Senior Client Success Manager

As a Senior Client Success Manager at FE fundinfo, you will be responsible for building and maintaining strategic relationships with our Nordic clients, leading service reviews, and ensuring that clients fully understand and utilize our products and services. Engaging proactively with internal teams to resolve client issues and support smooth product migrations will also be key responsibilities.

The essential skills for the Senior Client Success Manager role at FE fundinfo include strong customer-centricity, excellent communication abilities for influencing and presenting, the competence to interpret client data effectively, and the initiative to identify areas for improvement and drive change.

Candidates for the Senior Client Success Manager position at FE fundinfo should have a proven background in customer success within financial services, successfully partnering with both small and large customers across multiple solutions. A strategic and supportive partnership mindset is crucial to excel in this role.

At FE fundinfo, you can expect a supportive and inclusive work environment that values flexibility, collaboration, and professional growth. There are opportunities for hybrid work, team events, and comprehensive professional development programs.

Senior Client Success Managers at FE fundinfo enjoy a range of benefits, including 25 days of holiday, a company pension plan, health insurance, a monthly lunch contribution, and options for extensive family leave alongside additional perks like anniversary gifts and access to LinkedIn Learning resources.

To ensure customer satisfaction as a Senior Client Success Manager, it's important to actively listen to clients' needs, conduct regular service reviews, provide timely support, and maintain clear communication about how our products can address their challenges.

In such a situation, it's best to explain how you listened to the customer's concerns, actively worked to understand their issues, developed a tailored action plan, and successfully implemented changes based on their feedback to turn their experience around.

If a client isn't fully utilizing our services, I would first reach out to understand their challenges, then offer additional training or resources, and collaborate with them on an adoption strategy to demonstrate the potential value of our solutions.

Managing multiple client accounts requires excellent organizational skills. I prioritize tasks based on client needs, utilize CRM tools to track engagement, and ensure regular communication to stay ahead of any potential issues the clients might face.

Collaboration is key; I work closely with internal teams to address client issues promptly and leverage the expertise of various departments to enhance the overall client experience and optimize service delivery.

I measure the success of client relationships through key performance indicators such as customer satisfaction scores, client retention rates, and feedback received during service reviews.

Effective communication techniques include active listening, providing clear and concise updates, regularly checking in on client satisfaction, and adapting my communication style to match the client's preferences and needs.

Familiarity with the company's products and services is important. Researching beforehand, attending training sessions, and directly engaging with team members can ensure I provide accurate and helpful information to clients.

The biggest challenges include ensuring client engagement in a competitive landscape, adapting to rapid technological changes, and effectively addressing diverse client needs across various sectors.

I'm motivated by the ability to help clients achieve their goals, seeing their success as a direct result of the support I provide, and the opportunity to contribute to the growth of the business through strong client relationships.