Supervisor, Client Success Management
Location
Westlake, OH | United States
Job description
*This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after probationary period.
JOB OVERVIEW: The Supervisor, Client Success Management (CSM) supervises a team of Client Success Managers, monitors staff activities and interactions to ensure high quality Institutional client experiences, and ensures the team is adhering to operational controls, corporate and regulatory policies, and procedures to ensure the safety and security of Institutional clients, investors, and Equity Trust Company (ETC) assets.
RESPONSIBILITIES & DUTIES: - Supervises team of Client Success Managers
- Mentors and cultivates a high-performing team of Client Success Managers
- Ensures performance objectives are communicated and executed
- Evaluates CSM performance by actively participating in external meetings and monitoring client communications
- Provides performance feedback and developmental coaching on a regular basis to support CSMs in achievement of individual and departmental goals
- Serves as the primary point of contact for the CSM team, internal partners, and Institutional clients for issues and concerns that may impede Equity from meeting established service level agreements
- Guarantees escalated issues are appropriately tracked, attended to, and resolved
- Partners with internal and external stakeholders to troubleshoot client challenges and design creative solutions to obstacles
- Leads efforts to increase team effectiveness and delight clients
- Communicates root causes to clients in non-technical/easy-to-understand terms as required
- Drives Institutional Client Retention and Growth
- Builds strong rapport with Institutional Client leadership teams
- Partners closely with Sales Leadership and other stakeholders on evaluating client success metrics, KPIs, trends, and developing and executing strategies to improve the customer journey and satisfaction.
- Supports internal business planning and forecasting processes through intimate knowledge of Institutional relationships and uncovering deepening opportunities
- Optimizes client engagement models to drive adoption of new products and services, and retention
- Works closely with Client Succes Managers to develop custom strategies to provide success to top clients
- Serves as a subject matter expert to provide, proof, and edit content of documented procedures, training, and related materials
- Perform other duties as assigned
QUALIFICATIONS:
- Bachelor's degree required, MBA or Masters a plus
- Minimum 3years’ supervisory experience inCustomer Success or related field
- Financial services industry experience preferred
PROFESSIONAL CERTIFICATIONS:
TECHNICAL SKILLS:
To be successful in this role, you should have experience with and an understanding of the following:
- Intermediate-level proficiency in Microsoft Office
CULTURAL COMPETENCIES:
In addition to our core company competencies of Cultivates Innovation , Nimble Learning , Action Oriented , Collaborates , and Being Resilient , a successful candidate in this role should exhibit the following behavioral competencies:
- Balances Stakeholders
- Builds Effective Teams
- Directs Work
- Instills Trust
PHYSICAL DEMANDS/WORK ENVIRONMENT:
This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.
DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT: The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.
Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. If you have a disability that requires accommodation or paper application, please contact us at [email protected] . About Equity Trust: Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.
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