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Senior Client Success Manager

Pontera is a fintech company revolutionizing retirement management. They seek a Senior Client Success Manager to build and maintain relationships with Enterprise partners.

Skills

  • Key account management
  • Channel sales experience
  • Excellent communication skills
  • Project management skills
  • High EQ

Responsibilities

  • Own relationships with C-level executives and senior decision makers at partner firms
  • Identify opportunities to expand business and deepen relationships with Enterprise partners
  • Work cross-functionally with Sales, Marketing, Product, and Customer Success
  • Develop and refine partner firm launch programs
  • Map partner organizations and develop deep expertise
  • Coordinate with sales and revenue operations
  • Maintain accurate notes and opportunities in Salesforce

Education

  • Bachelor’s Degree

Benefits

  • Competitive base salary
  • Equity grant participation
  • Comprehensive healthcare benefits
  • 401(k) with employer match
  • Paid parental leave
  • Professional development opportunities
  • Hybrid work model with generous PTO
To read the complete job description, please click on the ‘Apply’ button
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CEO of Pontera
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Yoav Zurel
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Average salary estimate

$150000 / YEARLY (est.)
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$150000K
$150000K

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What You Should Know About Senior Client Success Manager, Pontera

Pontera, a cutting-edge fintech company based in New York City, is on the lookout for a Senior Client Success Manager to elevate our partnerships with Enterprise clients. Our mission is simple yet powerful: to empower individuals to retire better by providing them with a robust software platform that simplifies the management of their retirement plans under the guidance of their trusted financial advisors. As a Senior Client Success Manager, you'll play a pivotal role in onboarding, maintaining, and cultivating key relationships with our enterprise partners, ensuring their success with our platform. Your experience in the Financial Services industry, particularly in channel partnerships, will be invaluable as you collaborate with C-level executives and senior decision-makers to drive strategy and revenue growth. This role is no ordinary 9-to-5; it involves coordinating efforts across marketing, sales, product, and customer success teams to enhance usage and retention of our services. You'll not only manage the relationships but also contribute to building training programs and materials that resonate with our clients' needs. We pride ourselves on our people-first culture, so this is not just a job—it's a chance to make a real impact in a fast-growing start-up environment where your expertise will drive us forward. If you have a strong EQ, a knack for collaboration, and a passion for helping clients achieve their retirement goals, Pontera is the place for you. Join us in our journey to redefine the fintech landscape, where your contributions will be recognized and valued.

Frequently Asked Questions (FAQs) for Senior Client Success Manager Role at Pontera
What are the responsibilities of a Senior Client Success Manager at Pontera?

As a Senior Client Success Manager at Pontera, your key responsibilities include managing relationships with C-level executives, identifying expansion opportunities, and coordinating resources across various teams to enhance our enterprise partnerships. You'll also be involved in developing onboarding programs, monitoring partner success metrics, conducting quarterly business reviews, and ensuring customer needs are met through effective collaboration.

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What qualifications are required for the Senior Client Success Manager position at Pontera?

To qualify for the Senior Client Success Manager role at Pontera, candidates should possess a Bachelor’s degree and have at least 8 years of experience in key account management, channel sales, or strategic partnership management. Familiarity with the Financial Services industry is advantageous, and former financial advisors often excel in this role due to their understanding of client needs and industry dynamics.

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How does Pontera ensure client satisfaction in the Senior Client Success Manager role?

At Pontera, client satisfaction is a priority for the Senior Client Success Manager role. You'll be responsible for effectively addressing any support requests, ensuring clients have the necessary resources to serve their customers, and providing valuable feedback to improve our platform. By consistently monitoring KPIs and engaging regularly with clients, you'll proactively foster relationships that lead to higher adoption and lower churn.

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What is the expected travel requirement for a Senior Client Success Manager at Pontera?

The Senior Client Success Manager role at Pontera includes a travel requirement of up to 20%. This travel may involve in-person meetings with clients, attending industry events, or coordinating alongside cross-functional teams to ensure successful partnership execution. Being willing to travel is an essential part of maintaining valuable client relationships.

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What kind of work culture can I expect as a Senior Client Success Manager at Pontera?

Pontera fosters a collegial and collaborative work culture, emphasizing fun and teamwork. As a Senior Client Success Manager, you'll enjoy a supportive environment that encourages professional growth and open communication. With frequent team events and initiatives focused on employee well-being and belonging, you'll find that your contributions are recognized and celebrated as we achieve shared goals.

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Common Interview Questions for Senior Client Success Manager
Can you describe your experience with account management in the financial services sector?

When answering this question, highlight specific instances where you've successfully managed key accounts, detailing the strategies you employed to enhance client relationships and drive revenue. Emphasize how your knowledge of financial services contributed to addressing clients' needs effectively.

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How do you approach building relationships with C-level executives?

For this question, discuss the importance of understanding the executives' priorities and concerns. Share your tactics for building rapport and trust, such as frequent communication, delivering personalized insights, and demonstrating a genuine interest in solving their challenges.

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Describe a time when you successfully expanded a partnership. What steps did you take?

Use the STAR method here—describe the Situation, Task, Action, and Result regarding a successful partnership expansion. Focus on your proactive approach in identifying opportunities, collaborating with teams, and ultimately achieving growth.

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How do you measure the success of a partnership?

Discuss key performance indicators (KPIs) you find most effective, such as client satisfaction scores, revenue growth, and retention rates. Explain how you use these metrics to gauge success and inform strategic decision-making within your partner accounts.

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What steps would you take to resolve a conflict with a partner?

Outline your conflict resolution strategy, emphasizing your approach to active listening and open dialogue. Describe how you would work collaboratively with the partner to find a mutually beneficial solution, maintaining a focus on long-term relationship strength.

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How do you prioritize multiple projects and client needs?

Discuss your project management methods, such as utilizing task prioritization frameworks (e.g., Eisenhower Matrix) or project management tools. Share how you stay organized and ensure that all client needs are met in a timely manner while achieving company objectives.

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What experience do you have with cross-functional team collaboration?

Give examples of how you've successfully partnered with teams such as sales, marketing, or customer success. Highlight the importance of effective communication and coordinated efforts in achieving client success and enhancing overall service delivery.

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Can you explain a challenging client situation you've faced and how you handled it?

Describe a specific challenging situation, focusing on your problem-solving skills and how you worked towards a resolution. Emphasize your resilience and creativity in overcoming hurdles while keeping the client's best interests at heart.

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What impact do you hope to make as a Senior Client Success Manager?

Share your aspirations for creating value for clients and driving growth for Pontera. Explain how your skills align with the company's mission and how you aim to enhance the client experience to contribute positively to the company's reputation.

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Why do you want to work with Pontera?

Tailor your response to showcase your enthusiasm for Pontera’s mission in the fintech space. Reflect on how your values align with the company culture and express your excitement about the opportunity to contribute to an innovative platform that truly impacts clients’ retirement outcomes.

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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$150,000/yr - $150,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
March 16, 2025

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