Apply for the Relationship Manager role at IPC Systems.

IPC is a fintech company that focuses on the human element and offers advanced cloud‑based trading communications and managed connectivity solutions to financial institutions worldwide.

Title

Relationship Manager

Department

Customer Success

Reporting To

Regional Head of CSM

Office Location

New York, NY
or London, UK

Role Overview

A Relationship Manager at IPC Systems plays a crucial role in maintaining and enhancing client relationships. The role involves guiding new clients through onboarding, overseeing multiple client accounts, reviewing them to ensure services meet or exceed expectations, expanding the client base, addressing client issues promptly, and collaborating closely with other departments to provide comprehensive solutions.

• Maintain strong, trust‑based relationships with key client stakeholders and develop a stakeholder relationship map.
• Create and execute account plans for each assigned client, aligning solutions with client business objectives and collaborating with Account Executives.
• Ensure high levels of client satisfaction by proactively addressing concerns and facilitating timely issue resolutions.
• Conduct regular strategic reviews with clients, focusing on long‑term goals, achievements, challenges and growth opportunities.
• Collaborate with internal teams (Sales, Product, Marketing, Operations, Finance) to ensure clients receive maximum value from our solutions.
• Gather and communicate client insights and feedback to internal teams to drive product improvements.
• Act as the escalation point for any issues or challenges, resolving them quickly and effectively.
• Lead contract renewals and negotiations, developing and presenting proposals for renewal and upsell opportunities.
• Identify accounts at risk of churn and mitigate those risks with proactive retention strategies.
• Proactively identify upsell opportunities by aligning additional services with clients’ business needs.
• Meet or exceed renewal and upsell revenue targets through effective client management.
• Accurately forecast renewal and upsell pipeline and provide regular updates to leadership.
• Work with IPC to act on new opportunities and integrate solutions into clients’ tech stacks.
• Maintain ARR and hold QBRs, tee up upselling and cross‑selling opportunities.

Impact

By ensuring smooth onboarding, effective account management, strategic networking, and prompt problem solving, the Relationship Manager builds trust, loyalty and long‑term engagement, driving retention, referrals and growth.

Essential Skills and Experience

• 7+ years of Customer Success experience, preferably within Enterprise SaaS or Financial Markets.
• 7+ years of account management with proven success in growth and retention.
• Proven experience building effective internal and external relationships to drive growth.
• Experience engaging end‑users, articulating product value, and driving adoption across multiple stakeholder groups.
• Ability to communicate complex products and services clearly and concisely.
• Bachelor’s degree in business or related field.
• Drive to continually improve processes and propose new strategies.
• Positive attitude capable of working through ambiguity and collaborating with a growing team.
• Results‑oriented, fueled by pursuit of goals and problem solving.
• Driven to deliver excellent service and experiences to all clients.
• Self‑motivated while being team focused.
• Excellent coaching, writing, discovery and presentation skills.
• Comfortable with hands‑on contributions and customer meetings.
• Strong analytical skills translating strategic decisions into implications.
• Passion for technology and communications, well‑versed in latest trends.

Desired Skills and Experience

• Experience in Financial Services.
• Experience with Salesforce CRM preferred.
• Ability to address complex issues focused on customer satisfaction.
• Strong verbal and written communication.
• Proficiency in analyzing customer data and feedback to improve service delivery.
• Skill building strong relationships with customers and internal teams.
• Understanding relevant technologies and tools used in customer success management.
• Ability to provide strategic consultations and assist in upselling and driving new business.
• Effective in mitigating attrition and resolving customer issues promptly.

What’s in It for You

• Competitive Base Salary
• Private Medical, Dental and Optical Insurance
• Salary Sacrifice Pension Scheme
• 25 Holidays per Year plus Public Holidays
• Additional Time Off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• IPC University – Internal E‑Learning Platform
• Enhanced Parental Leave
• Wellness Program
• Fitness Membership
• Cycle to Work Scheme
• Season Ticket Loan
• Employee Referral Scheme

Additional Information

Hybrid working is embraced, with teams spending about 60% of time in the office and 40% remote. Some employees may need to work at the office or client sites more than 60% of time depending on role and client needs. Work schedule is determined by the employee and line manager before commencement.

IPC’s Work Culture

IPC’s culture fosters inclusion, prioritizes innovation and maximizes potential. It is a global ecosystem of diverse people who shape IPC’s success over 50 years. We value constructive dialogue, open‑mindedness, bold ideas, new opportunities and excellence.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Sales and Business Development

Industry

Telecommunications