Client Success Manager
Posted Updated
Description
- This position is based in Paris and reports directly to the Head of Client Success
- Develop scalable and automated client communication strategies in collaboration with the Product Development department, focusing on high-impact areas
- Oversee the Client Mailbox’s adherence to response timelines. Address escalated issues from Client Success Senior Associate and ensure resolutions are effectively communicated to clients
- Define and standardise processes for scheduling and conducting client meetings, ensuring they align with overall client success goals
- Spearhead efforts to automate repetitive tasks and client communication workflows, liaising with the Product Development department to implement advanced solutions
- Review Client Success Senior Associate updates on deliverables, analyse risks, and propose strategic adjustments to meet objectives
- Identify gaps in company-wide data structures, propose improvements, and coordinate with relevant departments to ensure alignment
- Lead discussions with Product Development based on client feedback, advocating for enhancements that improve satisfaction and platform utilisation
- Execution & Alignment: Drive results by executing complex projects and making data-backed decisions. When necessary, demonstrate the ability to “Disagree & Commit” for the overall benefit of the team’s objectives
- Ownership & Service Mentality: Take full ownership of tasks and projects with a proactive “Getting-Things-Done” mindset. Combine a strong service-oriented approach with problem-solving skills to challenge norms, propose solutions, and implement continuous improvements
- Open Communication: Provide fast, open, and constructive feedback. Acknowledge mistakes, learn from them, and proactively ask for help when needed, promoting a culture of trust and transparency
- Teamwork & Collaboration: Be an active team member who listens to colleagues, supports their ideas, and fosters a collaborative environment focused on achieving collective goals
- Domain & Tech Savviness: Bring a proven background in fund accounting or fund administration in Luxembourg, paired with a digital-first mindset and a strong familiarity with AI tools and emerging technologies to drive efficiency
- Adaptability & Growth: Demonstrate flexibility and adaptability when collaborating with stakeholders, embracing change, and navigating evolving project requirements