What are the responsibilities and job description for the Senior Specialist, Client Success position at BNY?
The Senior Specialist, Client Success supports the design, development, and delivery of client training and education materials that enhance client experience, drive adoption, and promote client self-sufficiency. This role contributes to blended learning solutions tailored to diverse client audiences, business priorities, and specific client requirements. The individual will help develop content and training plans aligned to client initiatives and, deliver client-facing training events.
This role works across teams to support the successful rollout of products, services, and client initiatives by translating business needs into clear, effective educational content and delivery.
The Senior Specialist also helps gather and synthesize client and service feedback to inform continuous improvement and strengthen client enablement strategies.
Primary Responsibilities
Develop, update, and maintain client training materials aligned to the broader client training strategy, with the goal of increasing client adoption, understanding, and empowerment.
Support the creation of client-facing educational content, including on demand learning modules, presentations, and other learning resources tailored to audience needs.
Contribute to the design and delivery of blended learning solutions, including virtual, live, self-paced, and digital learning experiences.
Participate in client training events, meetings, and educational sessions, as appropriate, to support successful client onboarding, product adoption, and change readiness.
Help drive adoption of digital channels and tools by promoting education that improves client efficiency and supports stronger operating models.
Consolidate, analyze, and summarize product, training, and client service feedback gathered through insights, client interactions, and service management engagements.
Use feedback and observations to identify opportunities to improve training content, communication approaches, and overall client learning experiences.
Support coordination across platforms and business partners to help prepare training for new products, enhancements, or process changes as they are introduced.
10-15% travel may be required
Preferred Skills and Experience
Experience supporting training, education, communications, client enablement, or client experience initiatives.
Experience in the brokerage industry and/or financial services industry strongly preferred.
Understanding of financial products, client service models, operational processes, and client support needs within brokerage and/or financial services environments.
Strong written and verbal communication skills, with the ability to translate complex information into clear, client-friendly content.
Ability to develop learning materials for different audiences and delivery formats.
Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
Collaborative mindset with the ability to work across functions and support a range of stakeholders.
Comfort working with feedback, insights, and data to improve content and delivery approaches.
Key Characteristics for Success in Role
Client-focused and committed to improving the client experience
Detail-oriented with strong follow-through
Adaptable and comfortable supporting change
Proactive and solutions-oriented
Strong collaborator with a continuous improvement mindset