Job Description
The Small and Medium-sized Enterprises (SME) are responsible for the entire client experience for their assigned client portfolio. They are the ultimate owners of the client and accountable for their outcomes. SMEs are expected to be experts in both their clients and the CWAN platform to champion client success. They will collaborate closely with client onboarding, product support, and technology teams to deliver value-added solutions and a world-class experience. Key responsibilities include ensuring client business-as-usual activities are in order, managing client profile details, acting as an escalation point for client issues, and providing consultation on workflows.
Good To Have:
- Experience at buy-side, sell-side, admin, or competitor
- Organized and motivated performer
- Willingness to learn technical and operational competencies
- Strong collaboration and team-building skills
- Ability to manage competing priorities
Must Have:
- 5+ years of relevant industry experience or 3+ years of CWAN platform experience
- Bachelor's degree in Finance, Accounting, Economics, or related fields
- Strong understanding of investment management workflows
- Ability to cultivate strong client relationships
- Effective written and verbal communication skills
- Strong problem-solving abilities
- Execution and delivery focus
SME are responsible for the end-to-end client experience for the book of clients assigned to them. They are the ultimate owners of the client and responsible for their outcomes. They are both client experts and CWAN experts to champion their client’s success at CWAN. SME will work closely with client onboarding, product support and technology to deliver value-added solutions and a world-class experience for our clients.
What You’ll Do:
- Ensure client’s BAU activities are in good order and all commitments and deliverables are being met by maintaining and reviewing daily client dashboards and closely monitoring open issues
- Manage and maintain client profile details in a centralized CRM tool which includes AUM, strategy, assets traded, end-to-end functions utilized, key stakeholders and third-party relationships
- Act as an escalation point and subject matter expert for any client issues ensuring accurate, organized and timely resolution
- Work closely with client onboarding, product support and technology teams to deliver cohesive solutions that follow industry and system best practices
- Provide consultation on workflows and identify potential opportunities to expand relationship
- Proactively monitor client health via scorecards and develop remediation plans when necessary
- Conduct quarterly meetings with clients to obtain feedback on overall satisfaction
- Ensure clients are successful in meeting their goals with CWAN and are in a referenceable state
What You’ll Need:
- 5+ years of relevant industry experience (preferably at buy-side, sell-side, admin or competitor) or 3+ years of CWAN platform experience
- Bachelor’s degree required - Finance, Accounting, Economics, Financial Math or related fields is preferred.
- Strong understanding of investment management workflows and operations
- Organized, motivated performer; willing to learn technical and operational competencies
- Ability to cultivate and foster strong relationships with key client stakeholders
- Capable of independently managing clients with effective written and verbal communication
- Strong collaboration & team building skillset
- Ability to manage competing priorities and competent in planning systematically
- Strong problem solver with the ability to break down problems to their core issues and develop pragmatic, workable solutions
- Very strong execution and delivery focus – gets things done
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