The Client Engagement & Success Management (CESM) team at Addepar is responsible for the complete post-sales lifecycle of an Addepar client. Through strategic guidance and partnership, CESM ensures clients derive maximum value from the platform, leading to overall adoption success, retention, and renewal. Few roles provide such a direct impact on the growth of the company.

You will become a trusted advisor to your clients, deeply understanding their business and their needs, and helping them increase the value they get from Addepar. This role works closely with the Account Manager, cross-functional Product and R&D teams, and Services functions to effect change management, and drive standard methodologies and utilization of the platform. You will be the client’s internal advocate, helping ensure an excellent experience, and capturing feedback on ways that Addepar can build the next generation of client-centric solutions.

What You’ll Do

  • Cultivate long-term relationships with your portfolio of assigned clients, connecting with key business executives, and the home office support teams, power users, and end-users applying the platform day-in and day-out.
  • Develop a deep understanding of each client’s goals, business requirements, and industry challenges, how they are using their Addepar solutions to grow and meet their advisor/end-client needs, as well as ensure account retention.
  • Provide strategic oversight during the entire client journey including implementation, optimization, growth, and renewal; Ensure a seamless handover of knowledge and responsibilities where appropriate.
  • Develop success plans with clients, including mutually agreed-to objectives, timelines, and metrics.
  • Drive adoption and continuously provide education to clients on new features and the monthly release of improvements to the software.
  • Knowledgeably discuss opportunities for Addepar services, solutions, and standard methodologies in a way that influences internal and external partners to drive outcomes from pre-sales to post-sales engagement.
  • Assist in the identification of new revenue opportunities for the Account Manager and participate in proposals to clients, including but not limited to:
  1. Scoping of new projects that subsequently lead to additional service hours or a service package.
  2. Introducing other Addepar products/partners for cross-selling.
  3. Understanding contractual commitments and opportunities for additional revenue.
  • Partner with the Account Manager to deliver quarterly business reviews to align on business priorities, optimization opportunities, Addepar’s product roadmap, and to review product usage and adoption patterns and/or insights.
  • Be the voice of the client to Product, R&D, Product Marketing, Support, Account Management, Services, Finance, etc. building strong working relationships with each area to ensure client success and consistency of engagement.
  • Build and maintain a high level of client happiness and reference-ability by successfully diagnosing business operations of clients and prescribing appropriate solutions and Services.
  • Share Addepar client success stories as well as client success frameworks and processes.
  • Develop/maintain technical and business knowledge of industry directions and trends.

Who You Are

  • 10+ years in client-facing, client success, or strategy roles at wirehouses, banks, broker/dealers, or other types of large enterprise firms; Ideally, also worked with a technical product.
  • Proven record of translating business needs into technical utilization of available product solutions.
  • Strong analytical skills and rigor around bringing discipline, rules, thoroughness, consistencies, and a structured framework to processes and operations.
  • Knowledge of technology that helps you engage and have credibility with product groups within Addepar and clients up to MD/C-Suite level.
  • Strong verbal and written communication skills.
  • History of success as a consultant, strategist, pre-sales, technical account manager, or equivalent driving organizational change and adoption efforts.
  • Experience building and enhancing relationships with senior executives, key influencers, decision-makers, and power users; executive presence and ability to effectively navigate and persuade all levels of an organization.
  • Strong time management and prioritization skills.
  • Track record of leading large, sophisticated projects and/or programs, preferably at a large enterprise firm.
  • Experience handling difficult clients or situations and can demonstrate successful outcomes or resolutions.
  • Must be collaborative and work effectively within a team environment with Addepar Cross-Functional teams: Sales, Account Management, Product, Marketing, Engineering, and Services.
  • Ability to navigate data and people to find answers.
  • Independent, adaptable, and can thrive in a fast-paced environment.
  • Experience working in Financial Services/ SaaS preferred.
  • Must be open to travel.
  • Ability to communicate in Spanish, Portuguese, French, or other languages is a plus.

Our Values 

  • Act Like an Owner – Think and operate with intention, purpose and care. Own outcomes.
  • Build Together – Collaborate to unlock the best solutions. Deliver lasting value.
  • Champion Our Clients – Exceed client expectations. Our clients’ success is our success.
  • Drive Innovation – Be bold and unconstrained in problem solving. Transform the industry.
  • Embrace Learning – Engage our community to broaden our perspective. Bring a growth mindset.
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