Job Title:                     Account Manager (Trust, Custody, Finance)

FLSA Status:              Exempt

Hours:                         Full-Time

Summary

The Account Manager (AM) is an officer position responsible for creating long-term, trusting relationships with client firms and advisors. The Account Manager’s role is to oversee a portfolio of assigned firms, develop new trust business from existing client firms and actively seek new sales opportunities. This professional reports to the General Manager of Advisor Relations with a strong focus on relationship management. The AM has a thorough understanding of NATs vision, strategy, mission, purpose, business and operating models, and policies. This professional must possess the requisite wealth management industry knowledge and expertise and be proficient in the core competencies of the company.

Account management responsibilities also include developing connecting with key business executives and stakeholders, ensuring B2B agreements are executed, and preparing periodic performance reports. Account Managers answer firm-level client inquiries and identify new business opportunities with existing clients. In this role, the Account Manager will consult with cross-functional internal teams to improve the entire customer experience. This position may require occasional travel.

The AM plays a key role in client firm growth and engagement with NAT. 

Responsibilities and Duties

• Develop a thorough understanding of the clients’ position in the market, their product/service, points of difference and competitive landscape.
• Establish and build strong working relationships with business leaders at all levels.
• Establish account plans for client relationships.
• Lead client Periodic Performance relationship meetings.
• Ensure B2B business agreements are executed and maintained.
• Evaluate performance by analyzing and interpreting data, metrics, and key performance indicators.
• Write and submit reports to the General Manager in all matters of importance.
• Assist in other tasks as assigned by General Manager.
• Manage day-to-day client communication and ongoing relationships as it relates to current, new and upcoming business and training opportunities.
• As necessary, visit clients, conduct virtual planning meetings, attend trade shows and other industry events to capitalize on networking and relationship-building opportunities.
• Proactively remain connected to clients and the ever-changing market to access new search opportunities and ensure all viable clients are engaged on a regular and effective basis.
• Manage firm level client expectations and escalations.

Requirements

• Experience in service and operations environments.
• Solid understanding of NAT business functions (Trust, Custody, Finance)
• Knowledge of governing law and OCC regulations.
• Outstanding organizational and leadership abilities.
• Exceptional decision-making and critical thinking skills.
• Basic knowledge of data analysis, performance indicators and measures, operational metrics, and performance reporting.
• Outstanding communication and people skills.
• Detail-oriented: Good account managers are generally very organized, thorough, and productive. They seek to understand the cause and identify solutions that leverage their company’s product or service.
• Asks a lot of questions: Strong account managers want to fully understand what they’re working with. They are generally diligent with research and resourceful to ensure they’ve gotten a complete understanding of their clients’ needs.
• Observant: Account managers should be able to sense moods and read body language, so they know their audience and what to say at the right time.
• Outstanding planning: Everyone counts on the account manager to come to meetings prepared with a plan and timeline. They understand that planning ahead will only set themselves, their team, and their client up for success.
• Highly productive: They are strong time managers and look to improve processes and maximize opportunities for high efficiency.
• Bachelor level degree or equivalent work experience is required. MS/MBA is preferred.

Key Metrics and Measures of Success

• Client Satisfaction
• Client Profitability Growth
• Advisor Engagement
• Service Indicators
• Risk Indicators
• Employee Job Proficiency and Development