Relationship Manager

About the role

We're currently setting up a new office in Cleveland, Ohio and initially, this role will be home-based. When our new office has opened, you'll transition to be based in the office for a minimum of three days a week, with the flexibility to work from home for some of your working week.

Responsibilities

• Manage a portfolio of clients (based on experience level) and act as the primary point of contact, ensuring high-quality service delivery and client satisfaction.
• Ensure clients receive the services they have purchased and that those services are delivered in a manner that meets and exceeds the clients’ expectations.
• Coordinate all major client activities and services by engaging with the client, with Computershare operational units and the entire organization as needed.
• Coordinate cross-sells or up-sells by introducing clients to additional Computershare products and services.
• Build and maintain strong professional relationships with assigned clients, serving as a trusted advisor.
• Manage client requests, transactions, special projects, and issue resolution effectively.
• Partner with internal teams to address client needs and drive continuous service improvements.
• Maintain knowledge of company products, services, systems, and relevant industry/regulatory developments.
• Identify and support cross-sell and upsell opportunities in collaboration with Sales and Product teams.
• Lead client business reviews and support strategic planning for key accounts.
• Ensure accurate maintenance of client records, invoicing, funding, revenue tracking, and collections.
• Support contract renewals and coordinate shareholder/stockholder meeting activities with relevant stakeholders.
• Participate in professional development initiatives and perform additional responsibilities as required.

Requirements

• Strong understanding of technical, industry, product, and client-related concepts, with the ability to apply this knowledge in a client-facing environment.
• Proven ability to build and maintain effective client relationships while supporting business growth, retention, and service excellence.
• Strong analytical and problem-solving skills, with attention to detail and the ability to resolve issues within established policies and procedures.
• Ability to manage client portfolios, ensuring high levels of satisfaction, service quality, and achievement of business objectives.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to handle both routine and complex client inquiries professionally.
• Collaborative team player who contributes to client initiatives, process improvements, and cross-functional projects to enhance overall business performance.
• Bachelor’s degree with 2+ years of relevant experience or an equivalent combination of education and experience; account management, client services, or project experience.

Qualifications

• Strong understanding of technical, industry, product, and client-related concepts, with the ability to apply this knowledge in a client-facing environment.
• Proven ability to build and maintain effective client relationships while supporting business growth, retention, and service excellence.
• Strong analytical and problem-solving skills, with attention to detail and the ability to resolve issues within established policies and procedures.
• Ability to manage client portfolios, ensuring high levels of satisfaction, service quality, and achievement of business objectives.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to handle both routine and complex client inquiries professionally.
• Collaborative team player who contributes to client initiatives, process improvements, and cross-functional projects to enhance overall business performance.
• Bachelor’s degree with 2+ years of relevant experience or an equivalent combination of education and experience; account management, client services, or project experience.

Skills

• Technical, industry, product, and client-related concepts.
• Client relationship building and management.
• Problem-solving and analytical skills.
• Portfolio management and service delivery.
• Communication and interpersonal skills.
• Collaboration and teamwork.
• Account management, client services, or project experience.

Benefits

• Paid parental leave.
• Flexible working.
• A caring and inclusive culture.
• Health and wellbeing rewards.
• Investment in your future with 401k matching.
• Income protection.
• Short and long-term disability benefits.
• Life insurance and supplemental life insurance.

Pay

Details of pay will be provided upon successful interview and offer of employment.

Schedule

The initial role will be home-based, transitioning to being based in the office for a minimum of three days a week, with the flexibility to work from home for some of your working week.