Director, Client Success

Company: IRALOGIX, Inc. Position: Director, Client Success

Location: Pittsburgh, PA Job Type: Full-Time/Exempt

Industry: Retirement Services/FinTech Software Travel: 0%-5%

IRALOGIX is a high-growth, institutional technology platform focused on providing uniquely capable solutions to IRA providers, 401(k) recordkeepers, retirement-focused Advisors, Mutual Fund investment providers, and banks interested in growing their IRA capabilities, revenue, and market share. Through proprietary, ground-up technology, we are changing the landscape and are empowering client companies to provide broader access to the best retirement services possible while significantly lowering administration costs and increasing efficiency, profitability, and competitiveness, far beyond industry expectations.

Role:

As a DIRECTOR, CLIENT SUCCESS, reporting directly to the CRO, your key objectives will be to manage a our high value customers dealing directly with their home office staff. Additionally, the Director role will be responsible for leading and coaching a team of relationship managers each assigned a cohort of our clients matched up by experience and client need.

Responsibilities:

The essential responsibilities and duties for this position include, but are not limited to, the following:

· Work directly with human resources, as well as industry sources, to maintain a list of potential candidates for adding to our RM team

· In conjunction with HR and CRO, develop an RM onboarding training plan for all new hires. Additionally, build an LOS1 Training Guide (outline) for all new recruits

· Build upon our current Customer Success Roadmap to keep both our RMs and our customers moving toward successful outcomes

· Establish a weekly rhythm with the relationship management team to more easily breakdown annual goals into more manageable segments

· Establish a daily stand-up with each of your team members to better understand short-term hurdles

· Provide summary customer success reports to the CRO (from Salesforce) on each of our key clients and any broader more systemic intelligence gathered from our RMs

· Work closely with all department heads that have a direct or indirect impact on our customer’s perception of our firm and services. This will include such people as, but not limited to, customer care management, COO, CCO, head of product and head of marketing

· Build a culture of “customer 1st” throughout the team and throughout the company

· Require regular use of Salesforce to document customer interactions

Required Skills/Abilities:

· Excellent verbal and written communication skills

· Empathetic, engaging, fun personality

· Strong leadership skills

· Strategic thinker and ability to analyze and solve problems quickly

· Teamplayer

· Attentive to detail and organized

· Must be self-motivated, flexible and able to manage several jobs at one

Education and Experience:

· 4-year college level degree

· A minimum of 5-7 years of institutional client service experience

· Proficient at Microsoft 360 and associated programs; Word, PowerPoint, Excel and Outlook

· Experience in Salesforce usage a plus, but not required

· Must be US Citizen, Permanent Resident, or eligible to work in the US permanently

IRALOGIX is an equal opportunity employer committed to building a team that embraces diversity, represents a variety of backgrounds, and upholds inclusiveness. M/F/V/D