Client Relationship Manager - SaaS

Our client in the SaaS fintech space is adding a Client Relationship Manager to their team due to a promotion of an existing team member.

Hybrid: 3 days/week

Location: Sparks, MD

The role

The Client Success Manager will work directly with manager research teams to onboard them onto the platform and facilitate the ongoing collection and review of fund due diligence information. In this role, they will provide orientation to new users, demonstrate platform functionality, offer guidance on best practices, and gather user feedback to inform continuous platform enhancements. As a client-facing position, the majority of interactions will occur via phone and video, with occasional travel to client offices as needed.

Key Responsibilities

• Drive the growth and retention of manager research team user community.
• Analyze DDQs and fund data to optimize implementation for diverse investor needs across various fund types.
• Collaborate with global client-facing teams to ensure an exceptional experience for fund investor clients.
• Work with offshore engineering teams to solve clients minor and/or complex problems
• Cultivate and maintain strong client relationships, ensuring satisfaction and long-term engagement.
• Develop and execute strategies to increase adoption of platform across the Open-End and ETF sectors.
• Partner with technology and client teams to address user challenges with innovative solutions.
• Implement and manage a comprehensive communications strategy for manager research teams.

• A minimum of 5 years of relevant experience.
• Strong project management capabilities, with the ability to translate client requirements into actionable plans, monitor progress, and ensure successful outcomes.
• Exceptional communication and interpersonal skills, with the ability to build lasting relationships with both internal and external stakeholders, collaborate across organizational levels, and navigate cultural and use-case differences.
• Excellent negotiation skills, adept at influencing and persuading clients to achieve optimal results and ensure continued service retention.
• Proactive and self-motivated, with a focus on improving processes both for clients and internally, while challenging the status quo.
• A pragmatic problem-solver, able to identify clear strategies and processes that lead to successful results.
• A humble and collaborative team player, flexible in supporting colleagues and contributing to other initiatives that drive strategic objectives.

• Working knowledge of the asset/wealth management due diligence lifecycle
• Experience at either an asset management or wealth management firm in RFP/DDQ/information fulfillment
• Knowledge/experience of fund research

• Competitive compensation
• Medical, dental and vision insurance
• 401k Matching
• Supplemental insurance
• Paid vacation leave
• 10 paid holidays that align with the NYSE US Holidays
• Flexible and innovative work environment
• Domestic travel
• Exposure to a range of client roles and industry events
• Fast growth opportunities

Equal Opportunity Employer, including disability and protected veteran status