Client Success Senior Associate
On-site · Charlotte, North Carolina, United States
Job Summary
Senior Client Success Associate in Commercial & Investment Bank (CIB) leading up client relationships and servicing initiatives. Acts as a liaison among Bankers, Treasury Management Officers, Client Service, Implementations and KYC teams to deliver an enhanced client experience, supporting retention, growth and revenue expansion. Responsibilities include contributing to strategic client reviews and long-term planning, managing/escalating client issues, coordinating product implementations and service needs, preparing relationship review documents and data visualizations, maintaining ongoing relationship routines, coordinating large client implementations and migrations, collaborating with Risk on fraud prevention, assisting with RFP responses, aiding in sales pitches to prospects, and applying knowledge of treasury and cash management products to resolve set-up, invoice, and billing issues. Also coordinates onboarding of new-to-bank clients and periodic renewals with Banking and operational partners; requires ability to mobilize internal resources and work with cross-functional teams. Travel approximately 20% to visit clients and internal partners; role title and final grade determined at offer time.
Required Qualifications
- Bachelor’s degree and/or 3+ 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
- 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
- Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change
- Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions
Additional Requirements
- Not eligible for employer immigration sponsorship.
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