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SUMMARY
The SVP, Relationship Management is responsible for managing Ultimus client relationships including monitoring and ensuring client satisfaction, assuring client retention, contract renewals and profitability, communicating business changes, enhancing revenue, and pursuing cross-sales opportunities, and overall leadership of the client management process.
KEY ACCOUNTABILITIES
Ensures understanding of client’s future product plans and how Ultimus can help solution.
Drives revenue and client growth working in partnership with the Ultimus Business Development and Product teams. Establishes strategic relationships with key industry Centers of Influence (COI) and industry groups.
Occasionally serves as subject-matter expert in business development meetings.
Works closely with Ultimus department management to ensure our service teams are fully aligned to exceed client expectations.
Works closely with Senior management peers to achieve overall Company P&L goals.
Manages the Relationship Management associates to achieve Ultimus business goals and their personal growth goals.
Where applicable, participates in fund board activities and responsibilities, develops Board level relationships.
Escalates issues in accordance with policy and own resolution working with the Ultimus department and executive management teams.
Travels, as needed, to meet with clients and participate in conferences, COI, or other firm-related meetings.
Reviews meeting materials and minutes to assure Ultimus materials are presented accurately.
Coordinates with Executive Committee, Relationship Manager, and team members for education opportunities for board members.
PERSONNEL MANAGEMENT
Manages associates within department including, but not limited to, hiring, training, and developing associates, delegating work assignments, writing, and conducting performance appraisals, salary recommendations, coaching and counseling, and administering corrective actions.
Conducts one-on-one and team meetings with associates on a regular basis to discuss new procedures, problems, and issues.
Establishes team and individual goals for department.
Fosters performance of associates and the processes used by them; holds the associates accountable for their work.
WORKING RELATIONSHIPS
Serves as Ultimus liaison with board chairs and/or lead independent directors.
Occasionally (primarily for Ultimus contract renewals) attends board meetings for Tier 2 clients.
Attends periodic (quarterly and as scheduled) board meetings for Tier 1 clients.
Client executive level visits/conference calls on a regular basis.
Mentors associates with instruction, coaching, providing real-time on-the-job experiences, modeling effective practices, and advising on methods used.
Develops and maintains strong internal teamwork with Ultimus department management. Works with internal management and service teams to ensure we are meeting and exceeding client expectations.
Regular client communication and updates. Manages client account and action plans which focus on client satisfaction, communication, specific service needs, contract renewals, profitability, and product cross-sale.
Internal communication with service teams.
May perform other duties as required and assigned.
EDUCATION AND EXPERIENCE Bachelor’s degree in business administration, financial services, or related field.
15+ years of financial services industry experience.
7-10 years of management and leadership experience.
Equivalent education and experience will be considered.
KNOWLEDGE Client relationship management.
Microsoft Office Suite.
Adobe Acrobat.
SKILLS AND ABILITIES Fully embraces Ultimus Culture. The power of the team, owning the process, and striving for relentless improvement are key aspects of our Culture Playbook.
Establishes and maintains strong relationships with clients, executives, and senior management.
Ability to leverage relationships to enhance client satisfaction and achieve company goals.
Develops and implements client action plans and executes company projects.
Ensures that good business decisions and judgments are made based on sound financial principles and knowledge of the business to broaden company goals.
Adaptable, responsive and drives change.
Seeks and collaborates on innovative ideas for service enhancements or business improvement.
Motivates, develops, and trains the Relationship Management team.
Develops a strong culture built around teamwork.
Supports all internal service teams with the goal of exceeding client expectations.
Provides excellent service and build strategic senior level client partnerships based on knowledge of client business requirements.
Aligns associates with company values and goals.
Plans and delegates the work of others.
Motivates and inspires others.
Assesses the performance of self and associates to make improvements or take corrective action.
Plans and develops systems and procedures to improve operating quality and efficiency of department in accordance with company policies and procedures.
Troubleshoots issues utilizing creative and critical thinking skills.
Multitasking, analytical, and organizational skills.
Initiative-taking, strategic, and meticulous approaches with a strong commitment to quality, efficiency, and effectiveness.
Demonstrates personal integrity, responsibility, and accountability.
Effectively uses resources such as time and information in conjunction with associates.
Participates in solving problems and making decisions.
Presents and expresses ideas and information, written and oral, clearly, and concisely.
Actively listens to others to achieve understanding and supports an open exchange of ideas and information.
Identifies needs, arranges for, and obtains resources to accomplish individual and department goals.
Establishes and develops effective working relationships with associates and clientele during both favorable and unfavorable situations.
Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion.
Ultimus is an equal opportunity employer and does not discriminate on the basis of the applicant’s or employee’s race, color, religion, national origin, ancestry, gender, sexual orientation, age, disability, veteran or military status, genetic information, citizenship or any other status entitled to protection under federal, state or local anti-discrimination laws. No questions on our employment application are intended to secure information that is to be used for impermissible purposes.