Senior Client Engagement Manager

4 weeks ago

Toronto, Ontario, Canada Broadridge Full time

At Broadridge, we have cultivated an environment where our primary objective is to empower individuals to achieve greater success. If you are enthusiastic about advancing your career while assisting others in their journeys, we invite you to explore opportunities with our team.

Broadridge Advisor Solutions is in search of a Senior Client Engagement Manager with a robust background in digital marketing to support our website and content marketing clientele. If you possess experience in effectively managing extensive client relationships throughout the entire customer journey and leading a team of professionals, this position may align with your career aspirations.

Key Responsibilities

  • Contribute significantly to the development, execution, and advancement of the overall vision and strategic framework for the Client Engagement division, emphasizing a consultative and positive client experience while fostering strong relationships with key client stakeholders.
  • Drive client outcomes, enhance adoption rates, and elevate the overall client experience. Influence long-term value through increased product utilization, client satisfaction, and overall health metrics. Minimize churn and stimulate new business growth through enhanced advocacy. Collect feedback from clients for ongoing process, service, and product enhancements.
  • Maintain a deep understanding of industry trends, best practices, and the competitive landscape.
  • Manage and cultivate executive relationships with clients, including the handling of executive-level escalations.
  • Consistently exceed client expectations.
  • Define and refine the client lifecycle by implementing programs and initiatives aimed at improving engagement strategies based on client segmentation, while fostering a culture of continuous improvement.
  • Facilitate strategic planning discussions with senior enterprise stakeholders to ensure clients can fully leverage Broadridge to achieve their performance and operational efficiency objectives.
  • Oversee the client engagement team members: This role necessitates experience in people leadership. Mentor and coach team members to ensure high performance and consistent achievement of client expectations. Provide insights and recommendations for the continuous enhancement of the client engagement model, integrating processes, content, and data from stakeholders. Promote a collaborative culture within Broadridge and with clients. Implement operational practices to monitor team and individual performance. Encourage a culture of motivated and engaged associates who align with our organizational mission and vision. Address escalated client issues promptly, coordinating resources across the organization as necessary.
  • This role focuses on post-sales client engagement management and encompasses project management and technical support-related skills.

Qualifications

  • A minimum of 5 years of management experience leading teams in digital marketing, CRM, financial technology, SaaS, or enterprise software sectors.
  • A minimum of 5 years of experience leading client success managers, account management, or sales teams with a proven track record of managing distributed teams across diverse cultures, business lines, and geographical locations. Experience in professional services is advantageous.
  • Strong capability to create and deliver consultative presentations for clients and prospects.
  • Robust operational skills that support an environment of organizational efficiency and client satisfaction.
  • Demonstrated experience in analytical thinking, problem-solving, communication, delegation, and planning.
  • Ability to be flexible and agile in responding to changing business priorities and navigating ambiguity.
  • Experience successfully collaborating with senior (C-level) executives.
  • Provide digital marketing expertise to assist clients in achieving success through our industry-leading email campaigns, conversion-optimized websites, and/or multi-channel messaging products.
  • Proactively monitor and address client concerns and opportunities through both quantitative and qualitative channels, introducing innovative ideas to foster client success.
  • Establish strong relationships by maintaining high levels of engagement and communication.

Recruitment Process

During your application journey, you may be invited to connect with us virtually or in person. Our recruitment team will explain how hybrid interviews will be conducted throughout the recruitment process and will be available to address any inquiries you may have.

Background Check Process

Broadridge requires employees to undergo a background check conducted by one of our service providers. This service is utilized to complete the following verifications:

  • Employment verification
  • Education verification
  • Credit inquiry
  • Criminal record check

Workplace Flexibility

We are dedicated to supporting flexible work arrangements, investing in technology and resources to enable effective remote work whenever feasible.

This position is currently hybrid, necessitating a basic home office setup, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer committed to fostering a diverse and inclusive workplace, ensuring that equal employment opportunities are available to all individuals, regardless of race, color, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin. If you require any accommodations during the recruitment process, please inform our recruitment team.

#LI-Hybrid

#LI-RB1

Broadridge associates have envisioned our Connected Workplace - a work model that allows associates globally, depending on their role responsibilities, to benefit from both on-site and off-site work to support our clients, each other, and the communities where we operate. Our Connected Workplace is founded on the principles of FACS: Flexible, Accountable, Connected, and Supported, which reflects our commitment to our associates. FACS underpins our strong culture and enables us to achieve business objectives while promoting meaningful work-life integration for our associates.

We are committed to nurturing a diverse, equitable, and inclusive environment, ensuring a workplace that empowers associates to be authentic and perform at their best. We believe that associates can only excel when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its forms.

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