Relationship Manager San Francisco
2 days ago
Flow is a leading B2B SaaS provider that simplifies the complexities of raising and managing funds by seamlessly integrating networks - including General Partners (GPs), Limited Partners (LPs), 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.
We are poised for further growth and expansion through 2024 and beyond.
About the RoleWe are seeking a highly motivated and experienced Relationship Manager to join our Client Coverage 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 to up-sell the firm's products, translating into a high net retention rate.
The ideal candidate will have a strong understanding of the private markets, fund operations, and financial products related to private market funds. You will be a team player with excellent communication and listening skills, able to thrive in a remote work environment.
You will be responsible for:
- Assisting the Senior Relationship Manager in client-facing activities intended to increase the net retention rate over time.
- Collaborating with members of the Client Coverage team to maintain up-to-date information on all client accounts, as well as to set up and lead through data capture of renewal and expansion opportunities in Salesforce (SFDC), to ensure timely deal closings leading to keeping high retention rates.
- Assisting 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, assisting in the development of customer-facing materials aligned with Flow's strategic growth initiatives.
- Assisting the Senior Relationship Manager in creating strategic account plans in collaboration with Flow's top-tier clients.
- Working with the Senior Relationship Manager owning specific key account relationships, executing against key account plans designed.
- Assisting in preparation for and participating in regular communications with all Flow clients (for example, updates on company and product releases) with the aim to develop trust and take on ownership of a portfolio of clients.
- Logging 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.
- Adding 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.
- Quarterbacking new deal implementation projects for new and existing clients.
- Using Product expertise to develop deal and client-related processes including collaboration across all Flow teams to manage client interactions.
- Working with RM and Sales partners to help translate processes to SFDC.
- Creating templates as part of process needs.
We are looking for a candidate with a strong background in customer service, a passion for building relationships, and a desire to work in a fast-paced environment. If you are a motivated and results-driven individual who is looking for a new challenge, please submit your application.
Requirements- 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.
- Customer obsession
- Empathy
- Respect
- Mindful work ethic
- Curious and inquisitive
- Open-minded
- Desire to evolve
- Humble and self-aware
- Transparency and strong cross-functional communication
- Empowerment - drive solutions via collaboration at all levels
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