Client Success Manager – Associate

Client Success Manager – Associate

Requirements

• Associate degree or higher preferred in business, finance, accounting, or related field
• 1-5 years of customer service experience with primary responsibility of answering and resolving customer inquiries
• CEP Certification is preferred, not required. Level 1 required within 12 months of hire
• Self-motivated with the ability to effectively manage multiple tasks against tight deadlines
• A passion for providing proactive client-focused solutions
• Highly attentive to client needs and requests, while demonstrating effective prioritization, time management skills and solid judgment for escalating when appropriate
• Willing to go above and beyond, while maintaining a positive attitude
• Strong analytical, problem-solving skills, and proven attention to detail
• Disciplined in following processes, procedures and adhering to controls
• Able to work under pressure, retaining focus and positive attitude
• Ability to assist in the development and improvement of internal and external processes
• Fluency in written and spoken English is a must
• Demonstrated competency with common technology and technical concepts, including but not limited to email, internet, Excel, and Word
• Basic/intro level of knowledge of equity platform
• Basic/intro level of knowledge Equity Compensation Industry

Responsibilities

• Performs daily client procedures including but not limited to processing daily processes, assessing import errors and related fixes
• Performs monthly functions including, but not limited to monthly reconciliation of disposition records
• Performs the processing of Restricted Stock Releases or Stock purchases, as necessary
• Manages changes to Employee Stock Purchase Plan Enrollment, Online Grant Agreements, and Equity Plan reporting
• Processes timely and accurate data updates, data manipulation and data management by updating software per client instruction
• Identifies errors and potential issues, working collectively with other team members and internal stakeholders to find solutions; tracks open issues to resolution
• Effectively document and maintain client processes
• Monitors queues for new case assignments using tools such as Salesforce.com and Zendesk
• Utilize Salesforce.com application to create and mark completion of cases, document solutions, and update client records
• Develops and maintains long term client relationships, actively managing customer expectations to ensure maximum satisfaction with products and services
• Provides responses to customer inquiries in a manner that drives client satisfaction by consistently meeting SLAs
• Research and document solutions for issues raised by clients
• Troubleshoots and answers platform questions using probing and interview style questions
• Participates, as needed, in product testing and validation using product knowledge to identify and document bugs as well as suggest enhancements
• Lead client meetings at a frequency tailored to their specific needs, ensuring consistent communication, alignment on communication, and proactive support
• Stay informed about product updates and proactively share relevant changes or improvements with clients to ensure they received the full value and remain aligned with evolving solutions
• Proactively identify potential risks and implement strategies to mitigate them, ensuring the stability and success of client relationships and business success
• Any other activities as determined by organization

Preferred Qualifications

• Additional/expanded processing or operational responsibilities
• Must possess an intermediate understanding of the equity platforms to effectively support complex client needs
• Equity Compensation industry experience 2-5 years