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Il y a 3 mois
About Crédit Agricole Group: As a leading financial services provider, we are committed to delivering exceptional value to our clients, including asset managers, financial institutions, and family offices.
Role Overview: The Client Services (CS) team at Crédit Agricole Group serves as the primary liaison for our clients, ensuring that their voices are heard and their needs are met within our organization.
Position Summary: The Senior Client Relationship Manager is the highest-ranking role assigned to one or more of our key accounts. This position collaborates closely with a dedicated Relationship Manager (RM), who is responsible for driving strategic and commercial discussions.
Your Responsibilities:Client Success:- Developing a comprehensive Client Success Plan (CSP) aimed at achieving strategic objectives.
- Coordinating the delivery of the CSP across various departments within Crédit Agricole Group, including Client Services, R&D, Onboarding, and Product.
- Leading the Client Success team to foster a culture of excellence and continuous improvement in client service delivery.
- Acting as the operational partner for client teams.
- Ensuring clients derive maximum value from our services.
- Providing expert advice on best practices through regular collaborations, including on-site engagements.
- Monitoring and assessing client satisfaction levels.
- Identifying opportunities for ongoing enhancements to client satisfaction.
- Overseeing the resolution of customer requests and managing support activities.
- Ensuring the capacity, motivation, and stability of the client support team.
- Implementing best practices in client service.
- Engaging with specialized teams within Crédit Agricole Group to optimize productivity.
- Identifying upselling opportunities for the Relationship Manager.
- Coordinating billable man-days in collaboration with the RM.
- Facilitating monthly operational meetings with clients.
- Co-leading semi-annual Customer Service reviews with the RM.
- Conducting weekly internal meetings for the Customer Success team.
- Reporting strategic updates to executive leadership.
