Relationship Manager, Client Coverage 

About Flow

Flow is at the forefront of revolutionizing private market funds with our innovative Investor Lifecycle Management Platform. As a leading B2B SaaS provider, we simplify the complexities of raising and managing funds by seamlessly integrating networks - including General Partners (GPs), Limited Partners (LPs), Law Firms, Fund Administrators, and more - into one comprehensive platform. Our solution automates critical workflows between stakeholders, delivering a best-in-class experience for limited partners and significantly improving operational efficiency across the entire fund lifecycle. Trusted by approximately 300 private investment firms and representing over 18,000 limited partners, Flow accelerates fundraising with our virtual data room, simplifies and digitizes investor onboarding, and streamlines fund operations. 

Following a record-breaking Q4 2023 in terms of new Annual Recurring Revenue (ARR), we are poised for further growth and expansion through 2024 and beyond.

Our remote team is distributed throughout the USA. At Flow, we are building an environment that supports career growth and affords opportunities to work with great people and technology.

About You

Flow seeks individuals who value personal growth. You value working at a startup because having a substantial impact on the company is important to you. You are hardworking but have expectations that there will be a balance between work and personal life. You are professional and know how to be productive without a lot of oversight. You are excited about the opportunity to actively help build a great team and great products, building and maintaining client relationships with a love for clients. You take satisfaction in solving real-world problems. You consistently seek ways to grow and challenge yourself. You value teamwork and understand that in a great team, the whole is greater than the sum of its parts.

About the Team

We are a small yet highly effective team. We will continue to scale this team to lead the growth of our business through renewals and expansion of business generated from our growing client base. Our goal is to empower our clients by providing top-tier products, services, and world class customer experiences driven by innovative technology. The Client Coverage team at Flow aims to deliver a white-glove experience to clients throughout their entire journey with Flow through robust interactions and a keen focus on putting the customer first.

Overview

The Client Coverage team is made up of professional, ambitious, detail-oriented, proactive and self-directed individuals responsible for successfully developing and maintaining strong client relationships across our growing client base, with the goal to up-sell the firm’s products, translating into a high net retention rate. The Relationship Manager is responsible for working closely with members of the Client Coverage team and across all business channels and should excel in the following areas:

Customer Obsession: Passionate about customer experiences and energized by engaging with clients in meaningful in-person and virtual interactions to drive revenue opportunities.

Relationship Builder: Empathetic listener who encourages trust in others and builds deep relationships with customers.

Value Orientation: Consistently oriented toward value creation for our clients and effectively communicates the value we have created to these customers.

Curiosity: Has an instinct to learn everything about our customers in the industry.

Project Management: Lead the implementation processes for Mid-market Fund clients (incl. pre-sales assistance as needed / from handover by Sales onwards), be a key point of contact for the customer during the Sales to Onboarding & Customer Experience handoff process.

Attention to Detail, Solution Focus: Ability to drill into detail and collaborate with internal key stakeholders with a sense of urgency to create solutions for issues presented through client escalations.

Deep Content Understanding and Sharing of knowledge: Assist in growing the business in this area via deep product, market and client knowledge. You will be a key internal stakeholder in content creation to keep clients engaged online and offline and to inform about product updates and company developments, in driving client feedback and engagement across the business.

Empathy and Respect: Both internal and external, our foundations in the team begin with empathy and respect, which will lead us to success with our clients, and our colleagues.

Collaboration: Demonstrates the ability to work across a broad range of functions internally and externally to deliver value to our customers.

Self-Starter: thrives in a dynamic, fast-paced environment.

Stellar Communicator: Excellent written, verbal, and visual communication and presentation skills.

Responsibilities

• Assist the Senior Relationship Manager in client facing activities intended to increase the net retention rate over time.
• Collaborate with members of the Client Coverage team to maintain up to date information on all client accounts, as well as to set up and lead through data capture of renewal and expansion opportunities in Salesforce (SFDC), to ensure timely deal closings leading to keeping high retention rates.
• Assist the Senior Relationship Manager in stewarding new and repeat customers through Flow’s process from “signed” to “closed” deals.
• Own issue resolution with clients being actively managed.
• In collaboration with Marketing, assist in the development of customer facing materials aligned with Flow’s strategic growth initiatives. 
• Assist the Senior Relationship Manager in creating strategic account plans in collaboration with Flow’s top tier clients.
• Working with the Senior Relationship Manager own specific key account relationships, executing against key account plans designed.
• Assist in preparation for and participate in regular communications with all Flow clients (for example, updates on company and product releases) with the aim to develop trust and take on ownership of a portfolio of clients.
• Log information from client calls to SFDC to document client interactions and coordinate Client Coverage team efforts in a timely manner to ensure all information is up to date and accurate.
• Add client feedback to the Customer feedback channel to ensure Product and Engineering Partners are aware and are able to collate feedback in an effective and seamless manner.
• Quarterback new deal implementation projects for new and existing clients.

• Use Product expertise to develop deal and client related processes including collaboration across all Flow teams to manage client interactions.
• Work with RM and Sales partners to help translate processes to SFDC.
• Create templates as part of process needs.

Abilities & skills

• Bachelor’s Degree in Business, Finance or related field.
• Minimum 3 years of experience in a high pressure customer service environment.
• Strong knowledge of the private markets - fund operations and financial products related to private market funds.
• A team player with excellent communication and listening skills along with the ability to thrive in a remote work environment.
• Ability and confidence to interact with senior counterparties.
• Accountability and a high sense of urgency towards issue resolution for clients.
• Good mathematical skills, proficient with workplace software (Google, Slack, SFDC, Zendesk).
• A positive attitude, strong work ethic and eagerness to learn.
• Plenty of drive, initiative and motivation.
• The ability to navigate through ambiguity in a high growth environment with high integrity, resilience and assertiveness.

Values

• Customer obsession
• Empathy
• Respect
• Mindful work ethic
• Curious and inquisitive
• Open minded
• Desire to evolve
• Humble and self-aware
• Transparency and Strong Cross-Functional Communication
• Empowerment - Drive solutions via collaboration at all levels