Customer Success Manager (Investment and/or financial services)

Company Description

INFORMA CONNECT:

Home to over 1,000 talented and passionate individuals, Informa Connect is a global business which delivers world-class live events and outstanding digital content to markets across 30 countries. From Biotech and Pharma to pop culture, we connect hard and fast with businesses to create exciting on-demand experiences who expect the very best.

It’s fast-paced and freedom-focused. Which means you’ll have the space to bring ideas to life and see the impact of your hard work in real time. If you’re looking to make a difference, you’ll find the support you need at Informa Connect - our community works together to deliver amazing results and will celebrate in your individual success. Move forward, move fast.

ZEPHYR:

Zephyr is a digital financial services solution for investment professionals, trust officers, wealth managers, and financial advisors. The platform's suite of tools delivers comprehensive research, asset allocation modeling, manager screening, portfolio analytics, custom reports and more.

Job Description

Role Description: Customer Success Manager (CSM)

The Zephyr Customer Success Manager (CSM) plays a crucial role in ensuring client success by acting as a liaison between the client and internal teams. With a focus on capturing the Voice of the Customer (VOC), the CSM evaluates necessary actions and manages client-specific, tactical issues. The primary objective is to foster long-term relationships, maximize client satisfaction, and retain our current and future client base.

Responsibilities:

1. Client Engagement and Relationship Building:
   - Drive and assist in delivering success for clients, leading to contract renewals.
   - Promote maximum value from clients' investments in our services and subscriptions.
   - Collaborate with various teams, including Client Services, Sales, Account Management, Product, and Development.

2. Strategic Account Management:
   - Develop an overarching strategy for all accounts leading up to contract renewals.
   - Identify and address risks within accounts through strategic plans to ensure successful renewals.

3. Lifecycle Engagement:
   - Engage closely at all stages of the client lifecycle, from post-sale to onboarding and renewal.
   - Proactively follow up post-onboarding, address service requests, and introduce new product features.

4. Data Analysis and VOC Capture:
   - Analyze usage statistics within Zephyr to capture the Voice of the Customer (VOC) and plan for potential risks.
   - Monitor product evolution, tools, videos, learning sessions, etc., to enhance client value.

5. Cross-Functional Collaboration:
   - Collaborate with cross-functional departments to capture the VOC and provide feedback to individual contributors and managers.

6. Project Management and Sales Collaboration:
   - Drive client projects and serve as a Project Manager when necessary.
   - Develop opportunities and collaborate with Sales to close deals.

7. Risk Management and Reporting:
   - Manage risks, scope creep, and resets of client expectations during projects.
   - Align objectives with company goals and overcome obstacles to achieve them.
   - Create and deliver a monthly Executive Summary to upper management.

8. Representation and Travel:
   - Represent the business at trade events and client sites as needed.
   - Travel occasionally (less than 25%) and be open to potential night or weekend work.

9. Miscellaneous:
   - Perform ad-hoc tasks and additional duties as requested by the direct manager.

This comprehensive approach ensures that the Customer Success Manager contributes to the overall success of clients and the sustained growth of the business.

Qualifications

Education:  
  - Possession of a BS/BA from an accredited college/university.
  - 3-5 years of work experience in the investment or financial services industry.

Communication Skills:  
  - Demonstrates strong verbal and written communication skills, both internally and externally.

Presentation Skills:  
  - Exhibits strong presentation skills, occasionally requiring proficiency in PowerPoint.

Interpersonal Skills:  
  - Displays superb interpersonal and relationship-building skills.

Responsibility and Initiative:  
  - Capable of working independently with efficiency and responsibility.

Teamwork:  
  - Experienced in working effectively within a team setting.

Technology:  
  - Possesses a working knowledge of Microsoft Office applications and SFDC.

Time Management:  
  - Demonstrates the ability to adhere to timelines while effectively managing multiple tasks.

Organizational and Multi-Tasking Skills: