InvestCloud
What does a great Client Success Manager do?
An InvestCloud Client Success Manager is responsible for maintaining deep customer relationships to drive account revenue retention and growth. By collaborating with internal partners, the Client Success Manager delivers exceptional service and a valuable solution. This position sits within our APL business unit, and will manage and defend a book of business aligned by customer segment within a geography. The CSM will be accountable for the commercial close of all deals and retention of existing business. The Client Success Manager will also open larger solution opportunities and introduce Sales and Customer Success Managers.
Responsibilities
Make the Client Happy
Driving Relationship Governance to ensure that we’re making the client(s) happy at a personal level
Connect with business sponsor on weekly basis while in delivery (monthly if not in delivery)
Maintain relationship powermap. If change in sponsors, build relationship with new sponsors
Identify personal win for client and drive alignment between InvestCloud and personal win
Driving Executive Governance – Enforce executive governance on a monthly basis (quarterly if not in delivery) to ensure alignment and resolution opportunities. Schedule a prep, ensure the right people are in the room from the client and from InvestCloud, issue meeting minutes
Build a long‑term trusted advisor relationship within accounts at C‑Suite and E‑Suite levels. Identify personal win for client and drive alignment between InvestCloud and personal win
Drive collection of NPS and related metrics
Drive Operational and Service Excellence
Ensure Alignment to Business Objectives: Understand the client’s business objective, ensure that the business objectives are being met (e.g., ensure that business KPIs are being met)
Manage Closure of Open Issues: Understand open issues and work with appropriate teams to drive closure
Escalate Timely and Effectively: Escalate outstanding issues to senior management, the appropriate escalation path, amber flag, red flag
Ensure SLAs are In-Line: Being aware when SLAs are breached, escalating through the appropriate internal and external channels
Do a weekly ticket review and work with the platform success team to drive ticket resolution
Defend Revenue
Manage Renewals: Manage the renewal process (timing, initiation, annual CPI increase, floor and incremental fees, liability clauses, interacting with legal, the art of negotiation) to drive new value to client and maximum ARR for InvestCloud
Manage Account Receivables: Ensure clients are paying and account receivables are current to drive optimal cash flow for InvestCloud
Monitor usage of current platform and take action to drive and grow usage
Grow Revenue
Maintain solid understanding of InvestCloud propositions to initiate conversations and raise interest.
Drive growth by expanding InvestCloud footprint within accounts in terms of client relationships and product.
Maintain and execute against account plan: develop, maintain, and execute on account plan.
Identify Upsell Opportunities: identify growth opportunities and collaborate with Sales to upsell/cross‑sell into the accounts.
Maintain white space on client.
Basic Qualifications for Consideration
BA/BS degree required; MBA a plus.
10+ years of financial services experience preferably within the customer segments of Wealth & Asset Management.
Proven account management experience in a customer‑facing environment required.
Strong understanding of customers and their business model and workflows.
Demonstrated selling skills (identity, develop and articulate a complex proposition/consultative selling).
Strategic thinker.
Strong negotiation skills.
Experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions.
About InvestCloud InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. In terms of scale, the company’s clients represent more than 40 percent of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), the company is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse, which scale across the complete wealth continuum. In 2024, InvestCloud was named CNBC World’s Top Fintech Company, a proof point of the company’s commitment to innovation and client success. Headquartered in the United States, InvestCloud serves clients around the world. For more information, visit InvestCloud.com.
Our Values
Client Connected
Human Centered
Technology Forward
Respect + Integrity
Excellence
The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on the applicant’s geographic location. Salary range: $165,000 - $180,000.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review Know Your Rights notice from the Department of Labor.
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Responsibilities
Make the Client Happy
Driving Relationship Governance to ensure that we’re making the client(s) happy at a personal level
Connect with business sponsor on weekly basis while in delivery (monthly if not in delivery)
Maintain relationship powermap. If change in sponsors, build relationship with new sponsors
Identify personal win for client and drive alignment between InvestCloud and personal win
Driving Executive Governance – Enforce executive governance on a monthly basis (quarterly if not in delivery) to ensure alignment and resolution opportunities. Schedule a prep, ensure the right people are in the room from the client and from InvestCloud, issue meeting minutes
Build a long‑term trusted advisor relationship within accounts at C‑Suite and E‑Suite levels. Identify personal win for client and drive alignment between InvestCloud and personal win
Drive collection of NPS and related metrics
Drive Operational and Service Excellence
Ensure Alignment to Business Objectives: Understand the client’s business objective, ensure that the business objectives are being met (e.g., ensure that business KPIs are being met)
Manage Closure of Open Issues: Understand open issues and work with appropriate teams to drive closure
Escalate Timely and Effectively: Escalate outstanding issues to senior management, the appropriate escalation path, amber flag, red flag
Ensure SLAs are In-Line: Being aware when SLAs are breached, escalating through the appropriate internal and external channels
Do a weekly ticket review and work with the platform success team to drive ticket resolution
Defend Revenue
Manage Renewals: Manage the renewal process (timing, initiation, annual CPI increase, floor and incremental fees, liability clauses, interacting with legal, the art of negotiation) to drive new value to client and maximum ARR for InvestCloud
Manage Account Receivables: Ensure clients are paying and account receivables are current to drive optimal cash flow for InvestCloud
Monitor usage of current platform and take action to drive and grow usage
Grow Revenue
Maintain solid understanding of InvestCloud propositions to initiate conversations and raise interest.
Drive growth by expanding InvestCloud footprint within accounts in terms of client relationships and product.
Maintain and execute against account plan: develop, maintain, and execute on account plan.
Identify Upsell Opportunities: identify growth opportunities and collaborate with Sales to upsell/cross‑sell into the accounts.
Maintain white space on client.
Basic Qualifications for Consideration
BA/BS degree required; MBA a plus.
10+ years of financial services experience preferably within the customer segments of Wealth & Asset Management.
Proven account management experience in a customer‑facing environment required.
Strong understanding of customers and their business model and workflows.
Demonstrated selling skills (identity, develop and articulate a complex proposition/consultative selling).
Strategic thinker.
Strong negotiation skills.
Experience using analysis, reporting, modeling, and forecasting to gather data for the purpose of making business decisions.
About InvestCloud InvestCloud, a global leader in wealth technology, aspires to enable a smarter financial future. Driving the digital transformation of the wealth management industry, the company serves a broad array of clients globally, including Wealth and Asset Managers, Wirehouses, Banks, RIAs, and Insurers. In terms of scale, the company’s clients represent more than 40 percent of the $132 trillion of total assets globally. As a leader in delivering personalization and scale across advisory programs, including unified managed accounts (UMA) and separately managed accounts (SMA), the company is committed to the success of its clients. By equipping and enabling advisors and their clients with connected technology, enhanced intelligence, and inspired experiences, InvestCloud delivers leading digital wealth management and financial planning solutions, complemented by a dynamic data warehouse, which scale across the complete wealth continuum. In 2024, InvestCloud was named CNBC World’s Top Fintech Company, a proof point of the company’s commitment to innovation and client success. Headquartered in the United States, InvestCloud serves clients around the world. For more information, visit InvestCloud.com.
Our Values
Client Connected
Human Centered
Technology Forward
Respect + Integrity
Excellence
The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on the applicant’s geographic location. Salary range: $165,000 - $180,000.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr