Open Roles

Client Success Associate

Company Description

ABOUT THIRD BRIDGE

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. To accomplish this, Associates seek to understand and surface client’s business priorities, breakdown challenges, apply logic, and identify the most effective ways to support the client. They are responsible for onboarding client users, proving the value of Third Bridge services, and stimulating client engagement with our products and services. In partnership with Account Managers, they also design and execute client engagement strategies in support of strategic account plans and evolving client needs. 

 

 

PRINCIPLE RESPONSIBILITIES

  • Build, develop and manage relationships with client users and key stakeholders ensuring they are successful in the utilization of their Third Bridge subscription; resulting in client satisfaction, retention, and growth

  • Introduce Forum services and capabilities to new client users to ensure fast adoption and product stickiness from the outset of a client’s Third bridge relationship

  • Consistently communicate and demonstrate value to end users, key stakeholders and decision makers across and in accordance with the client lifecycle

  • Partner with Account Managers to align engagement efforts to renewal objectives

  • Identify approaches that address the client’s challenges leveraging qualitative and quantitative problem-solving methodologies that serve to continuously improve client experience and client retention

  • Conduct regular retention and risk analysis of client book of business that provides insights into performance and key client engagement metrics

  • Originate opportunities to expand the user footprint within existing client teams, and for Account Managers to up-sell and cross-sell Third Bridge services

  • Identify root causes of client issues, working with internal and external stakeholders to develop mutually agreeable resolutions

  • Provide a central, immediate point of contact for Third Bridge Forum clients to submit requests/issues via phone, e-mail or web

  • Be the voice of the Client, and organize, analyze and share market feedback internally with the product and marketing organizations to assist in future roadmap features and product development  

  • Advocate internally for your clients, particularly for feature improvements that meaningfully solve for repeat use cases.

Qualifications

SKILLS & QUALIFICATIONS

  • 1+ years of relevant professional experience in client services, client support or relationship management (preferred, but we would also welcome applications from talented graduates)

  • Bachelor’s degree or equivalent experience required

  • Client-first mindset; superior client service ethic

  • Superior interpersonal and communications skills, both verbal and written

  • Problem solving and issue resolution skills

  • Proven track record of success fueled by a passion for delivering value to clients

  • Exceptional communication, collaboration, prioritization, problem solving, critical thinking, and influencing skills

  • Ability to multitask and prioritize on an ongoing basis to manage both proactive and reactive work

  • French and/or German language skills essential 

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.