Enterprise Client Success Representative (Hybrid)

Broadridge; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company that values empowering others and fostering growth. As an Enterprise Client Success Representative, you will be the key point of contact for clients, ensuring they receive maximum value from their investments. This hybrid role involves building strong relationships, addressing client needs, and driving product adoption. You will leverage your communication and analytical skills to enhance client experiences and promote successful onboarding. If you're passionate about technology and customer success, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 4+ years in Customer Success or Account Management in SaaS.
• Experience in Financial Services, Fintech, or Marketing.

Responsibilities

• Serve as primary contact for Enterprise clients and manage escalations.
• Drive customer outcomes and enhance overall client experience.

Skills

Exceptional communication skills

Interpersonal skills

Organizational skills

Client relationship building

Problem-solving skills

Analytical skills

Time management

Microsoft Excel

Microsoft PowerPoint

Education

Bachelor's degree

Tools

Microsoft Office Suite

Salesforce

Confluence

JIRA

Churnzero

Job description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

The Enterprise Client Success Rep ensures that the business value received from our customer’s investment with us is continually nurtured and grown by serving as a primary point of contact for the day-to-day needs of the customer from a post-sales perspective. They have a core competency in serving as a business partner and trusted advisor to customers where they are passionate about leveraging technology and customer-centric focus to deliver measured business value and in turn, drive solution adoption and ultimate customer renewal and retention.

Key Job Functions/Responsibilities

• Serve as the primary point of contact and trusted partner for Broadridge Advisor Solutions Enterprise clients at the home office level.
• Triage client escalations and issues with speed and urgency, in accordance with SLAs, orchestrating resources across the company as appropriate. Become a Subject Matter Expert of our Platforms, Products and Services, and be able to articulate the value to our clients.
• Manage client engagements in order to provide an exceptional experience and program.
• Develop and nurture exceptional relationships with clients.
• Proactively identify unmet client needs and solutions to address with quality.
• Collaborate with clients to achieve specific data and analytic business objectives.
• Monitor product solution usage in a customer environment.
• Drive customer outcomes, adoption, and continue to enhance the overall client experience.
• Gather feedback from clients for continual process, service, and product improvements.
• Promote training and education to ensure successful customer onboarding and readiness.
• Manage and optimize new client onboarding and ongoing program management.

Basic Skill Level Requirements

Education:

• Bachelor’s degree or equivalent experience preferred.

Experience:

• 4+ years of demonstrated Customer Success or Account Management experience in a high-growth SaaS environment, preferably with large Enterprise customers.
• Direct experience working in Financial Services, Fintech, or Marketing.
• Strong business acumen and a proven track record for providing strategic advice to customers and building sustainable customer relationships.

Skills:

• Exceptional communication and interpersonal skills.
• Highly organized with excellent oral and written communication skills.
• High level of enthusiasm, initiative, commitment, and professionalism.
• Ability to engage with all levels in an organization.
• Strong client interfacing and client relationship building.
• Strong to Advanced Microsoft Excel and PowerPoint skills.
• Ability to manage time effectively, multitask and prioritize.
• Strong problem-solving and analytical skills.
• Must have reliable internet connection and ability to work well independently.

Tools:

• Microsoft Office Suite.
• Salesforce.
• Confluence.
• JIRA.
• Churnzero.

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

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