Emkay - Associate Vice President/Deputy Vice President - Customer Success - PMS & AIF (10-20 yrs)

Position: Customer Success Manager - AVP / DVP Reports to: Chief Operation officer

Location - Mumbai

Website - https://www.emkayim.com/

Job Overview:

We are seeking an experienced and dynamic Customer Success Manager / Key Account Manager to join our team. This role will be responsible for addressing and resolving queries from Distributors, IFAs (Independent Financial Advisors), and direct customers regarding various aspects of investments in PMS (Portfolio Management Services) and AIF (Alternative Investment Funds). The ideal candidate should have strong expertise in customer handling and solution-oriented approaches, along with a deep understanding of the investment products, particularly PMS and AIF.

Job Responsibilities:

- Act as the primary point of contact for distributors, IFAs, and direct customers, providing exceptional customer service and support.

- Address and resolve queries related to PMS, AIF investments, and other related products, offering tailored solutions and guidance.

- Collaborate with cross-functional teams (Sales, Operations, and Compliance) to ensure smooth execution of customer requests and seamless communication and to ensure timely resolution of issues and provide insights on customer feedback to enhance overall service delivery.

- Provide detailed information on the investment process, product features, performance, and relevant market trends to clients.

- Maintain long-term relationships with key customers and distributors, ensuring their satisfaction and addressing any concerns proactively.

- Continuously monitor customer satisfaction levels and implement strategies to improve service quality.

- Manage and resolve any issues related to customer accounts, ensuring they are kept up-to-date and compliant with all regulations.

- Stay updated on PMS, AIF products, and industry regulations to provide the most accurate and relevant information to customers.

- Develop and execute product strategies and plans for our PMS and AIF offerings, aligned with the company's overall objectives.

Key Skills:

- Solution-oriented with a customer-first approach.

- Strong sense of ownership and accountability.

- Ability to work independently and as part of a team.

- High emotional intelligence and empathy in managing client relationships.

- Excellent organizational and time-management skills.

Qualification:

- Minimum Graduate or MBA - Marketing / Finance

- CA, ICWA, or at least an Inter-CA qualification is an added advantage

Experience:

- 10-12 years of experience in customer success, key account management, or customer service in the financial services sector, preferably within PMS, AIF, or MNC environments.

- Knowledge of taxation and regulatory issues related to investments is highly preferred.