Client Service Manager

• Lead and manage the Client Service team.
• Provide guidance and mentorship to Service Associates, and others as a leader in the organization.
• Collaborate with the Head of Client Success to align support and service strategies with overall organizational goals, and support continuous improvement.
• Continuously expand your knowledge of CRM and Portfolio Management features, updates, and best practices.
• Contribute to the development and enhancement of knowledge base articles, training materials, and process improvement initiatives for all products, ensuring they are up-to-date and effective.
• Recruitment and onboarding of new service team members.
• Facilitate a culture of continuous learning, collaboration, and excellence within the service team.
• Create a culture that high performers want to be a part of.
• Other responsibilities and projects as assigned by supervisor or manager.
• Foster a positive work culture that encourages employee engagement and alignment with company values.
• Support the development and implementation of organizational strategies and objectives.

• Foster team morale and engagement and implement activities to ensure a positive work environment.
• Assess the team's proficiency in providing guidance and service for all AdvisorEngine products, contributing to complex case resolutions.
• Oversee the team's success. Identify strengths within the team, foster professional development, and prepare team members for advanced roles.
• Evaluate the team's agility in adapting to change and product updates and their ability to guide clients through the impact of product enhancements.

• Measure overall team performance, including ticket resolution times, client satisfaction scores, adherence to SLAs, and other metrics.
• Ensure team objectives align with organizational goals and contribute to strategic initiatives.
• Review and analyze client feedback related to the support provided by the team, identifying areas for improvement and implementing corrective actions.
• Develop and implement a comprehensive performance measurement strategy for the Client Support team. This includes determining key metrics, benchmarks, and evaluation criteria aligned with organizational goals.
• Regularly assess the effectiveness of current performance measures and make data-driven recommendations for adjustments. Stay informed about industry best practices in service performance metrics.
• Ensure that chosen performance measures directly align with the strategic goals of the organization. Collaborate with leadership to make adjustments based on evolving business objectives.
• Utilize data analysis tools and reporting mechanisms to provide regular insights into team performance. Present findings to relevant stakeholders and leadership, facilitating informed decision-making.
• Establish effective feedback mechanisms, including regular surveys and client feedback analysis, to inform performance measures. Use client insights to enhance the relevance and accuracy of evaluation criteria.
• Communicate key performance indicators (KPIs) clearly to the support team, ensuring everyone understands their role in achieving and exceeding established metrics.
• Foster a culture of accountability and continuous improvement.

• Proven experience in a support management role, preferably with exposure to multiple products.
• Knowledge of ticketing systems such as Zoho, Zendesk, JIRA or related products.
• Strong leadership and team management skills, with an emphasis on mentorship and development.
• Analytical mindset with a focus on process optimization.
• Excellent communication and interpersonal skills.
• Ability to collaborate with other teams to drive overall client success.
• Familiarity with fintech products and the ability to adapt to evolving features and technologies.

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