Customer Success Manager (Remote)

Company: Broadridge Financial Solutions , Inc.
Location: Columbus
Posted on: May 27, 2023

Job Description:

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate about developing your career, while helping others along the way, come join the Broadridge team.
Are you seeking a position within a growing company? Broadridge is hiring! Our mission is to attract, develop and retain outstanding talent. Being a place where exceptionally driven and hardworking people want to work is how we deliver award-winning services to our customers and ultimately build customer value. Were seeking a Customer Success Manager to work with our stellar team! The Customer Success Manager will play an integral role in the growth of our business by building strong working relationships with customers and providing solutions based on the customers needs and digital marketing program strategies. Our Customer Success team works collaboratively w/ cross-functional teams including Sales, Business Development and Product Management to accelerate usage and relay customer needs, so strong ability to successfully navigate, collaborate and build relationships with both internal and external stakeholders is essential to success in this role.
This is a remote role where you will work off-site. Travel is limited and generally used for team learning and collaboration meetings.
Responsibilities

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  Provide key inputs into the shaping, delivery and driving of the overall vision and strategic plan for the Customer Success organization, focusing on leading a consultative, positive customer experience and driving strong relationships with key customer home office staff.
  
  
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  Drive customer outcomes, adoption and customer experience
  
  
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  Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  
  
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  Reduce churn and drive new business growth through greater advocacy
  
  
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  Gather feedback from customers for continual process, service, and product improvements
  
  
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  Maintain expertise on industry trends/practices and competitive landscape
  
  
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  Manage and nurture executive relationships with customers, including management of executive-level escalations
  
  
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  Ensure customer expectations are exceeded consistently
  
  
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  Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  
  
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  Drive strategic planning sessions with senior enterprise stakeholders to ensure customers are able to fully leverage Broadridge to meet their performance and operational efficiency goals
  
  
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  Manage customer success team members:
  
  
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  Coach and mentor team to ensure members are high performing and consistently meeting or exceeding customer expectations
  
  
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  Provide insight and recommendations to continuously improve the customer success model, integrating processes, content and data to/from stakeholders
  
  
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  Foster a culture of collaboration within Broadridge and with customers
  
  
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  Drive operational practices to track performance of teams and individuals
  
  
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  Promote a culture of motivated and engaged associates who align to the mission and vision of our organization
  
  
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  Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate
  
  
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  This role is focused on post-sales customer success management and includes project management and technical support-related skills.
  
  
  Requirements
  
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    Minimum of 5 years management experience leading teams in a digital marketing, CRM, financial technology, SaaS, or enterprise software company
    
    
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    Minimum of 5 years of experience leading customer success managers, account management, or sales teams with demonstrated success managing distributed teams across cultures, lines of business, and geographies. Professional services experience is a plus.
    
    
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    Proven experience leading teams and leveraging customer success best practices
    
    
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    Strong analytical and problem-solving skills, able to evaluate both quantitative and qualitative information
    
    
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    Strong ability to create and deliver consultative presentations for customers and prospects
    
    
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    Strong operational skills that will support an environment of organizational efficiencies and customer satisfaction
    
    
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    Strong management presence with outstanding communication and interpersonal skills
    
    
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    Demonstrated experience in analytical thinking, problem solving, communication, delegation and planning
    
    
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    Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
    
    
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    Able to collaborate across the organization and with external stakeholders
    
    
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    Experience successfully working with senior (C-level) executives
    
    
    Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.
    Salary Range: $90,000 - $100,000 USD annual
    Bonus Eligible
    Please visit www.broadridgebenefits.com for more information on our comprehensive benefit offerings.
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    Disability Assistance
    We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status and other protected characteristics protected by applicable federal, state, or local laws.US applicants: Clickhere (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) to view the "EEO is the Law" poster. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation in the event you are unable or limited in your ability to use or access the Company's career webpage because of your disability. You may request a reasonable accommodation(s) by calling 888-237-7769 or by sending an email toBRcareers@broadridge.com.
    Broadridge Financial Solutions, Inc. (NYSE: BR) , is a global Fintech leader, delivering technology-driven solutions that drive digital transformation for banks, broker-dealers, asset and wealth managers and public companies. At Broadridge, we are committed to making a difference (https://www.broadridge.com/about/sustainability/) . Our unique culture is guided by the Service-Profit Chainthe idea that success is mutual, directly connecting employee engagement, client satisfaction, and the creation of stockholder value. We enable better financial lives by providing the critical infrastructure that powers investing, corporate governance and communications . A certified Great Place to Work, Broadridge is part of the S&P 500 Index, employing over 14,000 associates in 21 countries.
    Hear from our associates how Broadridge has maintained its culture since the shift to a remote and hybrid working model.
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    Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. On and off-site working provides flexibility by balancing the needs of our clients, teams, and associates. Our Connected Workplace is grounded in the following concepts: Flexible, Accountable, Connected, and Supported. This approach allows us to achieve business goals while supporting meaningful work-life integration for our associates. Broadridges high-performance teams thrive in a culture based on trust and mutual respect that emphasizes outcomesrather than how, when, and where work is done.
    We are dedicated to fostering a diverse, equitable, inclusive, and healthy environment. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success.
    Our goal is to ensure our associates at every level of the organization represent the diversity of the clients we serve and the communities in which we work. We pursue both top-down and bottom-up approaches to advancing diversity, equity, and inclusion initiatives and values into our culture. This is reflected in the varying backgrounds of our over 13,000 associates working in 21 countries around the globe.
    Learn about our DEI Program here (https://www.broadridge.com/about/diversity-equity-inclusion) .
    We believe that our associates are among our most important assets. Encouraging professional development opportunities is a core part of our culture. Broadridge provides educational opportunities, including formal classes, training programs and events. To enable learning in our Connected Workplace where associates may be working on-site, off-site, or using a hybrid model, Broadridge has redesigned all development programs for 100% virtual delivery. Our associates have access to 8,500+ online courses covering business, leadership, technical, and function-specific topics through our LinkedIn Learning program.

Keywords: Broadridge Financial Solutions , Inc., Columbus , Customer Success Manager (Remote), Executive , Columbus, Ohio