Client Relationship Manager

at  Computershare

LOCATION: CLEVELAND, OHIO – MIDDLEBURG HEIGHTS (HYBRID)

In this position, you’ll be based in the above noted US office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex

A ROLE YOU WILL LOVE

As the Client Relationship Manager, you will be the primary contact between Computershare Shareholder Services and its investor services clients. This role will ensure that clients receive the services they’ve purchased and that those services are delivered in a manner that meets and exceeds the clients’ expectations. The Client Relationship Manager also coordinates all major client activities and services by interfacing with other members of the team, the client, and operational units and the entire organization as needed. Additionally, in collaboration with all sales units, coordinate cross sells or up sells by introducing clients to additional Computershare products and services.

OTHER RESPONSIBILITIES INCLUDE:

· E · Establishes a professional and trusting relationship with clients

• Ensures that clients’ service orders are accurately communicated and executed
• Responds timely to client inquiries
• Monitors and manages client dividend declarations in conjunction with internal operational areas
• Ensures timely funding of services (i.e. dividends) to mitigate financial exposure
• Acts as the central point of contact/control for client annual meetings
• Attends client annual meetings
• Resolves client issues and documents service incidents, follows up with internal business units to secure responses and shares results with the Manager, Client and Senior Management
• Assists clients with special projects, expediting transactions, troubleshooting, problem solving, and servicing of all clients’ shareholder and participant accounts
• Ensures that clients are informed of changes in industry and regulatory environments and the direct impact on them
• Serves as a conduit to internal business units to ensure that client feedback on services is communicated timely and opportunities to improve performance can be leveraged
• Monitors revenue relative to forecast and make required adjustments
• Works with other Relationship Managers to ensure proper follow-through on clients’ requests
• Ensures accurate records (i.e. Authorized Capital, Treasury balance) by performing and assisting with reconcilement activities
• Maintains functional knowledge of Computershare’s processes, systems, products and services and communicate enhancements and modifications to clients
• Ensures collection of receivables in accordance with Computershare’s guidelines
• Identifies opportunities and, where possible, coordinates with sales, marketing and product associates in the delivery of additional products and services
• Coordinates with Manager, Finance, Legal and Sales associates where appropriate to determine the components of contract renewals
• Attends applicable webinar, product training, and technical training

WHAT WILL YOU BRING TO THE ROLE?

· Minimum of 3 years professional work experience, preferably in client services
· Bachelor’s Degree in a relevant field (for example business, communications, finance, etc)
· Client Relationship Management experience: Must be able to determine and satisfy client needs and maintain a partnering relationship including influencing, communicating, presenting, facilitating, and managing
· Technologically Savvy - Must be able to educate clients on a variety of technological tools and resources
· Customer Experience Management - Must implement strategies and techniques to ensure customers have a positive experience at every touch point
· Business Acumen - Must possess the knowledge, insight, and understanding of business concepts, tools, and processes that are needed for making sound decisions and apply this knowledge appropriately to diverse situations
· Decision Making and Critical Thinking Skills
· Ability to travel for a small portion of the role (approximately 5%)