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Client Success Business Partner

3 weeks ago

Toronto, Ontario, Canada Broadridge Financial Solutions Full time

About the Role

Broadridge Financial Solutions is a global leader in financial technology, delivering solutions that drive digital transformation for banks, broker-dealers, asset and wealth managers, and public companies. We're seeking an Enterprise Client Success Representative to join our team.

As an Enterprise Client Success Representative, you will serve as the primary point of contact for Broadridge Advisor Solutions Enterprise clients at the home office level. You will be responsible for ensuring that the business value received from our customers' investment with us is continually nurtured and grown. This includes serving as a trusted advisor, leveraging technology and customer-centric focus to deliver measured business value and drive solution adoption and ultimate customer renewal and retention.

Key Responsibilities

  • Serve as the primary point of contact and trusted partner for Broadridge Advisor Solutions Enterprise clients at the home office level.
  • Triage client escalations and issues with speed and urgency, orchestrating resources across the company as appropriate.
  • Manage client engagements to provide an exceptional experience and program.
  • Develop and nurture exceptional relationships with clients.
  • Proactively identify unmet client needs and solutions to address with quality.
  • Collaborate with clients to achieve specific data and analytic business objectives.
  • Monitor product solution usage in a customer environment.
  • Drive customer outcomes, adoption, and continue to the overall client experience.
  • Gather feedback from clients for continual process, service, and product improvements.
  • Promote training and education to ensure successful customer onboarding and readiness.
  • Manage and optimize new client onboarding and ongoing program management.

Requirements

  • Bachelor's degree or equivalent experience preferred.
  • 4+ years of demonstrated Customer Success or Account Management experience in a high-growth SaaS environment, preferably with large Enterprise customers.
  • Direct experience working in Financial Services, Fintech, or Marketing.
  • Strong business acumen and a proven track record for providing strategic advice to customers and building sustainable customer relationships.
  • Exceptional communication and interpersonal skills.
  • Highly organized with excellent oral and written communication skills.
  • Ability to engage with all levels in an organization.
  • Strong client interfacing and client relationship building.
  • Strong to Advanced Microsoft Excel and PowerPoint skills.
  • Ability to manage time effectively, multitask and prioritize.
  • Strong problem-solving and analytical skills.
  • Must have reliable internet connection and ability to work well independently.