Relationship Manager

Overview

The Client Coverage team is made up of professional, ambitious, detail-oriented, proactive and self-directed individuals responsible for successfully developing and maintaining strong client relationships across their growing client base, with the goal to up-sell the firm's products, translating into a high net retention rate.

The Relationship Manager is responsible for working closely with members of the Client Coverage team and across all business channels and should excel in the following areas :

Customer Obsession : Passionate about customer experiences and energized by engaging with clients in meaningful in-person and virtual interactions to drive revenue opportunities.

Relationship Builder : Empathetic listener who encourages trust in others and builds deep relationships with customers.

Value Orientation : Consistently oriented toward value creation for their clients and effectively communicates the value they have created to these customers.

Curiosity : Has an instinct to learn everything about their customers in the industry.

Project Management : Lead the implementation processes for Mid-market Fund clients (incl. pre-sales assistance as needed / from handover by Sales onwards), be a key point of contact for the customer during the Sales to Onboarding & Customer Experience handoff process.

Attention to Detail, Solution Focus : Ability to drill into detail and collaborate with internal key stakeholders with a sense of urgency to create solutions for issues presented through client escalations.

Deep Content Understanding and Sharing of knowledge : Assist in growing the business in this area via deep product, market and client knowledge.

You will be a key internal stakeholder in content creation to keep clients engaged online and offline and to inform about product updates and company developments, in driving client feedback and engagement across the business.

Empathy and Respect : Both internal and external, their foundations in the team begin with empathy and respect, which will lead them to success with their clients, and their colleagues.

Collaboration : Demonstrates the ability to work across a broad range of functions internally and externally to deliver value to their customers.

Self-Starter : thrives in a dynamic, fast-paced environment.

Stellar Communicator : Excellent written, verbal, and visual communication and presentation skills.

Responsibilities

Assist the Senior Relationship Manager in client facing activities intended to increase the net retention rate over time.

Collaborate with members of the Client Coverage team to maintain up to date information on all client accounts, as well as to set up and lead through data capture of renewal and expansion opportunities in Salesforce (SFDC), to ensure timely deal closings leading to keeping high retention rates.

Assist the Senior Relationship Manager in stewarding new and repeat customers through Flow's process from "signed" to "closed" deals.

Own issue resolution with clients being actively managed.

In collaboration with Marketing, assist in the development of customer facing materials aligned with Flow's strategic growth initiatives.

Assist the Senior Relationship Manager in creating strategic account plans in collaboration with Flow's top tier clients.

Working with the Senior Relationship Manager own specific key account relationships, executing against key account plans designed.

Assist in preparation for and participate in regular communications with all Flow clients (for example, updates on company and product releases) with the aim to develop trust and take on ownership of a portfolio of clients.

Log information from client calls to SFDC to document client interactions and coordinate Client Coverage team efforts in a timely manner to ensure all information is up to date and accurate.

Add client feedback to the Customer feedback channel to ensure Product and Engineering Partners are aware and are able to collate feedback in an effective and seamless manner.

Quarterback new deal implementation projects for new and existing clients.

Use Product expertise to develop deal and client related processes including collaboration across all Flow teams to manage client interactions.

Work with RM and Sales partners to help translate processes to SFDC.

Create templates as part of process needs.

Abilities & skills

Bachelor's Degree in Business, Finance or related field.

Minimum 3 years of experience in a high pressure customer service environment.

Strong knowledge of the private markets - fund operations and financial products related to private market funds.

A team player with excellent communication and listening skills along with the ability to thrive in a remote work environment.

Ability and confidence to interact with senior counterparties.

Accountability and a high sense of urgency towards issue resolution for clients.

Good mathematical skills, proficient with workplace software (Google, Slack, SFDC, Zendesk).

A positive attitude, strong work ethic and eagerness to learn.

Plenty of drive, initiative and motivation.

The ability to navigate through ambiguity in a high growth environment with high integrity, resilience and assertiveness.