Client Services Representative managing relationships with international clients at a SaaS company. Responsible for customer satisfaction, onboarding, and promoting product adoption.
About the role
- Senior client service role at BNY fostering world-class client service across multiple products. Collaborating with clients and internal teams to enhance satisfaction and address complex issues.
Responsibilities
- Serves as a senior point of contact to clients on service issues and assists in developing strategy to deliver world-class client service across multiple products.
- Collaborates with clients and influences internal stakeholders to align client needs with BNY's commercial strategy.
- Proactively partners with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and suggesting opportunities.
- Ensures exceptional service meets client expectations across all products and services.
- Manage end to end client service and monitor client satisfaction.
- Work with clients to resolve complex issues across multiple products; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology).
- Ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
- Gain a deep understanding of client's business which will help identify opportunities to make it easier for clients to engage with us.
- Suggest opportunities for continuous service improvement, including digital adoption to foster the overall culture.
- Contribute to client growth by helping to identify opportunities for their success - resulting in protecting revenue of existing clients and identifying opportunities to support Client Coverage via service-led sales.
- Drive outcomes and as the central point of contact across business partners throughout the organization.
- Participate in client service activities related to sales support, including creation of RFPs and client visits.
- May attend conferences, seminars, industry events and client meetings. Modified based upon local regulations / requirements.
Requirements
- Bachelor's degree or equivalent combination of education and experience is required
- MBA preferred
- 5-7 years of total work experience in an operational area and/or client services preferred
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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