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Relationship Manager
2 months ago
Flow is a leading provider of innovative Investor Lifecycle Management Platform solutions for private market funds. Our cutting-edge technology simplifies the complexities of raising and managing funds by seamlessly integrating networks, including General Partners, Limited Partners, Law Firms, Fund Administrators, and more, into one comprehensive platform.
Our solution automates critical workflows between stakeholders, delivering a best-in-class experience for limited partners and significantly improving operational efficiency across the entire fund lifecycle. Trusted by approximately 300 private investment firms and representing over 18,000 limited partners, Flow accelerates fundraising with our virtual data room, simplifies and digitizes investor onboarding, and streamlines fund operations.
About the RoleThe Client Coverage team at Flow is seeking a highly skilled and motivated Relationship Manager to join our team. As a key member of our team, you will be responsible for developing and maintaining strong client relationships across our growing client base, with the goal of up-selling our firm's products and translating into a high net retention rate.
The ideal candidate will be a customer-obsessed professional with a passion for delivering exceptional customer experiences and a keen focus on putting the customer first. You will be responsible for working closely with members of the Client Coverage team and across all business channels to drive revenue opportunities and deliver a white-glove experience to clients throughout their entire journey with Flow.
Key Responsibilities- Assist the Senior Relationship Manager in client-facing activities intended to increase the net retention rate over time.
- Collaborate with members of the Client Coverage team to maintain up-to-date information on all client accounts and set up and lead through data capture of renewal and expansion opportunities in Salesforce.
- Assist the Senior Relationship Manager in stewarding new and repeat customers through Flow's process from signed to closed deals.
- Own issue resolution with clients being actively managed.
- In collaboration with Marketing, assist in the development of customer-facing materials aligned with Flow's strategic growth initiatives.
- Assist the Senior Relationship Manager in creating strategic account plans in collaboration with Flow's top-tier clients.
- Working with the Senior Relationship Manager, own specific key account relationships, executing against key account plans designed.
- Assist in preparation for and participate in regular communications with all Flow clients, with the aim to develop trust and take on ownership of a portfolio of clients.
- Log information from client calls to SFDC to document client interactions and coordinate Client Coverage team efforts in a timely manner to ensure all information is up to date and accurate.
- Add client feedback to the Customer feedback channel to ensure Product and Engineering Partners are aware and are able to collate feedback in an effective and seamless manner.
- Quarterback new deal implementation projects for new and existing clients.
- Use Product expertise to develop deal and client-related processes, including collaboration across all Flow teams to manage client interactions.
- Bachelor's Degree in Business, Finance, or related field.
- Minimum 3 years of experience in a high-pressure customer service environment.
- Strong knowledge of the private markets - fund operations and financial products related to private market funds.
- A team player with excellent communication and listening skills, along with the ability to thrive in a remote work environment.
- Ability and confidence to interact with senior counterparties.
- Accountability and a high sense of urgency towards issue resolution for clients.
- Good mathematical skills, proficient with workplace software (Google, Slack, SFDC, Zendesk).
- A positive attitude, strong work ethic, and eagerness to learn.
- Plenty of drive, initiative, and motivation.
- The ability to navigate through ambiguity in a high-growth environment with high integrity, resilience, and assertiveness.
At Flow, we offer a dynamic and fast-paced work environment that is perfect for individuals who thrive in a remote setting. We are committed to empowering our clients by providing top-tier products, services, and world-class customer experiences driven by innovative technology. If you are a customer-obsessed professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
