Client Experience Management role

2 weeks ago

Sydney, Australia Perigon Group Full time

Seeking a Client Experience Management professional with previous experience in assisting clients within Managed Funds and EFTs for a 6-month contract with a global Investment Management firm. 

Unfortunately, your application will not be considered if you are on a working holiday visa.

  • 6-month fixed term contract (with possible extension)
  • Based in the CBD
  • $80-100k + super equivalent

You will be required to go through a background check if successful in the role, please only apply if you are comfortable with this. 

About the Role:
 As a Client Services Management (CSM) professional is to act as the bridge between our client and their clients, ensuring that they receive exceptional service, support, and value throughout their relationship with the business.

CSM professionals are responsible for onboarding new clients, addressing their needs and concerns, maintaining regular communication, and delivering tailored solutions. Working closely with clients to monitor satisfaction, resolve issues, and proactively identify opportunities for improvement or growth. In addition to ensuring seamless service delivery
 
Key Duties:

  • Guide new clients through the setup process, ensuring a smooth transition and understanding of the product or service.
  • Develop and maintain strong, positive relationships with clients through regular communication and personalised service.
  • Provide ongoing assistance, troubleshoot issues, and ensure quick resolution of client concerns.
  • Monitor client accounts, track progress, and identify opportunities for upselling, cross-selling, or improving the client experience.
  • Ensure the consistent, high-quality delivery of services or products, meeting agreed-upon standards and timelines.
  • Work proactively to address client needs and expectations, encouraging contract renewals, repeat business, and long-term loyalty.
  • Gather client feedback through surveys, meetings, or direct communication to identify areas for improvement.
  • Track client satisfaction, service performance, and key metrics to assess success and areas for growth.
  • Address and resolve any major issues or complaints by escalating them to the appropriate level and ensuring timely resolution.
  • Work closely with operations team to align client needs with company offerings and drive improvements.
  • Provide clients with resources, tutorials, or training to help them get the most value out of the product or service.

Qualifications:

  • A relevant tertiary qualification.
  • 5 years' practical experience in managing documentation and client services within a financial setting or similar.
  • Previously working within Funds is highly desirable
  • Proven ability to build and maintain relationships with clients and internal stakeholders.
  • Excellent skills in negotiation, influence, and presentation.
  • Strong analytical capabilities and attention to detail, with an ability to navigate complex environments.
  • Demonstrated capacity to work collaboratively and develop partnerships across diverse teams.

 
Please submit your resume through the link. 

Shana Perry - Perigon Group 

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