Open Roles

Manager - Client Success

Company Description

Third Bridge was founded on the belief that human insights drive intelligent investment decisions.

To make the right investment decisions, our clients require access to the most relevant experts and their insights – we enable this through private consultations and exclusive content drawn from expert interviews.

Our clients consist of some of the largest private equity funds, hedge funds, mutual funds and management consulting firms, who are serviced by a team of over 900 employees located across eight global offices.

Third Bridge operates in a global, multi-billion-dollar market with double digit annual growth and has consistently received accolades for Great Places to Work and the top 100 fastest growing companies. 

Job Description

POSITION OVERVIEW

The Client Success team is primarily responsible for ensuring that every Third Bridge Forum client receives value far exceeding their investment in Forum. The team directly works with Third Bridge clients to build lasting value-led relationships that ultimately lead to successful renewals. The Manager for Client Success is primarily responsible for coaching, motivating, and developing the Client Success Team members, in addition to driving the team’s activity production from a quality and quantity perspective to ensure the achievement of performance targets, ultimately contributing to the achievement of regional revenue and renewal goals. 

PRINCIPLE RESPONSIBILITIES

  • Lead a team of Client Success Associates to achieve weekly, monthly and quarterly key outcomes related to client user engagement and renewal performance

  • Directly manage, develop and coach Client Success Associates to grow their capabilities and foster movement in their career path, with a sharp emphasis on building professional and commercial skills

  • Lead the hiring & performance management of the team to align with business goals and needed business outcomes

  • Report and analyze overall client interaction and engagement metrics; set interim milestones for engagement targets; design and manage campaigns; redeploy resources as the business requires; and step in to help with user engagement as required

  • Steward adoption of core workflows, processes and supporting enablement tools and technology across the team; be responsible for Salesforce.com database integrity and compliance, helping with all levels of reporting as required

  • In collaboration with Commercial Leadership, architect, evolve and implement customer service approaches, workflows and processes to deliver superior and nuanced service across all client user experiences

  • Partner with regional counterparts to identify, share and implement best practices

  • Partner with Commercial Leaders, Marketing and Enablement to develop user engagement resources (e.g. campaigns, emails, merchandisers, etc.) and development resources (e.g. development plans, skills-based training, etc.) for team members to use

  • Partner with Account Managers to identify and resolve performance gaps or productivity issues within the Client Support team

  • Serve as a central escalation point to resolve complex client issues

CANDIDATE PROFILE

The ideal candidate will be a hands-on partner who moves easily from strategic/conceptual to tactical/operational issues and is not afraid to roll up their sleeves as required. The candidate should be a strong collaborator and communicator, with a demonstrated ability to influence and inspire others.  Adaptability to a fast-paced, changing environment is critical as is being comfortable with ambiguity. Lastly, the ideal candidate possesses a high sense of urgency and has personal accountability for their work and that of their team.

Qualifications

  • Bachelor’s degree or equivalent experience required

  • 5+ years’ experience in independent client relationship management or sales, ideally within financial markets

  • Experience managing a team of individuals to successful outcomes

  • Desire to succeed in a quota-driven sales environment for a high-growth, global company

  • Track record of leading regional commercial strategy development within a global business environment and with successful outcomes

  • Strong business acumen, with experience applying industry and product knowledge in written and verbal client communications

  • Successful past adoption and effective use of internal workflows, processes and technologies to accomplish work objectives; bias to collaborate with team members

  • Strong leadership, communication, active listening, interpersonal and presentation skills

  • Strong time management skills and strong attention to detail

  • Strong interpersonal and communication skills, with ability to build rapport quickly with team and internal partners as well as senior stakeholders; demonstrated success at working well across functions

  • Ability to handle sensitive staff issues both confidentially and professionally

  • Willingness to work outside the strict job description parameters, thinking creatively about how to provide the highest level of customer/member service & how to best partner with other key stakeholder groups across the business

  • Prior knowledge of Salesforce.com, Google Suite, and Microsoft Office Suite

  • Experience with Pardot & SalesLoft (or similar provider) preferred

Additional Information

The successful candidate must, by the start of the employment, have permission to work in the country they are applying.

We know that to be truly innovative, we need to have a diverse team around us. That is why Third Bridge is committed to creating an inclusive environment and is proud to be an equal opportunity employer. If you are not 100% sure if you are right for the role, please apply anyway and we will be happy to consider your application.