Client Success Officer - Startup Banking

Are you customer focused, enjoy building relationships and providing financial solutions to your clients? You've found the right team. Join us to be the centralized point of contact and client advocate where you will build lasting relationships with our early-stage Startup Commercial Bank clients.

As a Client Success Officer within our Commercial Bank Startup Banking, you will leverage your deep treasury product knowledge to develop and execute a localized market and product strategy, serving as a key liaison for Commercial Bank clients. By offering Treasury solutions in conjunction with service, the Client Success Officer plays an important role in the execution of the firm's retention, growth, and client experience strategies, including accountability to deliver on broader organizational service and revenue expansion. The Client Success Officer will play a vital role in partnering with Commercial Bankers, Implementation Managers, and Know Your Client (KYC) teams to enhance business development efforts, ensuring efficient execution and maintaining a high level of client satisfaction through active engagement.

• Provides primary servicing support and treasury management solutions for a portfolio of Startup Banking clients
• Collaborate with bankers and clients at senior and strategic levels to proactively provide integrated treasury solutions within a consultative and client driven framework
• Responsible for fostering and expanding long-term relationships with clients by effectively managing their treasury needs, while ensuring a high level of client satisfaction
• Coordinate with the banking team to participate in positioning solutions for prospect clients to show the value add of the service model
• Help the coordination and project management of product implementations and service related needs
• Maintain ongoing relationship management routines
• Manage/resolve client escalations and issues
• Identify additional banking needs for clients by partnering with Commercial Bankers on cross sell opportunities
• Review sales, service and client onboarding processes and recommend process enhancements to leadership
• Coordinate with the Banker and operational partners, such as Client Data Management Team, & KYC, to assist with the onboarding of new to bank clients and to assist with periodic client renewals
• Partner with Banking and Sales on growth opportunities by contributing to strategic client relationship reviews and long-term planning
• Assist in development of relationship review documents and create actionable objectives for relationship review meetings with clients
• Work with Risk partners for certain elements of risk management including fraud prevention.
• Operational and functional knowledge of suite of treasury and cash management products offered to Startup Banking clients

• Bachelor's degree and/or 5+ years of equivalent prior work experience in Business Operations / Client Services / Sales Support
• 7+ years of comprehensive knowledge of Treasury Products and Services
• Proven client interaction skills to calibrate & manage client expectations
• Ability to develop strong working relationships with clients, colleagues, external centers of influence (COI), and external consulting organization
• Strong time management, organizational and planning skills
• Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues
• Ability to motivate cross-functional teams and interact with all levels of the organization including senior management, sales, IT, operations and product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, compliance, etc.
• Working knowledge of Microsoft Office suite of products such as Project, Power-point and Excel
• Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change
• Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions

• Certified Treasury Professional designation
• PMP or other Project Management Certifications
• Strong creative solution and problem-solving abilities

• Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
• Help the community through expansive volunteer opportunities
• Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees