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Exciting Opportunity
Having recently acquired assets that immensely boost their value in the marketplace, Tier1 is a very sophisticated start-up.
Growth
exciting and impressive client base that is poised for significant growth in the coming years.
Make an Impact
Working with some of the top banks in North America, you will have a significant impact on the work your client’s do in capital markets, as well directly contributing to Tier1’s success.
Client Engagement Director @ Tier1 Financial Solutions
Company: Tier1 Financial Solutions
Position: Client Engagement Director
Location: Toronto, New York, Boston, Raleigh
As a leader in software solutions for client relationship management, compliance and fraud prevention, Tier1 Financial Solutions is passionate about helping to accelerate their client’s digital transformation initiatives through their CRM, AML, and compliance solutions. Founded in 2007, with offices in Toronto, Ottawa, and New York, this organization now employs over 150 employees, and services over 300 clients globally, including some of the world’s largest financial institutions.
Tier1’s CRM solution empowers their clients to create sales opportunities and maximize client interactions while increasing productivity and reducing relationship risk. From the fast-paced, complicated capital markets transaction lifecycle to the precise yet comprehensive needs of asset and wealth managers, Tier1 delivers workflow-optimized experiences, prompted insights and a centralized view of client interactions that drive revenue-generating engagements.
Tier1’s CRM, compliance and fraud prevention platforms today are trusted by over 300 companies and nearly 20,000 users worldwide. In 2017, Tier1 received significant equity capital to accelerate growth from a group of investors led by Wavecrest Growth Partners with participation from MassMutual Ventures and Salesforce Ventures.
Skills & Experience
Communication
Open, collaborative and confident communicator that thrives in an intense, collaborative and fast-paced environment
Experience
5+ years of experience in a similar client engagement or client success role, specifically in the software industry
Client Experience
Managed B2B client relationships before in a large scale corporate environment.
Education
University or college education, most likely in Sales, Marketing, Business Development or a related field
Sector Knowledge
If you do not have experience working in capital markets previously, you are at least familiar with the industry, its trends and its major players.
Client Relations
Your ability to set client expectations while being incredibly responsive as their internal advocate sets you apart from your peers
Summary of the Role
Your most crucial mandate will be communicating consistently with your clients throughout their lifecycle, escalating important issues where needed.
Reporting to the Senior Director of Client Engagement, this Client Engagement Director is responsible for building and uplifting relationships with Tier1 clients in such an effective manner that these relationships produce references, revenue and reputation for the organization to continue to improve and scale their client base. While regularly engaging with diverse stakeholders across North America, you are an advocate for Tier1’s clients, analyzing their goals, soliciting and actioning feedback, suggesting process changes and upgrades, all with a “white-gloved” concierge level of sophistication.
This is not a sales role, but rather a relationship building role. Acting as the client’s internal advocate within Tier1, you will be providing value far beyond software. As the Client Engagement Director, you will work to educate your clients, filter feedback and enhance the product, all the while prioritizing quality, reliability and consistency in these relationships. You will maintain a single-minded focus to ensure clients are extracting the most value from their Tier1 products, while liasing with the product owners and end users to gather, understand, and define business requirements. When feedback is actionable, you will work with Tier1’s technical associates to design, test, and deploy solutions which meet the business requirement. By managing clients and coordinating with the product team to build consensus, you will collaboratively build solutions that facilitate client success and eventual growth.
This is a senior position, and will require you to flex your leadership skills as you influence others within your team to effectively impact the required change to maintain Tier 1’s audacious positioning in the market. You will need to understand the strengths and weaknesses of each of the members on your team, and delegate based on expertise. As mentioned, you will also work cross-departmentally when required, collaborating with the product and implementation teams as client requests required.