ICS Account Manager (JR1025396)

Job Description

Company Description

Broadridge Financial Solutions, Inc. (BR) , a $4 billion global Fintech leader and part of the S&P 500® Index, is a leading provider of investor communications and technology-driven solutions to banks, broker-dealers, asset and wealth managers and corporate issuers. At Broadridge, we do well by doing good. Our unique culture is guided by the Service-Profit Chain—the idea that success is mutual, directly connecting employee engagement, client satisfaction, and the creation of stockholder value. We enable better financial lives by powering investing, governance, and communications for our clients, their customers, and the financial services industry.

Job Description

We are seeking an experienced Account Manager or an individual who as previously worked within a client management role to join an expanding Account Management team to manage a number of relationships with a subset of Broadridge’s clients which subscribe to a range of services within the Investor communication Services (ICS) business. ICS provides a broad range of investor communication solutions primarily relating to Global Proxy, Direct Market Services (DMS) and regulatory change (e.g. SRDII).

The Account Manager will focus on client retention, driving new cross sales opportunities and acting as a point of escalation for all relationship and service matters. The role will involve working closely with a number of internal key stakeholders to put in place account plans to help drive the development of existing relationships within ICS and, where appropriate, across other lines of business.

The individual is required to have strong leadership and influencing skills and be able to partner closely with and influence business leaders and key decision makers both internal and within the client’s organizations. Negotiation and communication skills and the ability to work optimally in a fast-paced environment are essential to the individual’s success.

Client Relationship Management

• Establish and manage relationships up to client executive level (e.g. Senior Product and Operations Managers).
• Solidify existing relationships.
• Build and facilitate regular engagement with the client's senior management teams to understand the longer-term business drivers as well as to provide updates on Broadridge’s strategic initiatives.
• Publish call reports in a timely manner.
• Prepare / execute annual client strategic plans where appropriate.
• Act as an escalation point of contact for service-related matters and working closely with client services to promptly resolve issues.
• Promote Broadridge flagship events and forums to ensure high client attendance rates
• Develop client relationships to a more senior level than exists today.

Product Sales (Value Added Products)

• Introduce new products and services to existing clients to increase their operational efficiency.
• Work with sales to produce and maintain a product sales pipeline (updated at least monthly according to agreed timeline).
• Conduct and coordinate product presentations when/where necessary.
• Working with sales and product leads to present new opportunities at business acceptance and pricing approval committees.
• Finalise all the appropriate documents in collaboration with Legal and Finance.

Contract Negotiations

• Renew all existing client agreements (prior to existing contract end date).
• Own and coordinate end to end negotiations on contact terms and conditions.
• Work with Business leaders, Finance and Legal on preparation of all pricing proposals and legal documents.
• Prepare and negotiate Service Level Agreements in conjunction with the Service Managers
• Ensure appropriate billing processes are put in place

Strategic Client Reviews

• Handle all aspects of strategic and annual relationship reviews.
• Coordinate compelling, well thought out topics to keep the meeting strategic in nature.
• Ensue all follow-up action items are satisfactory closed out.
• Regularly update the client on strategic initiatives and developments to the ICS business.

Client Satisfaction & Performance

• In conjunction with the Client Services, review key metrics with clients on a quarterly/annual basis, where appropriate.
• Work with the Client Services to review survey results with the client.
• Suggest modifications to metrics as needed to address the changing conditions.
• Contribute to action plans (including survey action plans) to improve service performance and client satisfaction.

Qualifications

• Degree-level.
• Minimum of 5 years' experience in Financial Markets with at least 3 years of experience in a client management role (e.g. Account Management, Relationship Management or Senior Client Services role).
• Experience building effective and trusting relationships.
• Ability to communicate and influence effectively.
• Experience negotiating commercial terms.
• Self-sufficient and driven.
• Ability to work and prioritize within a fast-dynamic environment.
• Team player.

Additional Information

Broadridge is an equal opportunity employer and makes employment decisions without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

"Our Associates Matter.

Everyone Benefits from Diversity & Inclusion.

Diverse & Inclusive Teams Drive Growth."

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