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About the role
- Junior Account Manager at FactSet enhancing client satisfaction and retention for LiquidityBook. Develops strategies, fosters relationships, and leads business reviews to maximize product value.
Responsibilities
- Embrace and promote our customer-first culture as an Account Manager on the LiquidityBook team.
- Develop and execute customer success strategies, analyze support data to identify trends, and help refine the customer journey for your assigned accounts.
- Apply targeted tactics to boost product adoption and enhance customer loyalty, directly impacting retention and reducing churn for your portfolio.
- Lead Quarterly Business Review (QBR) meetings with your LiquidityBook clients, capturing comprehensive notes and actionable feedback.
- Through QBRs, uncover specific issues, workflow enhancements, and overall product feedback, as well as recognize upsell and cross-sell opportunities (e.g., data, EMS/OMS/PMS, TCA).
- Implement process or configuration improvements tailored to individual client environments and needs.
- Act as an escalation point for your clients’ complex issues, coordinating with internal teams to deliver effective, timely solutions.
- Monitor and report on key performance indicators (KPIs) and health metrics (e.g., NPS, client satisfaction, churn reduction) for your accounts.
- Foster a feedback loop between your clients and our Front-office Product teams, supporting collaborative product development aligned to client objectives.
- Represent the Voice of the Customer in meetings, communicating client challenges and strategic feedback to FactSet.
- Cultivate strong relationships with key contacts at each client organization, reinforcing the partnership between FactSet and your clients.
Requirements
- 3 - 5 years in a client service role and technical account management, customer success
- Meticulous attention to detail, especially in client meeting documentation, while appreciating the broader context of client needs.
- Deep understanding of customer expectations and a passion for building long-term relationships.
- Ability to positively influence client retention by aligning product knowledge to client objectives.
- Interest or experience in sales, retention, and business growth.
- Exceptional interpersonal and relationship-building skills.
- Strong organizational and project management abilities.
- Outstanding verbal and written communication.
- Creative, resourceful problem-solver with a track record of delivering results.
- Bachelor's Degree in related field
Benefits
- Support for your total well-being. This includes health, life, and disability insurance, as well as retirement savings plans and a discounted employee stock purchase program, plus paid time off for holidays, family leave, and company-wide wellness days.
- Flexible work accommodations. We value work/life harmony and offer our employees a range of accommodations to help them achieve success both at work and in their personal lives.
- Career progression planning with dedicated time each month for learning and development.
- Business Resource Groups open to all employees that serve as a catalyst for connection, growth, and belonging.
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