Vice President, Client Service Management

BNY Mellon; Northern (KY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

BNY Mellon in Berwyn, PA is seeking a Vice President, Client Service Management (Account Manager) to serve as a strategic contact for assigned clients leveraging Archer product and services. You will address client needs and develop strategies that deliver exceptional service across Managed Account Solutions.

In this role you’ll build trusted partnerships with client executives, lead service reviews, manage escalations, and coordinate across internal teams to ensure on-time delivery and aligned

Qualifications

• 7+ years of client relationship/account management or similar role.
• Experience with SMAs or asset management preferred.
• Demonstrated ability to manage complex client issues across cross-functional teams.
• Strong written and verbal communication skills.
• C-suite relationship exposure is a plus.
• Strong organizational and time-management skills.
• Willingness to travel 10–20%.

Responsibilities

• Serve as primary contact for assigned clients and oversee day-to-day relationship management.
• Build and maintain trusted client relationships as their adviser.
• Manage escalations and work with internal teams to resolve issues.
• Develop and execute client service strategies to support retention and growth.
• Lead client meetings and service reviews, reporting priorities and progress.
• Coordinate client initiatives across stakeholders to ensure delivery.
• Understand each client’s business to identify opportunities for growth and align on SLAs.
• Collaborate across teams to identify trends and drive service improvements.
• Prepare client-facing materials and performance reporting.
• Represent the organization in client and industry settings.
• Evolve the client service model, governance, and SLA enhancements.

Skills

Client relations

Account management

Communication

Problem solving

Stakeholder influence

Organizational skills

Strategic thinking

Time management

Education

Bachelor’s degree in Finance

Job description

We’re seeking a future team member for the role of Vice President, Client Service Management (Account Manager) to join our Managed Account Solutions platform. This role is located in Berwyn, PA.

As a Vice President, Client Service Management (Account Manager), you serve as a strategic point of contact for assigned clients leveraging Archer product and services. In this role, you will help address client needs and develop and execute strategies that deliver an exceptional client experience across Managed Account Solutions.

You will be responsible for establishing and maintaining trusted, consultative business partnerships with client executive counterparts. Day-to-day responsibilities include responding to client inquiries, driving service delivery solutions, identifying risks, championing retention efforts, and supporting the expansion of the overall business footprint. Internally, you will influence stakeholders, resolve complex issues, and manage escalations across your Client Service Diamond.

In this role, you’ll make an impact in the following ways:

• Serve as the primary contact for assigned clients, delivering a high-quality client experience and overseeing day-to-day relationship management.
• Build and maintain strong client relationships, acting as a trusted advisor and advocate for client needs.
• Manage complex client issues and escalations, partnering with internal teams to drive timely and effective resolution.
• Develop and execute client service strategies that align with client goals and BNY’s commercial strategy to support retention, satisfaction, and growth.
• Lead client meetings, service reviews, and ongoing communications to provide updates on priorities, initiatives, and platform enhancements.
• Own and coordinate client initiatives across internal and external stakeholders to ensure successful delivery and alignment on key commitments.
• Develop a strong understanding of each client’s business to identify opportunities for improved service, adoption, and strategic growth; includes managing client master agreements and service inventories; supporting alignment on service levels, deliverables, and best practices.
• Partner across teams to identify trends and implement improvements that proactively enhance the client experience and strengthen service delivery.
• Support the development of client-facing materials, including performance reporting, service documentation, and other relationship management deliverables.
• Contribute to a collaborative team environment by sharing knowledge, supporting colleagues, and representing the organization in client and industry settings as needed.
• Help evolve the client service model, including service commitments, governance routines, and SLA enhancements.

To be successful in this role, we’re seeking the following:

• Bachelor’s degree in Finance, Business Administration, Accounting, or a related field, or the equivalent combination of education and experience.
• 7 or more years of relevant experience in client relationship/account management, client service, or a similar externally facing role required; broader industry experience strongly preferred.
• Experience with SMAs, managed accounts, separately managed accounts, or asset management is preferred.
• Experience managing complex client issues and coordinating resolution across cross-functional teams.
• Proven ability to build and maintain long-term client partnerships and partner with senior stakeholders; C-suite relationship exposure is a plus.
• Experience supporting strategic initiatives, projects of varying scale, service reviews, and continuous improvement efforts.
• Strong client relationship management and account management capabilities.
• Excellent problem-solving and issue-resolution skills.
• Strong verbal and written communication skills.
• Ability to influence stakeholders and coordinate across multifunctional teams.
• Strong organizational skills and follow-through with ability to prioritize multiple tasks and manage time effectively.
• Commercial awareness and strategic thinking.
• Ability to work both collaboratively and independently with minimal oversight.
• Expected travel is approximately 10% to 20%.