Client Relationship Manager

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:

ECI has an exciting opportunity for an experienced Customer Relationship Manager (CRM). The Client Relationship Manager is a trusted advisor to our customers and is responsible for the relationship-focused management of ECI clients. The CRM works with clients to understand their desired outcomes from ECI services and sets benchmarks for success. Client operational excellence focused strategies and reporting as measured by ROI and CSAT is a critical success factor in this role. Goals include not only account growth and retention but equally important is ensuring a continuous, exceptional experience for all ECI clients.

• Develop strong relationships with executive level decision makers and have a deep understanding of their business's needs, challenges, and goals to identify new opportunities and initiatives that can bring maximum value to our customers.
• Identify opportunities to optimize the client lifecycle from onboarding through renewal, inclusive of cross sell and upsell opportunities.
• Develop and manage client service improvement plans, and effectively work with the needed internal departments to achieve agreed upon enhancements/deliverables.
• Be an ECI product expert. Demonstrate an in-depth understanding of ECI solutions, enabling you to provide expert guidance and insights on how to maximize the value of our offerings. Inform customers of ECI's product roadmap and provide continuous customer feedback to ECI's Product team.
• Lead Account Planning activities, e.g., such as Roadmaps, Budgets, etc. with technical leadership to propose potential solutions leading to increased ROI and client satisfaction.
• Regularly meet with clients in-person and conduct QBRs.
• Manage recurring cadence with clients to understand each client's desired outcome from ECI's services and proactively sets personalized benchmarks for success.
• Maintain report of client's relationship status and proactively report on any relationship risks within assigned client base
• Manage day-to-day client success KPIs driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
• Identify and recruit satisfied customers to become advocates, participate in case studies and user communities, and refer ECI solutions to others.
• Confirm during closure of onboarding projects with clients, what we've learned about the client, ensure alignment around goals and milestones, reset expectations where there is any confusion, and align with the client on their client success plan.
• Serve as the client's point of escalation on service inquiries as needed.

• BA/BS degree in business or related field and/or equivalent experience
• 4+ years of Client Relationship Management / Customer Success experience
• Prior MSP experience and working knowledge of cloud services, systems integration, networking, etc. highly preferred.
• Ability to build C-level relationships at customers and across our organization.
• Ability to interpret sales orders, SOWs, invoices and effectively provide information/respond to questions from customers and other internal employees.
• Excellent organizational and communication skills including client-facing interaction.
• Broad knowledge of Microsoft Office products.
• Ability to grasp strong technical concepts and communicate them simply to customers.
• Eagerness to learn new technologies and concepts.
• Driven, self-motivated, enthusiastic and with a "can do" attitude.
• Ability to travel to client sites as needed inclusive of overnight travel.

• Familiarity with Salesforce or similar CRM tool
• Experience with financial services/trading environments
• Experience working with buy-side firms