Customer Success Manager 

At Broadridge, we’ve built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.

Are you seeking a position within a growing company? Broadridge is hiring! Our mission is to attract, develop and retain outstanding talent. Being a place where exceptionally driven and hardworking people want to work is how we deliver award-winning services to our customers and ultimately build customer value. We’re seeking a Customer Success Manager to work with our stellar team! The Customer Success Manager will play an integral role in the growth of our business by building strong working relationships with customers and providing solutions based on the customer’s needs and digital marketing program strategies.  Our Customer Success team works collaboratively w/ cross-functional teams including Sales, Business Development and Product Management to accelerate usage and relay customer needs, so strong ability to successfully navigate, collaborate and build relationships with both internal and external stakeholders is essential to success in this role.

This is a remote role where you will work off-site. Travel is limited and generally used for team learning and collaboration meetings.  

Responsibilities

• Provide key inputs into the shaping, delivery and driving of the overall vision and strategic plan for the Customer Success organization, focusing on leading a consultative, positive customer experience and driving strong relationships with key customer home office staff.
• Drive customer outcomes, adoption and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy
  • Gather feedback from customers for continual process, service, and product improvements
• Maintain expertise on industry trends/practices and competitive landscape
• Manage and nurture executive relationships with customers, including management of executive-level escalations
• Ensure customer expectations are exceeded consistently
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
• Drive strategic planning sessions with senior enterprise stakeholders to ensure customers are able to fully leverage Broadridge to meet their performance and operational efficiency goals
• Manage customer success team members:
  • Coach and mentor team to ensure members are high performing and consistently meeting or exceeding customer expectations
  • Provide insight and recommendations to continuously improve the customer success model, integrating processes, content and data to/from stakeholders
  • Foster a culture of collaboration within Broadridge and with customers
  • Drive operational practices to track performance of teams and individuals
  • Promote a culture of motivated and engaged associates who align to the mission and vision of our organization
  • Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate
• This role is focused on post-sales customer success management and includes project management and technical support-related skills.

Requirements

• Minimum of 5 years management experience leading teams in a digital marketing, CRM, financial technology, SaaS, or enterprise software company
• Minimum of 5 years of experience leading customer success managers, account management, or sales teams with demonstrated success managing distributed teams across cultures, lines of business, and geographies.  Professional services experience is a plus.
• Proven experience leading teams and leveraging customer success best practices
• Strong analytical and problem-solving skills, able to evaluate both quantitative and qualitative information 
• Strong ability to create and deliver consultative presentations for customers and prospects
• Strong operational skills that will support an environment of organizational efficiencies and customer satisfaction
• Strong management presence with outstanding communication and interpersonal skills
• Demonstrated experience in analytical thinking, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives

Broadridge considers various factors when evaluating a candidate’s final salary including, but not limited to, relevant experience, skills, and education.

Salary Range: $90,000 – $100,000 USD annual

Bonus Eligible

Broadridge associates helped us envision our Connected Workplace – a work model that allows associates around the globe, dependent upon their role responsibilities, to take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.