Client Experience Manager

Capital Economics; City of Westminster; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A financial services firm in the City of Westminster is seeking a Client Experience Manager to enhance client engagement and maximize the value of products. This role requires strong client success experience and excellent communication skills. Candidates should be adept at managing multiple accounts and passionate about advocating for client needs. The position offers world-class training and a hybrid work environment with generous leave benefits.

Benefits

World-class training

25 days annual leave plus birthday

Pension scheme

Life assurance

24 hour online GP

Employee Assistance Programme

Flexible working policy

Training & development

Maternity and paternity policies

Bike to work scheme

Thriving social committee

Qualifications

• 1+ years' experience in Client Success or Account Management in B2B Financial Services.
• Familiarity with macroeconomics desirable.
• Experience with value selling frameworks like MEDDPICC.

Responsibilities

• Own the end-to-end client journey from onboarding to renewal.
• Develop tailored success plans aligned to client metrics.
• Drive platform engagement and identify usage gaps.

Skills

Client Success experience

Communication skills

Problem-solving skills

Stakeholder management

Organizational skills

Proactive attitude

Passion for client advocacy

Tools

Salesforce

Tableau

Job description

Role Summary

As a Client Experience Manager at Capital Economics, you will play a pivotal role in ensuring our clients receive exceptional service and derive maximum value from their investment in our products. You will work closely with newly acquired and existing clients to understand their business needs, address critical pain points, and empower users to achieve their objectives by leveraging Capital Economics' insights, proprietary data, and direct access to our economists. You'll drive platform adoption and identify opportunities for growth across your accounts. The ideal candidate will have a strong background in client success, excellent communication skills, and the ability to build tailored solutions that align with individual user objectives. You will collaborate with internal teams to drive client engagement, revenue growth, and retention strategies that foster long-term partnerships. This role provides a strong foundation for progression into more senior client-facing positions. High performers will have the opportunity to take on increasingly strategic accounts, contribute to cross-functional initiatives, and grow into a Senior Client Experience Manager role.

Key Responsibilities

• Own the end-to-end client journey from onboarding through renewal, ensuring consistent value realization.
• Develop and execute tailored success plans aligned to client pain points, success metrics, and platform usage.
• Monitor client health scores and engagement metrics to proactively manage risk and retention.
• Drive platform engagement by identifying usage gaps and delivering targeted adoption strategies.
• Tailor onboarding and engagement strategies to user personas, ensuring relevance and impact across varied roles and use cases to maximise adoption.
• Regularly engage with and present to C-suite stakeholders, fostering strategic relationships while identifying and cultivating client advocates to support long-term partnership and account growth.
• Identify expansion opportunities and collaborate with internal teams to drive upsell/cross-sell initiatives.
• Apply MEDDPICC methodology to qualify opportunities, uncover pain points, and drive value realization.
• Use commercial playbooks to ensure consistency and compliance in client interactions.
• Demonstrate excellence in pipeline management, ensuring accurate forecasting, timely follow-ups, and strategic prioritization of opportunities across the client portfolio.
• Act as the voice of the client internally, providing structured feedback to Economist, Product, and Marketing teams.
• Participate in product ideation sessions to shape future product enhancements based on client needs.

Qualifications

• 1+ years' demonstrable experience in Client Success, Account Management or Client Experience roles in a B2B Financial Services environment.
• Experience with value selling frameworks (e.g., MEDDPICC) and commercial negotiation.
• Strong understanding of user engagement strategies and lifecycle management.
• Familiarity with macroeconomics and its relevance to financial decision making is desirable.
• Proficiency in CRM and analytical tools (e.g., Salesforce, Tableau).
• Excellent communication, stakeholder management and problem-solving skills.
• Organised, proactive and capable of managing multiple accounts simultaneously.
• Passion for delivering excellent service and advocating for client needs.

Benefits

• World-class training including comprehensive coaching on value selling, including AI-generated persona role plays.
• Good annual leave (25 days plus your birthday) & sick package (10 days).
• Salary sacrifice pension scheme
• Life assurance
• 24 hour online GP
• Health Assured (Employee Assistance Programme)
• Hybrid working
• Flexible working policy
• Training & development
• Good additional maternity and paternity policies
• Bike to work scheme
• Thriving social committee

Equal Opportunity

Capital Economics is committed to equality, inclusion and diversity. We encourage applications from all candidates regardless of ethnicity, religion or belief, gender, sexual orientation, age, disability or gender identity. If you need reasonable adjustments to be made to the application process to ensure you are not at a disadvantage to other candidates, please include this in your cover letter.