Director, Account Management
4 weeks ago
At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
The Director, Account Management will be responsible for managing the overall relationship of specific accounts, helping clients achieve their business goals, and take maximum advantage of the products, services, and resources offered by Broadridge Financial Solutions.
The Director will partner with clients to understand their needs and develop Broadridge strategic account plans to meet and service those needs going forward. The Director will work within the Broadridge organization and across the Broadridge matrix to resolve client issues to ensure excellence in service delivery. The Director will also serve as the client’s advocate within Broadridge.
Client Relationship Management- Establish and maintain relationships with senior client executives- Cultivate relationships at a high level- Build and foster additional relationships across all areas of the firm (Operations, IT, compliance, risk, etc.) across all products- Solidify existing relationship- Meet with client’s senior management team on a regular basis to understand their business needs and to provide updates on our strategic initiatives- Communicate changes in the business environment to management at all levels where appropriate. These changes may occur at either the client or Broadridge.- Prepare/execute annual client strategic plans- Crisis Management- Motivate, train, discipline, coach, counsel
Manage Client Projects- Meet with all clients on a regular basis to address all open projects,- Meet with all clients to ascertain if Broadridge is meeting service expectations and address any downfalls
Product Sales (Value Added Products - VAP’s)- Identify and close additional revenue opportunities within existing client base- Introduce new products and services to existing clients to increase their operational efficiency- Conduct and coordinate product presentations when/where necessary- Negotiate pricing on product sales- Finalize all the appropriate documents in conjunction with Legal and Finance- Work closely with our Sales Team to identify revenue opportunities
Service Negotiations- Work with Finance and Legal on preparation of all pricing proposals and legal documents- Ensure service proposals meet Broadridge policy
Project Management- Analyze client business initiatives and determine action plan (may be part of strategic plan)- Oversee the project to ensure BR meets/exceeds all key milestones and expectations- Facilitate the initial project kickoff and help obtain the proper resources to accomplish goal- Conduct and coordinate both internal and client update sessions
Steering Committee/Subcommittees- Work with Executive Administration and assist in the managing of the quarterly Steering Committee and Subcommittees (Agenda, Guest Speakers, Minutes, Logistics, Presentations and Follow-up)
Conduct Client Satisfaction Surveys- Manage all aspects of the Client Survey (launch, prepare survey materials for distribution, tabulate results, etc.)- Review survey results with the client- Work with all areas of the organization to prepare survey response to all clients based on their feedback- Prepare action plans / Review action plans with client where applicable
Metrics- Establish a standard monthly set of firm wide metrics- Deliver monthly metrics to clients (MOR)- Review metrics with client on a monthly basis- Modify metrics as needed to address the changing conditions- Action plans (part of survey action plans) to remedy poor performing areas with updates monthly on current status
Account Receivables- Resolve discrepancies- Invoices reviewed for accuracy prior to client receiving the invoice- Perform contract review annually to ensure Broadridge is capturing revenue for service performed
Leadership- Set positive example- Motivate, train, discipline, coach, counsel- In conjunction with HR, conduct interviews for new hires
Basic Skill Level Requirements
**Education**:
- University Degree, MBA an asset, or equivalent experience
**Experience**:
- 10 years of Account Management experience within the Financial Industry, and a strong understanding of the Financial Industry
Communication Skills/Skills:
- Excellent written and verbal communication skills- Strong interpersonal skills with the ability to build positive business relationships- Proficient with Microsoft Excel & Word and knowledge of Access would be a definite asset- Possess well-developed negotiation/facilitation skills- Innovative thinker with proven problem solving skills- Strong planning, organizing and prioritizing ability- Proven track record of providing World Class Service- Self-starter with ability to work with mínimal supervision
Recruitment Process
Background Check Process
Broadridge requires employees to complete a background check that is comple
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