Client Success Manager

The Opportunity:

The Client Success Manager is a service position primarily focused on client satisfaction, growth, and retention. A successful candidate will be skilled at building c-level relationships with new and existing enterprise clients, supporting the growth initiatives and activities of internal Account Managers, collaborating with internal delivery teams to ensure prompt delivery of projects and production support, prioritizing resources, and communicating with stakeholders. The Client Success Manager will work with our front-line support teams, our project execution teams, Finance, Operations, Marketing, and Sales to ensure worldclass levels of client support, retention, and loyalty for their pool of clients.

What you’ll do:

• Work closely with Account Managers to manage and retain client relationships and build client loyalty.
• Develop and maintain understanding of the client’s overall business, future plans, and potential needs.
• Maintain ongoing understanding of client’s various engagements across ACA.
• Initiate frequent touches with clients to prove value and support increased loyalty.
• Proactively ensures client satisfaction through regular communication, NPS Closed Loop activities, scheduled touch-points, and relationship milestones.
• Maintains a comprehensive understanding of the entire ACA product suite and coordinates communication among the various business partners.
• Coordinates client projects, resolution of critical service issues, and follow-up to quality survey feedback.
• Determines the components of projects and prepares comprehensive project plan and scope of all required activities across product and service platforms.
• Communicates status and next steps to the client and appropriate internal ACA stakeholders.
• Adheres to standard ACA tools and processes (i.e.., tracking calls in SFDC, case management, etc.).
• Produces detailed trip reports and distributes to all appropriate parties.
• Act as primary escalation contact for small-to-mid level client questions and concerns.
• Partner with Account Managers on cross-sell and upsell activities to support growth of client relationships.
  
  

To qualify for the role you must have:

• Bachelor’s Degree
• 3-5 years of delivery, customer support, or sales experience
  
  

Ideally, you’ll also have:

• Client presentation experience to manage escalations, projects and support cross/upsell would be preferred.
• Understanding of the financial services industry (desirable).
• Prior experience with SaaS (Software as a Service) and enterprise software (desirable).
• Prior experience with professional services (desirable).
  
  

Skills and attributes for success:

• Demonstrated professional integrity.
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs.
• Ability to exercise discretion and make independent judgments on matters of significance.
• Ability to work well in a fast-paced, small-team environment.
• Ability to work independently, multi-task, and prioritize effectively.
• Ability to establish and maintain effective working relationships with colleagues and clients.
  
  

What working at ACA offers:

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes an annual discretionary bonus, pension, private medical insurance, group life insurance, group income protection, subsidized corporate gym membership, season ticket loan, employee assistance programme, and more. Our time off options include up to 26 days of annual holiday allowance and statutory bank holidays, as well as days off for your work anniversary, career development, and volunteering.

About ACA:

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

What we commit to:

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.