Client Success Manager

Overview:

We don’t simply hire employees. We invest in them. When you work at Chatham, we empower you — offering professional development opportunities to help you grow in your career, no matter if you've been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day. 

ChathamDirect is a robust SaaS based platform which helps commercial real estate investors manage value and report on their debt and derivatives portfolios. The Valuations, Reporting, and Analytics teams is seeking a Client Support Manager to help meet the increasing need of our clients. The team operates in a dynamic environment, working with knowledgeable professionals to solve complex problems while building relationships to deliver meaningful impacts for our clients.

The Role:

The Client Success Manager is the first point of contact for our commercial real estate clients utilizing the ChathamDirect platform. You will take the lead in answering their questions and solving functional issues and ultimately ensuring success within the platform. For technical or advisory related issues, you will coordinate with the appropriate Chatham employees to deliver timely resolutions. Front-end support and client satisfaction are the primary focus, while process improvement and internal communication are strong secondary focuses. Opportunities exist to expand the responsibilities of this role, particularly in client success.

Key Responsibilities:

• Serve as day-to-day client contact for assigned accounts, providing technical and customer service support to clients using our ChathamDirect SaaS platform.
• Build relationships with clients’ business users to understand their specific ChathamDirect processes.
• Become a ChathamDirect technology subject matter expert and provide first contact support for existing clients within the defined service model.
• Review and extract information from various types of real estate source documents such as loan agreements and promissory notes, leases and rent rolls, income and expense statements, capital expenditure reports and balance sheets.
• Assist clients with setting up and using the platform, including system demos and end user training, running reports, managing data, responding to user inquiries in a timely manner, and monitoring and evaluating user feedback.
• Collaborate with client account teams including the creation and execution of user engagement and adoption plans.
• Answer functional questions, troubleshoot issues, and coordinate internally with team members to escalate issues when necessary.
• Solicit feedback from clients to continuously improve our services and enhance the overall client experience. Gather insights and market intelligence to inform product development and strategic decision-making.

Contributors to your Success:

• Ownership mentality with ability to develop and maintain strong relationships with clients, providing ongoing support and ensuring that we are delivering the highest level of service possible.
• Ability to work independently and cross-functionally with client service, product, and data teams.
• Extremely high attention to detail, accuracy, and organization.
• Excellent communication skills, both verbal and written, with the ability to convey complex ideas and information to clients, team members, and other stakeholders.
• Capacity to prioritize and execute tasks in a short timeframe.
• Ongoing desire to expand your knowledge and skillset while growing your career.

Professional Requirements:

• A minimum of 2 years of experience in a customer facing role.
• Experience working in commercial real estate, loan servicing, or debt capital markets will be strongly favored.
• Strong academic background, ideally in finance, economics, real estate, mathematics, computer science, engineering, or related quantitative discipline will be strongly favored.
• Proficiency with Microsoft Excel and PowerPoint.
• Experience with CRM software (e.g., Salesforce, FreshDesk) and other relevant tools.

About Chatham Financial:

Chatham Financial is the largest independent financial risk management advisory and technology firm. A leader in debt and derivative solutions, Chatham provides clients with access to in-depth knowledge, innovative tools, and an incomparable team of over 600 employees to help mitigate risks associated with interest rate, foreign currency, and commodity exposures. Founded in 1991, Chatham serves more than 3,500 companies across a wide range of industries — handling over $1 trillion in transaction volume annually and helping businesses maximize their value in the capital markets, every day. To learn more, visit chathamfinancial.com.

Chatham Financial is an equal opportunity employer.

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