01Responsibilities
Strategic Relationship Management
Serve as the primary point of contact and trusted advisor for key stakeholders within the clients organization.
Conduct regular business reviews to measure ROI, track progress against strategic objectives, and ensure alignment with the clients goals.
Proactively identify potential challenges and implement solutions or enhancements to improve the client experience.
Product Adoption & Training
Advocate for the full range of platform features and capabilities to help clients optimize workflows and maximize value.
In partnership withTraining, develop custom training programs and best practices for clients, ensuring efficient and effective use of platform tools.
Use data analytics and user behavior insights to tailor training efforts and drive engagement.
Client Advocacy & Feedback Loop
Act as the clients voice within the organization, conveying client feedback, needs, and pain points to the Product, Engineering, and Leadership teams.
Collaborate with Product Management to influence feature development and prioritize enhancements based on client impact and strategic value.
Monitor industry trends and regulatory changes relevant to wealth management, advising clients and internal teams on potential adjustments or innovations.
Renewals & Growth
Own the renewal and expansion process, identifying upsell/cross-sell opportunities that align with client business objectives.
Develop and maintain account plans to achieve client retention, revenue growth, and expansion targets.
Negotiate contract renewals and expansions in partnership with the Sales team, demonstrating a clear ROI to client stakeholders.
Team Collaboration
Foster a culture of collaboration, knowledge-sharing, and continuous improvement across the Client Success team.
Lead or contribute to special projects focused on improving Client Success operations, processes, and tools.
Reporting & Analytics
Track and report on client health metrics, adoption rates, and satisfaction scores, using data to inform strategic decisions and priorities.
Present periodic client status updates to internal and external stakeholders, outlining achievements, challenges, and action plans.
Utilize client data to forecast potential risk areas and proactively devise mitigation strategies.
Physical Demands and Working Conditions:
Sit Frequent
Stand- Occasional
Walk - Frequently
Lift/Carry 0-20 pounds Occasional
Lift/Carry over 0-20 pounds - Occasional
Kneel/crouch, bend and /or stoop repeatedlyOccasional
Ability to travel 20-30% to Docupace offices and client sites
Reasonable Accommodations:
Applicants and employees who require reasonable accommodation to complete the duties and responsibilities described above should notify Human Resources.
Disclaimer:
The preceding job description has been .
