Client Success Manager

InvestCloud, Inc. • Warren Township, NJ

2d

About The Position

A 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 manages a defined book of business
aligned by customer segment within a geography and is 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.

What does a great Client Success Manager do?

A great Client Success Manager builds trusted, long-term partnerships with
clients, ensures day-to-day operational excellence, protects recurring revenue,
and grows InvestCloud’s footprint within each account by aligning our solutions
to client business outcomes.

How you will provide meaningful contributions:

Make the client happy

Drive relationship governance to ensure we are making clients happy at a
personal level:
Connect with the primary business sponsor on a weekly basis while in
delivery and monthly when not in delivery.
Maintain an up-to-date relationship power map across key stakeholders.
When sponsors change, proactively build relationships with new sponsors.
Identify each client sponsor’s personal win and drive alignment between
InvestCloud outcomes and that personal win.

Drive executive governance to keep InvestCloud and the client aligned on the
overall relationship:
Enforce executive governance on a monthly basis (or quarterly if not in
delivery).
Schedule and lead prep sessions, ensure the right stakeholders are in the
room from both InvestCloud and the client, and issue meeting minutes with
clear actions and owners.

Build long-term trusted advisor relationships within accounts at C‑Suite and
E‑Suite levels, consistently positioning InvestCloud as a strategic partner
rather than a vendor.
Drive collection of NPS and client feedback, ensuring follow-up on themes and
partnering with internal teams to address any detractors.

Drive operational and service excellence

Ensure alignment to business objectives
Understand the client’s strategic and operational objectives and how they
translate into measurable KPIs.
Ensure that InvestCloud solutions and services are continuously aligned to
those business objectives and that key KPIs are being met.

Manage closure of open issues
Maintain a clear view of open issues and risks across your accounts.
Partner with the right internal teams to drive timely closure and
communicate status clearly to clients.

Escalate timely and effectively
Identify when issues require escalation and follow the appropriate amber
flag / red flag escalation paths.
Engage senior management and cross-functional stakeholders as needed to
resolve critical problems.

Ensure SLAs are in-line
Monitor SLA performance; recognize when SLAs are at risk or breached.
Escalate through the appropriate internal and external channels and
coordinate action plans to restore performance.

Partner on ticket and incident management
Conduct a weekly ticket review and work closely with the Platform Success
and support teams to drive ticket resolution, trend analysis, and
preventative actions.

Defend revenue

Manage renewals end-to-end
Own the renewal process, including timing, initiation, and stakeholder
alignment.
Manage annual CPI increases, floor and incremental fees, and liability
clauses, partnering with Legal as required.
Lead renewal negotiations to create new value for the client while
maximizing ARR for InvestCloud.

Manage account receivables
Ensure clients are paying on time and that account receivables remain
current.
Partner with Finance and internal stakeholders to address delinquencies
and drive optimal cash flow for InvestCloud.

Monitor and protect platform usage
Track usage of the current platform and identify risks to adoption or
utilization.
Take proactive action to stabilize and grow usage to protect revenue and
client satisfaction.

Grow revenue

Maintain deep understanding of InvestCloud propositions
Develop and maintain a strong understanding of InvestCloud’s products and
value propositions.
Use this knowledge to initiate conversations, uncover pain points, and
raise interest in additional capabilities.

Expand InvestCloud’s footprint within accounts
Grow InvestCloud’s presence both in terms of client relationships (new
stakeholders, new lines of business) and product adoption (additional
modules, features, and services).

Maintain and execute against account plans
Develop, maintain, and execute on a clear account plan for each client,
including objectives, risks, white space, and growth strategies.

Identify upsell and cross-sell opportunities
Continuously identify opportunities to expand services, modules, and
solutions within the account.
Collaborate closely with Sales to qualify, shape, and close
upsell/cross-sell opportunities.

Maintain white space visibility
Maintain a clear view of white space within each client (unpenetrated
business units, workflows, or product areas) and prioritize actions to
capture that value over time.

Requirements

• 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.
• Strong understanding of clients’ business models and workflows, including how they create value and measure success.
• Demonstrated selling skills, including the ability to identify, develop, and articulate a complex proposition and perform effective consultative selling.
• Strategic thinker with the ability to connect day-to-day activities to long-term business outcomes.
• Strong negotiation skills, with experience managing complex commercial conversations.
• Experience using analysis, reporting, modeling, and forecasting to gather data and inform business decisions.

Responsibilities

• Drive relationship governance to ensure we are making clients happy at a personal level
• Drive executive governance to keep InvestCloud and the client aligned on the overall relationship
• Build long-term trusted advisor relationships within accounts at C‑Suite and E‑Suite levels, consistently positioning InvestCloud as a strategic partner rather than a vendor
• Drive collection of NPS and client feedback, ensuring follow-up on themes and partnering with internal teams to address any detractors
• Ensure alignment to business objectives
• Manage closure of open issues
• Escalate timely and effectively
• Ensure SLAs are in-line
• Partner on ticket and incident management
• Manage renewals end-to-end
• Manage account receivables
• Monitor and protect platform usage
• Maintain deep understanding of InvestCloud propositions
• Expand InvestCloud’s footprint within accounts
• Maintain and execute against account plans
• Identify upsell and cross-sell opportunities
• Maintain white space visibility

Benefits

• medical/Rx, dental, vision, disability, and life/AD&D insurance plans
• Flexible Savings Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Plan (EAP)
• health advocacy
• voluntary ancillary plans (accident, critical illness, hospital indemnity, legal, identity theft, auto/home, and pet insurance)
• 401(k) retirement savings plan with company match
• paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level