Client Success Manager
Description
We provide technology that community financial institutions use to manage risk and drive growth. Our solutions automate key processes – from anti-money laundering to fraud detection to CECL readiness to lending workflows – empowering our customers by addressing their Enterprise Risk Management needs.
This is an exciting opportunity for someone who is not only a master of their craft, but also shares our commitment to driving a strong company culture by putting their heart and soul into their work every day.
As a Client Success Manager, you will be responsible for building and maintaining strong relationships with our clients to drive their success and satisfaction with our products and services. Your goal will be to maximize client retention, expansion, and advocacy, ultimately driving revenue growth for the company. You will report to the Manager, Client Success and work closely with members of various departments within Abrigo to ultimately make sure that customers receive the most return on investment from their licensed solutions. This position will be based in Raleigh, NC, Austin, TX, or remotely.
What You'll Do:
- Own the entire customer experience for a portfolio of accounts establishing great relationships as a trusted/strategic advisor to deliver customer success & satisfaction.
- Collaborate with internal teams, including Sales, Product, and Support, to ensure seamless delivery of solutions to clients.
- Develop a deep understanding of our clients' business objectives, challenges, and pain points.
- Ensure clients receive derived value and optimal use from solutions purchased by carrying forward Client Success proactive communication mission, conduct regular business reviews and source client trainings to consulting resources from communication efforts.
- Drive client engagement by promoting Abrigo's educational events and resources.
- Proactively engage with clients to understand their evolving needs and identify opportunities for upselling or cross selling our products and services.
- Solve account level, as well as basic technical level issues related to our software and clients end systems
- Programmatically manage account escalations, past-due invoices, contracts and service agreements
- Detect, report, forecast, and mitigate client risk to identify and develop account planning to assist sales in enabling account growth
- Stay current on industry and suite of services and products to meet account needs
What You'll Need:
- 2+ years of experience in banking, finance, or technical product manager role preferred but not required.
- BA/BS degree or equivalent and 5+ years client service experience.
- Proven ability to manage multiple projects at the same time while also paying close attention to details.
- Proven experience in a client-facing role, preferably in the fintech industry.
- Excellent interpersonal and communication skills, both verbal and written.
- Demonstrated ability of improving retention within client base.
- Occasional travel required for team events to support engagement, relationship-building, and key decision-making
What You'll Get:
- Market competitive total rewards package
- To be part of the Heart & SOUL of a winning company with an inspiring mission
- The opportunity to Make Big Things Happen
- Competitive salary along with full health benefits with an HSA option
- Flexible PTO and bank holidays
- 401(k) plan and company match
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, age, genetic trait, sexual orientation, national origin, disability status, or any other characteristic protected by law. Abrigo is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] with the subject line accommodation.