Relationship Manager, Client Experience

Responsibilities

• Book of Business Ownership — Serve as the named Relationship Manager for an assigned, tiered portfolio of accounts, ensuring each client has structured coverage appropriate to its size and complexity.
• Retention & Renewals — Own the renewal process across your portfolio, engaging proactively well ahead of contract dates to minimize churn and identify at-risk accounts early.
• Churn & Off-boarding Insights — Follow up with recently off-boarded clients to understand termination reasons, feeding those insights back into retention strategy and product intelligence.
• Usage & Health Monitoring — Track client usage trends across your book, flagging underutilization risk and surfacing expansion signals.
• Client Engagement — Maintain a consistent cadence of client touchpoints, including regular check-ins and quarterly business reviews, tailored to each account’s tier.
• Escalation & Internal Navigation — Act as the client’s advocate on complex issues, coordinating across Product, Technology, Operations, Legal, and Compliance to drive timely resolution.
• Commercial Alignment — Partner closely with Sales to identify and pass qualified expansion leads, ensuring a seamless handoff throughout the client lifecycle.
• Proactive Client Outreach — Stay ahead of new product features and enhancements relevant to each client type, and reach out directly to drive awareness and adoption.
• Lead or assist in the execution of the communication strategy for enhancements/changes made to products, policies, and fees – understanding the impact by client type.
• Product Intelligence — Serve as a voice of the client into product teams, systematically surfacing feedback, unmet needs, and market signals from day-to-day client interactions — including through client feedback surveys run in partnership with internal teams.
• Client Experience Contribution — Help identify and improve friction points across the client journey — from onboarding and adoption through renewal — and contribute to the team’s broader client-centricity efforts.
• Onboarding — Assist with onboarding new clients across products, including completing order forms and agreements, product training and understanding use cases, and addressing questions around fee.
• Operational Excellence — Maintain strong CRM discipline, keep at-risk account status current, follow up on billing delinquencies within your book, and report consistently against key portfolio metrics.

Requirements

• Prior experience in an account management, client success, or relationship management role within financial services.
• Experience with index, market data, and/or options products — direct exposure to one or more of these areas is strongly preferred.
• Established contact base and credibility within firms across the financial industry.
• Working understanding of the renewal lifecycle and commercial accountability within a subscription-based or recurring-revenue business.
• Strong executive presence and the ability to engage confidently with senior client stakeholders.
• Ability to manage a diverse, tiered book of business and juggle multiple client priorities and deadlines.
• Strong communication skills, including the ability to communicate to different audiences both verbally and in writing.

Preferred Skills

• BS degree preferred.
• 5-8 years of experience in financial services account management, relationship management, or client success.
• CRM proficiency (Salesforce preferred), with familiarity with Jira and Sigma a plus.
• Familiarity with Cboe products or exchange-related/market data products a plus.