Job Details

JOB OVERVIEW

The Supervisor, Client Success Management (CSM) supervises a team of Client Success Managers, monitors staff activities and interactions to ensure high quality Institutional client experiences, and ensures the team is adhering to operational controls, corporate and regulatory policies, and procedures to ensure the safety and security of Institutional clients, investors, and Equity Trust Company (ETC) assets.

RESPONSIBILITIES & DUTIES

• Supervises team of Client Success Managers
  • Mentors and cultivates a high-performing team of Client Success Managers
  • Ensures performance objectives are communicated and executed
  • Evaluates CSM performance by actively participating in external meetings and monitoring client communications
  • Provides performance feedback and developmental coaching on a regular basis to support CSMs in achievement of individual and departmental goals
• Serves as the primary point of contact for the CSM team, internal partners, and Institutional clients for issues and concerns that may impede Equity from meeting established service level agreements
  • Guarantees escalated issues are appropriately tracked, attended to, and resolved
  • Partners with internal and external stakeholders to troubleshoot client challenges and design creative solutions to obstacles
  • Leads efforts to increase team effectiveness and delight clients
  • Communicates root causes to clients in non-technical/easy-to-understand terms as required
• Drives Institutional Client Retention and Growth
  • Builds strong rapport with Institutional Client leadership teams
  • Partners closely with Sales Leadership and other stakeholders on evaluating client success metrics, KPIs, trends, and developing and executing strategies to improve the customer journey and satisfaction.
  • Supports internal business planning and forecasting processes through intimate knowledge of Institutional relationships and uncovering deepening opportunities
  • Optimizes client engagement models to drive adoption of new products and services, and retention
  • Works closely with Client Succes Managers to develop custom strategies to provide success to top clients
• Serves as a subject matter expert to provide, proof, and edit content of documented procedures, training, and related materials
• Perform other duties as assigned

QUALIFICATIONS

• Bachelor's degree required, MBA or Masters a plus
• Minimum 3years’ supervisory experience inCustomer Success or related field
• Financial services industry experience preferred

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Intermediate-level proficiency in Microsoft Office

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies: