Senior Client Services Manager

About the role

As a , you will play a pivotal role in enhancing client relationships and ensuring the delivery of exceptional service. This position requires a strategic mindset and a proactive approach to managing client accounts, with a focus on understanding their needs and driving satisfaction. You will collaborate closely with various internal teams to ensure that client expectations are met and exceeded, while also identifying opportunities for growth and improvement within the service offerings.

Key facts

What you'll do

• Develop and maintain strong relationships with key clients, acting as their primary point of contact and advocate within the organization.
• Collaborate with cross-functional teams, including sales, product development, and marketing, to ensure seamless service delivery and client satisfaction.
• Analyze client feedback and performance metrics to identify areas for improvement and implement effective solutions.
• Lead onboarding processes for new clients, ensuring a smooth transition and integration into Cassini's services.
• Conduct regular check-ins and reviews with clients to assess satisfaction levels and address any concerns proactively.
• Create and present reports on client performance, service utilization, and opportunities for upselling or cross-selling additional services.
• Develop and implement client service strategies that align with Cassini's business objectives and enhance overall client experience.
• Stay informed about industry trends and best practices to provide clients with relevant insights and recommendations.
• Train and mentor junior client services staff, fostering a culture of excellence and continuous improvement within the team.
• Manage escalated client issues effectively, ensuring timely resolution and maintaining positive relationships.
• Participate in strategic planning sessions to contribute insights from client interactions that can inform product development and service enhancements.
• Represent Cassini at industry events and conferences, networking with potential clients and partners to promote the company's services.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• A minimum of 5 years of experience in client services, account management, or a similar role, preferably within the technology or financial services sector.
• Proven track record of managing high-profile client accounts and delivering exceptional service.
• Strong analytical skills, with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills, capable of building rapport with clients and internal teams alike.
• Demonstrated ability to manage multiple projects and prioritize tasks effectively in a fast-paced environment.
• Proficiency in CRM software and Microsoft Office Suite; experience with data analysis tools is a plus.

Nice to have

• Experience in the fintech or data analytics industry is highly desirable.
• Familiarity with project management methodologies and tools.
• Advanced degree or relevant certifications in client management or business administration.
• Multilingual abilities, particularly in languages relevant to Cassini's client base.

Skills & tools

• Strong problem-solving abilities and a customer-centric mindset.
• Exceptional organizational skills and attention to detail.
• Ability to work collaboratively in a team environment while also being self-motivated.
• Proficient in using CRM systems to track client interactions and manage relationships effectively.
• Familiarity with data visualization tools to present client performance metrics clearly.

Practical notes

• This role is based in New York, New York, and may require occasional travel for client meetings and industry events.
• Candidates should be prepared for a dynamic work environment where adaptability and innovation are key to success.
• Cassini values diversity and inclusion in the workplace and encourages applicants from all backgrounds to apply.
• Interested candidates can apply through the provided link: [Cassini Careers](https://cassini.bamboohr.com/careers/123).

Join Cassini as a Senior Client Services Manager and be part of a team that is dedicated to delivering outstanding service and innovative solutions to our clients. Your expertise will help shape the future of client engagement and satisfaction at Cassini.