Enterprise Client Success Manager

2 weeks ago

Toronto, Ontario, Canada Broadridge Full time
About the Role

Broadridge is seeking an experienced Enterprise Client Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving customer outcomes, adoption, and experience.

Key Responsibilities

  • Develop and execute strategic plans to drive customer success, adoption, and retention.

  • Build and maintain strong relationships with senior-level customers and stakeholders.

  • Provide consultative guidance to customers on digital marketing strategies and solutions.

  • Collaborate with cross-functional teams to identify and address customer needs and pain points.

  • Develop and deliver presentations to customers and stakeholders to drive business growth and customer success.

  • Manage and nurture executive relationships with customers, including management of executive-level escalations.

  • Ensure customer expectations are exceeded consistently.

  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.

  • Drive strategic planning sessions with senior enterprise stakeholders to ensure customers can fully leverage Broadridge to meet their performance and operational efficiency goals.

  • Manage customer success team members: (This role will require people leadership experience.)

    Coach and mentor team to ensure members are high performing and consistently meeting or exceeding customer expectations.

    Provide insight and recommendations to continuously improve the customer success model, integrating processes, content and data to/from stakeholders.

    Foster a culture of collaboration within Broadridge and with customers.

    Drive operational practices to track performance of teams and individuals.

    Promote a culture of motivated and engaged associates who align to the mission and vision of our organization.

    Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate.

Requirements

  • Minimum of 5 years management experience leading teams in a digital marketing, CRM, financial technology, SaaS, or enterprise software company.

  • Minimum of 5 years of experience leading customer success managers, account management, or sales teams with demonstrated success managing distributed teams across cultures, lines of business, and geographies. Professional services experience is a plus.

  • Strong ability to create and deliver consultative presentations for customers and prospects.

  • Strong operational skills that will support an environment of organizational efficiencies and customer satisfaction.

  • Demonstrated experience in analytical thinking, problem solving, communication, delegation, and planning.

  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.

  • Experience successfully working with senior (C-level) executives.

  • Provide digital marketing expertise to help clients find success using our industry-leading email campaigns, conversion-optimized websites, and/or multi-channel texting products.

  • Proactively monitor and address customer concerns and opportunities through quantitative and qualitative channels, bringing new and fresh ideas forward to create client success.

  • Build strong relationships by maintaining high levels of engagement and communication.

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