Essential Registry Team Relationship Manager

In this position, you’ll be based in the Canton,MA office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

OUR VALUES

Our key values – Certainty, Ingenuity and Advantage – drive everything we do: you can count on us to deliver with precision and reliability, every time. We look beyond today’s problems to find tomorrow’s solutions, focusing on finding new and better way to unlock your competitive edge and help you achieve your business goals. We have a unique opportunity for someone to contribute their talents and strengths as an ERT Relationship Manager.

A ROLE YOU WILL LOVE

The Relationship Manager is the primary contact between Computershare Shareholder Services and its investor services clients. Basic Relationship Manager responsibilities include ensuring that clients receive the services they’ve purchased and that those services are delivered in a manner that meets and exceeds the clients’ expectations. The Relationship Manager also coordinates all major client activities and services by interfacing with other members of the Essential Registry Team, the client, and operational units and the entire organization as needed.  Additionally, in collaboration with all sales units, coordinate cross sells or up sells by introducing clients to additional Computershare products and services.

Primary Accountabilities

• Establishes a professional and trusting relationship with clients
• Ensures that clients’ service orders are accurately communicated and executed
•  Responds timely to client inquiries
• Monitors and manages client dividend declarations in conjunction with internal operational areas
• Ensures timely funding of services (i.e. dividends) to mitigate financial exposure
• Acts as the central point of contact/control for client annual meetings
• Attends client annual meetings
• Resolves client issues and documents service incidents, follows up with internal business units to secure responses and shares results with ERT Manager, Client and Senior Management
• Assists clients with special projects, expediting transactions, troubleshooting, problem solving, and servicing of all clients’ shareholder and participant accounts
• Ensures that clients are informed of changes in industry and regulatory environments and the direct impact on them
• Serves as a conduit to internal business units to ensure that client feedback on services is communicated timely and opportunities to improve performance can be leveraged
• Monitors revenue relative to forecast and make required adjustments
• Works with other Relationship Managers to ensure proper follow-through on clients’ requests
• Ensures accurate records (i.e. Authorized Capital, Treasury balance) by performing and assisting with reconcilement activities
• Maintains functional knowledge of Computershare’s processes, systems, products and services and communicate enhancements and modifications to clients
• Ensures collection of receivables in accordance with Computershare’s guidelines
• Identifies opportunities and, where possible, coordinates with sales, marketing and product associates in the delivery of additional products and services
• Coordinates with Manager, Finance, Legal and Sales associates where appropriate to determine the components of contract renewals
• Attends applicable webinar, product training, and technical training (as needed)
• Other duties or tasks as assigned by management.

WHAT WE NEED FROM YOU

• Accuracy and attention to detail
• Excellent verbal, written, and interpersonal communication skills
• Strong negotiation skills
•  Self-motivated, confident, outgoing, and positive
• Demonstrated ability to maintain confidentiality and use sound judgment, integrity, and honesty
• Ability to navigate multiple computer systems and programs
• Strong organizational skills
•  Results oriented
• Appetite for learning
• Ability to prioritize and manage multiple tasks consecutively
• Ability to work with a moderate degree of supervision
•  Problem solving
• Technologically Savvy -  Must be able to educate clients on a variety of technological tools and resources
• Customer Experience Management - Must implement strategies and techniques to ensure customers have a positive experience at every touch point.
• Business Acumen - Must possess the knowledge, insight, and understanding of business concepts, tools, and processes that are needed for making sound decisions and apply this knowledge approp