Client Success Specialist

Description

The Client Success Specialist at Cornerstone Advisors plays a crucial role in establishing and maintaining strong client relationships to enhance engagement with our services. This role involves designing and developing policies and procedures, conducting client training, diagnosing client concerns, and exceeding client expectations through effective engagement planning. The Client Success Specialist serves as the primary account manager, ensuring client satisfaction and compliance with regulatory requirements.

Knowledge and Skills

• Manage client assignments and engagements, ensuring clear communication of objectives, expectations, and KPIs.
• Plan and execute reengagement strategies for assigned clients, including retraining and refresher courses as necessary.
• Serve as the Subject Matter Expert (SME) in all client-facing applications and functionalities of Vendor Vault, supporting clients in understanding and utilizing these tools effectively.
• Lead new client implementations by coordinating communication, planning, and problem-solving efforts, aiming for successful implementations within 90-120 days.
• Provide consultative services to clients, identifying root concerns in vendor management and addressing issues proactively.
• Contribute to Vendor Vault enhancements and participate in User Acceptance Testing (UAT) for internal projects, ensuring continuous improvement aligned with client needs.

Qualifications

Minimum Qualifications

• Bachelor’s degree in Business Administration, Finance, or related field; or related experience.
• Prior experience in client management or related roles within the financial services industry.

Technical Skills

• Proficiency in Microsoft Office Suite: Expertise in using Excel, Word, PowerPoint, and Outlook for data analysis, reporting, documentation, and communication.
• Vendor Vault System Mastery: Deep understanding of Vendor Vault, including due diligence, contracts, new vendor selection, BIR, admin tools, reporting, and SSVRKs. Ability to train others and serve as a Subject Matter Expert (SME).
• Project Management Tools: Familiarity with project management software and tools for planning, tracking progress, and managing client implementations.
• Data Analysis and Reporting: Ability to analyze client data, generate reports, and provide actionable insights using various software tools.
• Adobe Software Proficiency: Capability to use Adobe Acrobat or other Adobe tools for creating, editing, and managing documents and presentations.
• Software Implementation: Experience in executing new software implementations, including planning, communication, and troubleshooting.
• User Acceptance Testing (UAT): Involvement in testing software enhancements or new features, ensuring they meet client requirements and function as intended.
• CRM Software Knowledge: Familiarity with Customer Relationship Management (CRM) tools to track client interactions, manage client data, and monitor engagement progress.

Soft Skills

• Effective Communication: Strong written and verbal communication skills to clearly convey ideas, expectations, and feedback to clients and internal teams.
• Relationship Building: Ability to develop and maintain strong, trust-based relationships with clients and colleagues, fostering collaboration and client loyalty.
• Empathy and Client Focus: Understanding and empathizing with client pressures, ensuring their needs and concerns are prioritized and addressed effectively.
• Problem-Solving: A natural curiosity and determination to find solutions, addressing challenges proactively and creatively.
• Critical Thinking: Ability to analyze situations holistically, consider various perspectives, and conduct what-if analyses to make informed decisions.
• Time Management and Prioritization: Effectively managing time and prioritizing tasks to meet deadlines and handle multiple responsibilities simultaneously.
• Adaptability: Flexibility in adjusting to changing client needs, industry trends, and internal processes, while maintaining a positive attitude.
• Attention to Detail: Precision in managing details to ensure accuracy in client interactions, reporting, and compliance with regulatory requirements.
• Collaboration and Teamwork: Working effectively with cross-functional teams, leveraging available resources, and contributing to shared goals.
• Initiative and Persistence: Demonstrating a proactive approach to tasks and challenges, with persistence in overcoming obstacles and finding the right solutions.
• Client-Centric Mindset: Always placing the client's needs at the forefront, striving to exceed their expectations and deliver exceptional service.
• Negotiation Skills: Ability to navigate and resolve conflicts, ensuring mutually beneficial outcomes for both clients and the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cornerstone Advisors provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, our firm complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.