Enterprise Client Success Representative (Hybrid)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

The Enterprise Client Success Rep ensures that the business value received from our customer’s investment with us is continually nurtured and grown by serving as a primary point of contact for the day-to-day needs of the customer from a post-sales perspective. They have a core competency in serving as a business partner and trusted advisor to customers where they are passionate about leveraging technology and customer-centric focus to deliver measured business value and in turn, drive solution adoption and ultimate customer renewal and retention.

Key Job Functions/Responsibilities

• Serve as the primary point of contact and trusted partner for Broadridge Advisor Solutions Enterprise clients at the home office level.

• Triage client escalations and issues with speed and urgency, in accordance with SLAs, orchestrating resources across the company as appropriate. Become a Subject Matter Expert of our Platforms, Products and Services, and be able to articulate the value to our clients.

• Manage client engagements in order to provide an exceptional experience and program.

• Develop and nurture exceptional relationships with clients.

• Proactively identify unmet client needs and solution to address with quality.

• Collaborate with clients to achieve specific data and analytic business objectives.

• Monitor product solution usage in a customer environment.

• Drive customer outcomes, adoption, and continue to the overall client experience.

• Gather feedback from clients for continual process, service, and product improvements.

• Promote training and education to ensure successful customer onboarding and readiness.

• Manage and optimize new client onboarding and ongoing program management.

Basic Skill Level Requirements

Education:

• Bachelor’s degree or equivalent experience preferred

Experience:

• 4+ years of demonstrated Customer Success or Account Management experience in a high-growth SaaS environment, preferably with large Enterprise customers.

• Direct experience working in Financial Services, Fintech, or Marketing.

• Strong business acumen and a proven track record for providing strategic advice to customers and building sustainable customer relationships.

Skills:

• Exceptional communication and interpersonal skills

• Highly organized with excellent oral and written communication skills

• High level of enthusiasm, initiative, commitment, and professionalism

• Ability to engage with all levels in an organization.

• Strong client interfacing and client relationship building.

• Strong to Advanced Microsoft Excel and PowerPoint skills

• Ability to manage time effectively, multitask and prioritize.

• Strong problem-solving and analytical skills.

• Must have reliable internet connection and ability to work well independently.

Tools:

• Microsoft Office Suite

• Salesforce

• Confluence

• JIRA

• Churnzero

Recruitment Process

Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have. 

Background Check Process

Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Employment verification

• Education verification

• Credit inquiry

• Canadian criminal record check

Workplace Flexibility

We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible. 

At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

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Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.
We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates diversity in all its dimensions.