Client Success Officer, Vice President
On-site · Charlotte, North Carolina, United States
Job Summary
Client Success Officer (Vice President) responsible for serving as the primary liaison for Commercial & Investment Bank clients across the country, coordinating with Bankers, Treasury Management Officers, Client Service, Implementations, and KYC teams to enhance client experience, support retention and revenue growth, and facilitate successful onboarding and renewals. Key duties include contributing to strategic client reviews and long-term planning with Banking and Sales for growth opportunities, managing client escalations and issues, coordinating product implementations and service-related needs, generating relationship review visuals from data, maintaining ongoing relationship management routines, leading project meetings for large client implementations, coordinating risk management elements with Risk partners, assisting with RFP responses, supporting sales pitches to demonstrate value, handling setup, invoicing, and billing for treasury and cash management products, and collaborating with teams to onboard new clients and renew existing relationships. Required qualifications emphasize a bachelor’s degree and/or 5+ years in Business Operations / Client Services / Sales Support, Treasury product knowledge, strong client-facing skills, teamwork and conflict management, problem resolution, cross-functional leadership, data-driven management reporting, and proficiency with MS Office and collaboration tools. Preferred qualifications include an MBA and PMP or similar certifications. The role involves ~20% travel to visit clients and internal partners, and is not eligible for employer immigration sponsorship, with the office located in Charlotte, NC.
Required Qualifications
- Bachelor’s degree and/or 5+ years of equivalent prior work experience in Business Operations / Client Services / Sales Support
- Comprehensive knowledge of Treasury Products and Services
- Proven client interaction skills to calibrate & manage client expectations
- Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change
- Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues
- Ability to motivate cross-functional teams and interact with all levels of the organization including senior management, sales, IT, operations and product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, compliance, etc.
- Working knowledge of Microsoft Office suite of products such as Project, Power-point and Excel
- Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions
- MBA
- PMP or other Project Management Certifications
- Ability to provide quantifiable management reporting
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