Job description
At Franklin Templeton, everything we do is focused on one thing – delivering better client outcomes. We do that by partnering closely with our clients, assessing their strategic needs, and identifying the solution or solutions that can meet the challenge. Over 9,500 employees working in 34 countries around the world are dedicated to servicing investment solutions for our clients in more than 160 countries. For more than 70 years our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team.
We are looking for a Client Success Specialist, Digital Wealth Solutions (m/f/d) to join Franklin Templeton Digital Advisory Services GmbH (FTDAS) in Frankfurt, Germany. FTDAS are focusing on digital wealth management solutions in a new business unit to provide solutions beyond traditional asset management products. The role of the Client Success Specialist will focus on cultivating opportunities, supporting our clients and sales teams and selling the platform and it's services, such as personalized investment solutions, advisor platforms and other fintech offerings and software, making this very different to your typical sales roles within FT (that focus on selling products e.g. mutual funds, ETFs, etc.).
As the role is client-facing and a new venture for the firm, it is critical the candidate has an unlimited desire to exceed client expectations and the agility and ambition to work in a fast-paced, startup environment. We are building a new industry-defining business and we are seeking candidates who are up to the challenge of doing things better than before for our clients!
What are the ongoing responsibilities of the Client Success Specialist?
The Client Success Specialist will be responsible for delivering an excellent client experience, driving revenue and exceeding activity targets. The ideal candidate should possess ingenuity, empathy, strong work ethic and a genuine desire to change the way people invest in their future
Client Success
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Partner with the sales team to meet/exceed sales objectives by promoting the company's wealth management solutions to Independent Financial Advisors (IFAs) & intermediaries in the German market.
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Proactively answer customers’ requests and guide them through the software. Provide the optimal user experience, in German.
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Act as a client advocate; empathizing, sharing client feedback, reporting issues & continuously seek out new and better ways to achieve their goals
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Own & be responsible for the end-to-end client experience. Be the first line of defense for client queries and incoming calls. Act as one-team with the externally focused Salesperson to provide full territory coverage and round-the-clock service.
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Continuously promote the value of our offering and pursue opportunities to increase client adoption and engagement with our capabilities. Anticipate future customer needs & seek out opportunities to address them before issues arise.
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Be able to greet customers (in person & virtually) in a friendly/enthusiastic manner & help them feel comfortable when interacting with the firm and our brand. Provide pre & post meeting/event support including set-up and meeting coordination (materials, event space, post-event follow-up, etc).
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Collaborate with support teams & drive cross-functional partnerships on service-related effort. Proactively engage with teams inside and outside the firm to bring issues to closure & exceed client expectations.
Knowledge base
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Lead with a solutions and service-orient mindset. Continue to build out new & rethink existing approaches and processes.
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Ensure queries are captured and documented appropriately. Review service levels and issue trends. Identify common themes and develop solutions to address them; e.g. documentation, training, communication, etc.
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Utilize company CRM database to capture prospective clients & log engagement activities.
What qualifications, skills & experience would help someone to be successful?
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Relevant experience within similar industry and/or specialty – technology, hospitality, client service, design thinking/process optimization, finance
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2+ years’ sales experience in relevant field
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Excellent German language (verbal & written) and interpersonal skills
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Preferably a relevant bachelor’s degree or higher
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A customer-oriented, passionate, creative and innovative self-starter
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Digital native and technology enthusiast
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Enthusiastic with a desire to learn
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Proficient with the Microsoft Office suite
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Understanding of the financial industry, it’s key players as well as current trends, particularly in digital wealth; tech-savvy
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Comfortable engaging with clients and prospects in all phases of the sales and relationship management process
#LI-EUR
We thrive in a dynamic culture and offer an opportunity for you to maximize your potential and we are committed to offering a competitive compensation package as well as exceptional benefits program. Franklin Templeton values diversity in its workforce and welcomes employees from different backgrounds, generations, capabilities, cultural identification, sexual orientations, and gender expression, in addition to other attributes that contribute to a truly diverse and inclusive community. Please apply for this position through our website
www.franklintempleton.de
together with a detailed CV in English, references and your salary expectation.
Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need a workplace arrangement to search for, or apply for, one of our positions please send an email to
accommodations@franklintempleton.com
. In your email, please include the arrangement you are requesting and the job title and job number you are applying for. We will review the request and make a best effort to enact the arrangement. It may take up to three business days to receive a response to your request. Please note that only requests for arrangements will receive a response.
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