Job Description
Day to Day:
Your primary focus/specialization will be account management (customer success focus area) with a focus on client retention for existing Eclipse clients. As a part of a cross-functional team (Eclipse Client Service), there will be some secondary exposure to other facets of client interactions such as other client project work. This role serves as an escalation point for our clients through their lifecycle on the product. You will handle check-in calls, manage account changes, and work with the rest of the Eclipse Client Service team, ensuring a positive experience on the platform. You are the voice of the client. You will be trained and expected to grow your hands-on product skills. This role entails working in a constantly evolving, complex ecosystem with tremendous opportunities to learn and provide value to clients.
Minimum Qualifications:
- Direct experience with FinTech ecosystem, prior direct experience at buy or sell side preferred
- Ideal candidates have direct experience working at or at related buy-side firms, sell-side desk, or alternative investment vendors
- Experience in Account/Relationship management
- Experience in problem-solving within a complex ecosystem
- Direct experience working with key decision-makers at clients/firms
- Proven track record handling client escalations and being an internal client advocate
- Proven track record of managing client expectations, requests, and timelines
- Strong communication skills, and ability to explain technical issues to non-technical users
- Experience working on cross-functional teams to deliver on client needs
- Ability to adapt to new processes/procedures
- Ability to evangelize a software platform and services to clients
- Familiarity with client contract negotiation/discussion, in particular being running lead
- Being comfortable running with software contract renewals