Relationship Manager

THIS POSITION IS ACCOUNTABLE FOR PRODUCING THE FOLLOWING RESULTS:

To retain profitable and referenceable clients by providing leadership and strategic direction that result in revenue growth and cohesive service experience that exceeds client expectations with timely and accurate performance and solutions.

STRATEGIC WORK:

Client Duties

1. Plan in-person annual relationship visit with business partners w/> ____K revenue once per year to develop internal sales strategy.
2. Identify solutions that would be appropriate for each client and work with BD/PS & team to sell and implement.
3. Act as project sponsor for new and existing clients to ensure expectations are met and where possible exceeded.
4. Represent client to First Rate partners with goal to create win/win outcomes.
5. Act as SME and review, approve, and edit statement of work and FRAME submitted by Business Development.

Department Duties

1. Provide input on prioritization for Process Improvement Resource according to relationship needs.
2. Provide direction to Technical Support Team for process improvements.
3. Oversee training of performance analysts and auditors in using best practices and First Rate products and solution for correction data exceptions.
4. Create employee development plan for direct reports.
5. Communicate company and department messages being cascaded through organization.
6. Host team meetings

Business Health

1. Participate in business development activities such as contract reviews (MSA/SOW).
2. Identify ways to automate, improve and simplify processes to positively impact profitability and client experience.
3. Present staffing plan to Managing Director based on revenue projections, profitability analysis and NPS scores. Achieve 70% client profitability target at team level.

TACTICAL WORK:

Client Duties

1. Responsible for escalated dispute resolution with client regarding solutions or invoicing.
2. Responsible for keeping clients on supported releases.
3. Ensure all SLA and monthly processing deadlines are met and proactive communication is accomplished by team.
4. Control transfer of custom programs and upgrades into UAT and Production verifying proper testing has occurred so that little to no disruption occurs in production.
5. Conduct regular meetings using KPI data with client. Document conversation and develop resolution plan for action items and escalate issues as needed to Channel Partner manager or Managing Director.
6. Ensure processing and operational documentation is kept up to date and standard ROR audit processes are followed.
7. Communication of enhancements, patches, and upgrades with clients ensuring on-time delivery of new functionality

Department Duties

1. During 1:1 meetings, conducted at minimum 2x a month:

• i) Provide direction to staff for resolving employee conduct or interpersonal issues.
• ii) Provide direction for ticket resolution and processing issues.
• iii) Implement employee development plan.

2.Review and approve staff paid time off (PTO) requests.

3.Responsible for adequate back-ups and transitions within team.

4.Serves as escalation point for all issues team cannot resolve.

5.Ensure enterprise software and information security policy compliance among team members.

6.Give semi-annual performance review of analysts/auditors and coordinate any action plans for performance issues.

7.Review tickets for accuracy in classification to support monthly and quarterly reporting to clients.

EMPOWERMENT EXPECTATIONS:

1. Empowered to make decision to spend budgeted intracompany dollars as necessary to solve client issue or make reparations. Advise MD for non-budgeted dollars used for this purpose.
2. Empowered to make client visits to resolve client issues, keeping Managing Director advised.
3. Empowered to seek help outside the department with other teams and businesses to resolve client issue.
4. Empowered to sign off on employees spending time to assist with another team’s issue to or get help for a client issue.

STANDARDS:

1. Relationship Manager team will not work more than 45 hours on average.
2. Relationship Manager team will respond to all ticket inquiries within 24 hours.
3. Relationship Manager team clients will achieve 50 NPS score.
4. Relationship Manager will be responsible for identifying at least $50,000 in PS work.
5. Relationship Managers visit all clients on-site per year with revenues above 40K a year.
6. Relationship Managers will touch base with every client quarterly.

Position Specific Standards

1. Meet agreed upon development commitments.
2. Work product and services are made in accordance with company values and policies.
3. Represent the Company in interactions with clients, employees and partners in a way that enhances the Company’s reputation.
4. Exhibit outstanding customer service.
5. Create and support an environment that encourages and fosters continuous innovation.
6. Clear and concise communications.
7. Client communications will be professional (proper punctuation, spelling, grammar, concise language).
8. Objectivity and impartiality when dealing with client, employees, and other First Rate business lines.
9. Moderate travel required – 1 week per month average.

REQUIREMENTS:

1. 5 years or more of Managing Client Relationships experience.
2. SaaS or professional services related industry experience preferred
3. Bachelors degree required, business major preferred.
4. Experience defining gaps, implementing and improving policy and procedures
5. CFA or CIPM designations preferred
6. Excellent communication and interpersonal skills.
7. Ability to work well under pressure and meet tight deadlines.
8. Proven track record in managing a team of financial professionals.