaNXT knowledge by attending BETA & MDI BOT
- Willingness to learn BetaNXT Product strategy inclusive of 3rd parties and portfolio of BetaNXT work for each client
Skills/Abilities
- Excellent interpersonal and customer service skills
- Knowledge of best practices in customer service and retention
- Excellent organizational skills and attention to detail
- Time management skills with a proven ability to meet deadlines
- Keen, friendly, professional with a positive and proactive attitude
- Substantial experience in successfully delivering results in a fast-paced and dynamic business environment
- Well-developed math and business skills
- Must understand customer relationship management (CRM)
- Ability to analyze and solve problems quickly
- Ability to Lead projects/initiatives within a Client Engagement
Client Success Manager
- 2 years of experience in account or relationship management
- Possess knowledge of BetaNXT suite of products
- Some knowledge of the Securities Processing industry and organizations
- Familiar with best practices in customer service and retention
- Ability to lead client projects/initiatives across BetaNXT with minimal guidance
- Ability to identify client tactical direction and pain points
- Some experience with customer relationship management (CRM)
- Small - Medium client size
Senior Client Success Manager
- 5 years of experience in account or relationship management
- Significant knowledge of BetaNXT suite of products
- Significant knowledge of the Securities Processing industry and organizations
- Expert with best practices in customer service and retention
- Ability to lead client projects/initiatives across BetaNXT without guidance
- Ability to identify client tactical direction and pain points and provide direction and solutions
- Significant experience with customer relationship management (CRM)
- Large – Extra Large client size