Adviser Compliance Associates LLC Client Success Manager in New York, New York
The Client Success Manager is a service position primarily focused on client satisfaction and retention. A successful candidate will be skilled at building c-level relationships with new and existing enterprise clients, supporting the growth initiatives and activities of internal Account Managers, collaborating with internal delivery teams to ensure prompt delivery of projects and production support, prioritizing resources, and communicating with stakeholders. The Client Success Partner will work with our front-line support teams, our project execution teams, Finance, Operations, Marketing, and Sales to ensure world-class levels of client support, retention, and loyalty for their pool of clients.
What you'll do:
Work closely with Account Managers to manage and retain client relationships and build client loyalty
Develop and maintain understanding of the client's overall business, future plans, and potential needs
Maintain ongoing understanding of client's various engagements across ACA
Initiate frequent touches with clients to prove value and support increased loyalty
Proactively ensures client satisfaction through regular communication, NPS Closed Loop activities, scheduled touch-points, and relationship milestones
Maintains a comprehensive understanding of the entire ACA product suite and coordinates communication among the various business partners.
Coordinates client projects, resolution of critical service issues, and follow-up to quality survey feedback.
Determines the components of projects and prepares comprehensive project plan and scope of all required activities across product and service platforms.
Communicates status and next steps to the client and appropriate internal ACA partners.
Adheres to standard ACA tools and processes (i.e.., tracking calls in SFDC, case management, etc.). Produces detailed trip reports and distributes to all appropriate parties.
Act as primary escalation contact for small-to-mid level client questions and concerns
Partner with Account Managers on cross-sell and upsell activities to support growth of client relationships
To qualify for the role you must have:
3-5 years of customer support or sales experience
Client presentation experience to manage escalations, projects and support cross/upsell would be preferred.
Understanding of the financial services industry (desirable) Prior experience with SaaS (Software as a Service) and enterprise software (desirable)
Prior experience with professional services (desirable)
Skills and attributes for success:
Demonstrated professional integrity
Dependable, flexible, and adaptable to new ACA initiatives and changing client needs
Ability to exercise discretion and make independent judgments on matters of significance
Ability to work well in a fast-paced, small-team environment
Ability to work independently, multi-task, and prioritize effectively
Ability to establish and maintain effective working relationships with colleagues and clients
What working at ACA offers:
We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You'll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.
ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlphatechnology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.
What we commit to:
ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
ACA is an equal opportunity employer that values diversity. We conduct our business without regard to actual or perceived age, race, color, religion, disability, caregiver, marital or partnership status, pregnancy (including childbirth, breastfeeding, or related medical conditions), ancestry, national origin and citizenship, sex, gender identity and expression, sexual orientation, sexual and reproductive health decisions, military or veteran status, creed, genetic predisposition, carrier status or any other category protected by federal, state and local law. ACA is firmly committed to a policy of non discrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, recall, transfers, leaves of absence, compensation and all other terms and conditions of employment. Here at ACA, we have created a variety of programs to promote ACA’s culture of inclusivity and work hard to ensure that all of our employees have an equal opportunity to contribute to ACA and feel that ACA is exactly where they belong.