Citi Commercial Bank - Client Success Manager - Assistant Vice President
Position Summary
The Client Success Manager (CSM) is positioned as the central driver of continuous improvement in the client experience, responsible for governance, advocacy, proactive communication, coordination across service partners, and leveraging deep business understanding to enhance the overall relationship and deliver seamless execution.
While the primary focus is on client experience, the CSM role is fundamentally revenue-producing. By driving superior client satisfaction and deepening relationships, the CSM enables share of wallet expansion and sustainable revenue growth. The CSM connects treasury partners, coverage, and the client to improve client experience and drive revenue growth, maintaining accountability for client sentiment and relationship continuity across the entire client lifecycle.
What You Will Do
Client Experience & Relationship Management
- Own client sentiment and treasury Voice of the Client (VoC), driving the client experience to achieve "Very Satisfied" or "Satisfied" ratings as a goal
- Lead health check call cadence with key client contacts and senior decision makers
- Host proactive Client Experience relationship reviews with senior stakeholders
- Build a deep understanding of the client's business to strengthen relationships and drive efficiency
- Serve as the senior point of contact, removing barriers and resolving issues proactively
- Exceed 30+ client interactions per month across the client portfolio
Revenue Growth & Sales Support
- Surface incremental opportunities within existing client relationships and lead add-on deals with existing entities
- Lead cash sales opportunities (when appropriate) through deal lifecycle with Banking teams
- Execute monthly Sentiment Check for client portfolio
- Achieve Revenue Growth Target and Payments Fee growth targets
Client Advocacy & Issue Resolution
- Be the client advocate to ensure issues are addressed promptly working with Service and Operations partners
- Drive early and structured escalation via client issue tracking systems and experience forums
- 100% completion of action plan for respondents with critical VoC issues
- Be responsible for driving superior client satisfaction
Implementation & Digital Engagement
- Coordinate across Onboarding, Solution Specialists, and coverage to keep implementation on track and drive adoption
- Drive digital engagement to enhance treasury efficiency and the overall client experience
- Lead client communication of product migrations, regulatory changes and market updates
What We'll Need From You
Experience & Knowledge
- Significant experience in Client Management roles
- Relevant Treasury/Cash Management experience
- Understanding of treasury products and solutions across cash management, cards, and trade
- Knowledge of client operating procedures, organizational structures, and Transaction Service needs
Skills & Competencies
- Excellent interpersonal, influencing and diplomacy skills to manage internal and client relationships
- Strong analytical and problem-solving skills
- Clear and concise written and verbal communication skills
- Time management and organizational skills
- Ability to work collaboratively across multiple stakeholder groups (Product, Operations, Coverage, Solution Specialists, Business Development)
- Strategic thinking with ability to develop account plans and drive wallet expansion
- Client advocacy mindset with focus on driving superior satisfaction
- Data-driven decision making using analytics tools, dashboards, and scorecards
- Fluency in English and ideally in at least one additional European language
Technical & System Knowledge
- Proficiency with CRM systems and sales disciplines
- Understanding of data and analytics tools including client analytics, client satisfaction platforms, VoC systems, sales dashboards, performance scorecards, account planning tools, and campaign management
- Familiarity with treasury platforms and digital solutions
- Working Environment: office setting, minimal travel required.
- Effort: minimal physical effort required.
This Role is a “Controlled Function” Role as defined by the Central Bank of Ireland Reform Act 2010 and Principal Regulations 2011, and amending Regulations 2014, 2015
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Job Family Group:
Institutional Sales------------------------------------------------------
Job Family:
Investor Sales------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location Full Time Salary Range:
kr615,300.00 - kr984,700.00------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
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