Senior Client Manager-Relationship Management (State Street Bank and Trust Company; Burlington, Massachusetts): Will manage a book of Charles River Development (CRD) client relationships and will be responsible for client satisfaction, retention, and product adoption. Will be the primary contact for all client matters including interaction with other CRD business lines, revenue opportunities, and issue resolution.
Specific duties include: Managing a client base inclusive of CRD's largest and most complex strategic clients; contributing to client management team efforts outside of primary client management responsibilities (e.g. mentoring, recruiting, special projects, etc.); contributing to market and client intelligence for the client management group and account teams as well as issue collaboration; developing and utilizing relationships with key business stakeholders at Customers to obtain visibility in client long term planning, plus facilitate discussion between CRD and Client Executive Management team; being commercially aware and able to see the business strategy; leveraging sufficient business and industry knowledge to present a vision of the industry's direction as it relates to the client and their business; making sound decisions in difficult or ambiguous situations and defending positions despite the potential consequences; contributing to common client base topic and issue collaboration; assisting Sales team to identify and foster revenue opportunities including additional application modules, services, and training; maintaining frequent communication and collaboration with internal client account teams and business units; establishing long-term, strategic objectives for each client and measuring success against account plan goals; proactively assisting clients with issue resolution, information requests, and interaction with other CRD teams; maintaining a high touch engagement model with clients including regular onsite visits, project status calls, and executive engagements; sustaining a strong understanding of the Charles River IMS and keeping up to date with current versions and functionality; collaborating with account team to deliver important CRD messages to client decision makers; exercising good judgement and decision making in internal and client interactions; maintaining the accuracy of client information within CRD and capturing meaningful information and client interactions into our internal CRM solution, SalesForce. Travel [primarily domestic] 20% - 40% per calendar year
Minimum requirements are: Master's degree or equivalent degree in Finance, Business or a related field; plus 5 years of experience in Relationship/Client management or equivalent at a financial services/software firm. Alternatively, will accept a Bachelor's degree or equivalent degree in Finance, Business or a related field; plus 8 years of experience in Relationship/Client management or equivalent at a financial services/software firm.
Must have: Proven solid verbal and written communication skills including the ability to articulate issues, options and resolutions verbally and in writing; demonstrated ability to foster strong relationships with senior managers (C-Level) in large and small corporations; proven ability to navigate within customer organizations to identify key decision makers, users and influencers; proven ability to assess client satisfaction and value proposition achieved with technology solution; prior Relationship/Client management background or similar capacity; proactive account management skills and a track record of balancing the demands of multiple client accounts; solid understanding of the asset management industry and investment lifecycle inclusive of asset management security types, workflows, and data management; ability to navigate within customer organizations to identify problems and solutions; able to differentiate and work at strategic and tactical levels simultaneously; able to multi-task and manage simultaneous priorities without close supervision; proven organizational skills with attention to detail; self-motivation with the ability to operate independently and as a member of a team; and strong analytical and problem-solving skills. (Unless otherwise indicated, State Street is seeking the ability in the skills listed above with no specific amount of years of experience required. All experience can be gained concurrently.)
Apply online at statestreet.com/careers. State Street Job ID:
R-645627. An EOE.
State Street Global Advisors