The RoleGreat Gray is looking to add a Senior Relationship Success Manager to our Relationship Success Team
The Senior Relationship Success Manager is responsible for managing and nurturing asset manager relationships to ensure smooth onboarding, satisfaction, retention, and the achievement of business growth. They act as the primary point of contact for asset manager clients working closely with sales, marketing, operations, legal, compliance and other departments to ensure client needs are met. The Relationship Success Manager plays a key role in driving client retention, engagement, and growth by ensuring clients derive maximum value from the company's offerings.
LocationThis position will can work from our Wilmington, DE office. Great Gray currently supports a hybrid work model with 4 days onsite in the office and 1 day remote.
Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.
Responsibilities - Build and maintain strong, long-term relationships with asset manager clients.
- Serve as the primary point of contact for assigned clients, handling inquiries, concerns, and providing solutions to client needs.
- Understand clients' goals, challenges, and business needs to offer proactive solutions and ensure satisfaction.
- Oversee the onboarding process, ensuring clients successfully client experience
- Facilitate large institutional onboardings with asset manager, operations, legal and external parties
- Conduct Quarterly Business Reviews with asset managers focused on servicing client needs and growing business
- Address and resolve any issues, complaints, or escalations, ensuring timely resolutions and maintaining a positive relationship with clients.
- Support internal teams on new fund launch process, coordinating with asset manager throughout the process
- Execute communication plans with asset managers on new processes, enhancements, and changes
- Partner with sales, marketing, and key accounts manager on sales execution strategies
- Regularly check in with clients to ensure their needs are met and they are satisfied with the services provided.
- Maintain up-to-date records on client interactions, account health, and service usage through CRM tool.
- Complete other related duties as assigned
Qualifications & Experience- Bachelor's degree and a minimum of 7 years of related experience or in lieu of a degree, a combined minimum of 11 years higher education and relevant experience
- Specific financial services experience working with/supporting asset managers and record keepers; narrow experience in the defined contribution market is a huge plus
- Strong communication and interpersonal skills
- Excellent problem-solving and conflict-resolution abilities
- Ability to manage multiple accounts and priorities in a fast-paced environment.
- Proficient with CRM tool (e.g., Salesforce)
- Intermediate to advanced Microsoft Office/365 skills Business/technical writing skills
- Project management skills
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Comfortable navigating ambiguity.
- Entrepreneurial mindset to bring best practice ideas to the team.
- Exhibits our Great Gray attributes: Results-Driven, Innovative, Resilient, and Decisive.
BenefitsWe have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:
- Be an integral part of an early-stage, high-growth organization!
- Hybrid work environment
- Competitive compensation package including 401(k) with elective and non-elective match opportunities
- Lifestyle spending allowance program
- Medical, Dental, Vision Insurance
- Employer-paid life and disability insurance
- Generous and well-deserved, paid time off program
