Client Success Manager

*This position is based out of our Westlake, OH office and will have a hybrid schedule after the training and probationary period.

JOB OVERVIEW

The Institutional Client Success Manager (CSM) effectively manages and supports Equity Trust Company’s (ETC) high value, Institutional clients. Delivers a next-generation client success experience by blending education (ETC policies, procedures, and online tools/resources) with an exceptional client experience, that demonstrates measurable results and long-term customer value.

RESPONSIBILITIES & DUTIES

• Manage a book of Institutional clients.
• Establish strong relationships with decision-makers and key influencers with top Institutional clients.
• Help clients set performance and processing goals and OBSESS over their success. Determine how ETC can help them meet their objectives, and create a plan based upon their goals.
• Assist in managing the lifecycle of your client portfolio, which will be a pipeline of high-impact projects or initiatives. Always looking for new ways to work smarter, increase your effectiveness and delight your clients.
• Oversee various projects occurring simultaneously across different departments to ensure that your client portfolio is progressing towards their goals.
• Relentlessly troubleshoot client challenges and design creative solutions to obstacles.
• Connect directly with investors as needed.
• Conduct weekly synchs, monthly check-ins, and Institutional Business Reviews (IBRs) with clients to ensure they receive maximum value.
• Assist on reporting the value of Equity Trust products (deepening products) and services (APIs) in weekly synchs, monthly check-ins and quarterly IBRs, as needed to clients.
• Own and tightly track escalations, tickets, cases, bugs, and ongoing projects.
• Uses systems (e.g., CRM) to track ALL client-related activities and deliverables.
• Your Key Performance Indicators (KPIs) will be focused on quality assurance (QA) scores, client satisfaction, client retention, and similar metrics.
• Aid Business Development and Leadership in retaining and increasing the revenue from your book of Institutional clients.
• Travel up to 5% annually to meet with clients (5-10 days annually).
• Provides guidance to Institutional CSM new hires, serving as a peer mentor.
• Participates in external events as needed while adhering to all travel procedures including attendance requirements, dress code, expense reporting, and handling of company property.
• Adapt to changes in the role as business needs change.
• Assists Institutional CSMs with research of escalated client questions or concerns and vets/acts as appropriate.
• Working knowledge of and ability to refer to IRS rules, regulations, and codes.
• Understands transactions and tax codes that result in 1099, 5498, and 990-T forms
• Perform other duties as assigned

QUALIFICATIONS

• 3+ years of Sales or Client/Customer Success experience; Institutional or Enterprise experience preferred
• Bachelor’s degree in business or related field preferred; three (3) years of experience in financial services industry may be considered in lieu of a degree.
• Strong communication skills, comfortable speaking with C-level executives
• Proven track record of delivering exceedingly high client satisfaction scores

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Intermediate level of proficiency in Microsoft Office, with a focus on Excel

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Attention to Detail
• Communicates Effectively
• Drives Results
• Time Management

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.