Relationship Manager

TITLE: Relationship Manager 
DEPARTMENT: Customer Success 

REPORTING TO: Regional Head of CSM 

OFFICE LOCATION: New York, NY or London, UK 

IPC is a global fintech company that puts people at the center of innovation. With a strong global footprint, we empower financial institutions and capital markets with advanced cloud-based trading communications and managed connectivity solutions. 

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency. 

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success. 

www.IPC.com   

 Overview of the Team  

Describe the team structure, location of the team etc.  

 Role Overview: 

A Relationship Manager at IPC Systems, Inc. plays a crucial role in maintaining and enhancing client relationships. This role involves guiding new clients through the onboarding process to ensure a smooth transition, overseeing multiple client accounts, and regularly reviewing them to ensure services meet or exceed expectations. Additionally, the Relationship Manager is responsible for expanding the company's client base through strategic networking, referrals, and targeted marketing campaigns. Addressing client issues promptly and providing tailored solutions is a key aspect of the role, as is collaborating closely with other departments to offer comprehensive solutions to client needs. This multifaceted position is essential for fostering trust, loyalty, and long-term engagement with clients, ensuring they receive the best possible service and support. 

• Maintain strong, trust-based relationships with key client stakeholders to enhance customer loyalty including developing a stakeholder relationship map. 
• Create and execute account plans for each assigned client, aligning solutions with client business objectives working collaboratively with Account Executives. 
• Ensure high levels of client satisfaction by proactively addressing any concerns and facilitating timely issue resolutions.
• Conduct regular strategic reviews with clients, focusing on long-term goals, key achievements and challenges and growth opportunities.
• Collaborate with internal teams (Sales, Product, Marketing, Operations, and Finance) to ensure clients receive maximum value from our solutions.  
• Gather and communicate client insights and feedback to internal teams driving product improvements and enhancing service offerings. Requires comprehensive knowledge of IPC’s products and services to spot areas for improvement within existing products, tools and processes. 
• Act as the escalation point for any issues or challenges that arise working to resolve them quickly and effectively to maintain client satisfaction. 
• Lead contract renewals by proactively engaging with clients, understanding their needs and addressing potential roadblocks.
• Lead contract negotiations, renewals, and pricing discussions.  Develop and present proposals for renewal and upsell opportunities, negotiating terms that meet both client needs and company objectives.
• Identify accounts at risk of churn and work with internal resources to proactively mitigate those risks by implementing strategies to retain key clients.  
• Proactively identify upsell opportunities by aligning additional services or features with the client’s business needs.
• Meet or exceed renewal and upsell revenue targets through effective client management and solution alignment.
• Accurately forecast renewal and upsell pipeline, providing regular updates to leadership on expected outcomes.
• Work with IPC to act upon new opportunities for their business
• Leverage your knowledge of what’s to come with the range of solutions to integrate them seamlessly into your clients’ tech stack
• Maintain ARR
• Hold QBRs
• Tee up upselling and cross-selling opportunities  

How You Will Make an Impact:  

The role of a Relationship Manager at IPC Systems, Inc. has a significant impact on both the company and its clients. By ensuring a smooth onboarding process, the Relationship Manager helps new clients feel welcomed and confident in their decision to partner with IPC Systems. Effective account management ensures that clients consistently receive high-quality service, which fosters satisfaction and loyalty. 

Strategic networking and marketing efforts expand the company's client base, driving growth and increasing revenue. Prompt problem-solving and tailored solutions address client issues efficiently, enhancing their overall experience and trust in the company. Collaboration with other departments ensures that clients receive comprehensive and well-rounded support, further solidifying their relationship with IPC Systems. 

Overall, the Relationship Manager plays a pivotal role in building and maintaining strong client relationships, which are essential for the company's long-term success and reputation. This position helps create a positive client experience, leading to increased retention, referrals, and business growth. 

Essential Skills and Experience to be Successful in this Role: 

• 7+ years of Customer Success experience, preferably within an Enterprise SaaS organization or Financial Markets 
• 7+ years of account management and experience with demonstrated success in growth and retention 
• Proven experience in building effective internal and external relationships to drive growth  
• Experience engaging with end-users, articulating the value of a product, and driving adoption across multiple stakeholder groups  
• Ability to communicate complex products and services functionality clearly and concisely  
• Bachelor’s degree in business or related field 
• Drive to continually improve and challenge existing processes and propose new strategies that help impress and retain clients 
• Great attitude that can move through ambiguity and ability to work and collaborate with a growing team 
• Results-oriented individual who is excited by the prospect of fueling the continued growth and success of IPC; relentless in pursuing goals and solving problems 
• Driven to deliver excellent service and experiences to all clients 
• Exceptionally self-motivated while being team focused 
• Excellent coaching, writing, discovery and presentation skills 
• Comfortable and willing to be a hands-on contributor and meet with customers as needed 
• Strong analytical skills with the ability to translate between strategic business decisions and their implications 
• Passion for technology and communications, well-versed in the latest trends  

Desired Skills and Experience: 

• Experience in Financial Services
• Experience with Salesforce CRM preferred  
• Ability to address complex issues with a focus on customer satisfaction  
• Strong verbal and written communication to facilitate clear and effective interactions with clients 
• Proficiency in analyzing customer data and feedback to improve service delivery 
• Capability to build and maintain strong relationships with customers and internal teams 
• Understanding of relevant technologies and tools used in customer success management  
• Ability to provide strategic consultations and assist in upselling and driving new business
• Effective in mitigating attrition and resolving customer issues promptly 

What’s in It for You?  

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.  

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:    

• Competitive Base Salaries
• Private Medical Insurance, Dental Insurance and Optical Reimbursement
• Salary Sacrifice Pension Scheme
• 25 Holidays per Year Plus Public Holidays
• Additional Time off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• Access to “IPC University” our Internal E-Learning Platform
• Enhanced Parental Leave
• Wellness Program
• Fitness Membership
• Cycle to Work Scheme
• Season Ticket Loan
• Employee Referral Scheme 

Further information about your benefits will be provided during your onboarding process. 

Additional Information: 

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.  

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC. 

You can explore more about our culture, offerings and commitment on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/. 

IPC’s Work Culture: 

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.  

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.  

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.