Associate Client Relationship Manager

3 days ago

Manila, National Capital Region, Philippines ECI Full time

Job Category: Customer Success Management

Requisition Number: ASSOC003923

Posted: February 7, 2025

Employment Type: Full-Time

Location: Manila, Philippines, Taguig City 1634, PHPPNS, PHL

About ECI

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. ECI provides stability, security, and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses.

The Opportunity: ECI has an exciting opportunity for an Associate Client Relationship Manager (ACRM). In this role, you will be a trusted advisor to our customers responsible for the relationship-focused management of ECI clients. The ACRM works with clients to understand their desired outcomes from ECI services and sets benchmarks for success. This role focuses on client satisfaction and retention through client recognition of ROI and CSAT focused strategies and reporting.

What you will do:

  • Manage day-to-day client success KPIs driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
  • Develop strong relationships with clients and have a deep understanding of their business's needs, challenges, and goals to identify new opportunities and initiatives that can bring maximum value to our customers.
  • Regularly meet with clients in-person and conduct QBRs.
  • Identify opportunities to optimize the client lifecycle from onboarding through renewal.
  • Work closely with teams across the organization to achieve high renewal rates with our customers.
  • Manage recurring cadence with clients to understand each client's desired outcome from ECI's services and proactively set personalized benchmarks for success.
  • Proactively follow up with customers to ensure a positive experience through Net Promoter Score and transactional CSAT surveys.
  • Maintain report of client's relationship status and proactively report on any relationship risks within assigned client base.
  • Develop and manage client service improvement plans, and effectively work with the needed internal departments to achieve agreed upon enhancements/deliverables.
  • Confirm during closure of onboarding projects with clients, what we've learned about the client, ensure alignment around goals and milestones, and align with the client on their client success plan.
  • Consistently meet and exceed goals and KPIs that are established for the CSM team.
  • Serve as the client's point of escalation on service inquiries as needed.

Who you are:

  • BA/BS degree in business or related field and/or equivalent experience.
  • 4+ years of Customer Success/relationship management experience.
  • Ability to interpret sales orders, SOWs, and invoices.
  • Excellent organizational and communication skills including client-facing interaction.
  • Broad knowledge of Microsoft Office products.
  • Ability to build C-level relationships at customers and across our organization.
  • Ability to grasp strong technical concepts and communicate them simply to customers.
  • Eagerness to learn new technologies and concepts.
  • Driven, self-motivated, enthusiastic and with a "can do" attitude.

Bonus points if you have:

  • Familiarity with Salesforce or similar CRM tool.
  • Experience with financial services/trading environments.
  • Experience working with buy-side firms.

ECI's culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more If you believe you'd be a great fit and are ready for your best job ever, we'd like to hear from you

Love Your Job, Share Your Technology Passion, Create Your Future Here

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