Client Success Officer, Vice President

Job Responsibilities

• Contribute to strategic client reviews and long-term planning
• Partner with Banking and Sales on growth opportunities
• Manage/resolve client escalations and issues
• Help with the coordination and project management of product implementations and service related needs
• Aid in relationship review documents and visualizations from data sets
• Maintain ongoing relationship management routines
• Manage project meetings for large client implementations
• Create and manage planning for projects such as migrations, year-end pricing changes, etc.
• Work with Risk partners for certain elements of risk management including fraud prevention
• Coordinate and facilitate RFPs responses and participate in RFPs where applicable
• Coordinate with the banking team to participate in sales pitches for prospect clients
• Address and coordinate the set-up, invoice and billing for treasury and cash management products
• Work with the Banker and operational partners, such as Client Data Management Team, & KYC, to assist with the onboarding of new to bank clients and to assist with periodic client renewals

Required Qualifications, Skills And Capabilities

• Bachelor's degree and/or 5+ years of equivalent prior work experience in Business Operations / Client Services / Sales Support
• Comprehensive knowledge of Treasury Products and Services
• Proven client interaction skills to calibrate & manage client expectations
• Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change
• Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues
• Ability to motivate cross-functional teams and interact with all levels of the organization including senior management, sales, IT, operations and product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, compliance, etc.
• Working knowledge of Microsoft Office suite of products such as Project, Power-point and Excel
• Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions

Preferred Qualifications

• MBAPMP or other Project Management Certifications
• Ability to provide quantifiable management reporting