Job Description:

Job Description:

Toppan Merrill is currently seeking a skilled Client Experience Project Manager to join our growing service team.The Client Experience Project Manager is an integral position within the service and operations team, working closely with clients and our internal consulting, product support, sales, and service teams. This person will assist with customer support and be the primary point of contact for all disclosure document needs. The Client Experience Project Manager will be seen as an expert and demonstrate the ability to understand each client's needs to provide real, effective solutions. The ideal candidate will possess extraordinary customer service skills, demonstrate solid understanding of managing compliance and transactional projects and SEC form types, and have a strong technical aptitude. This is a full-time second shift position with a start time of 2:30pm Pacific.

Essential Duties and Responsibilities:

• Responsible for nurturing and developing effective and positive executive-level client relationships.


• Accountable for overall project management.


• Will take the lead or assist multiple clients in the preparation of disclosure documents.


• Actively participates in client meetings, presentations, and on-boarding.


• Liaison between client and other internal departments (consulting, product support, IT, customer service sites, and sales) for requested services.


• Ability to drive and act as an internal change agent while working with cross-functional teams.


• Is the first point of contact for clients with requests or inquiries.


• Responsible for ensuring resolution to client inquiries by either executing directly or escalating to the appropriate internal teams.


• Documents all activities and resolutions using an internal workflow tool.


• Ensures proper and detailed documentation for job tracking and billing.

Education, Experience, and Skills:

• Bachelor's degree in business or related field preferred or equivalent combination of education and experience.


• 5-7 years of previous work experience in a similar client service environment.


• Role model in service excellence with demonstrated success in a client-facing environment.


• Ability to connect and engage with high-level clientele and internal employees.


• Excellent presentation and formal communication skills.


• Strong technical aptitude with a high level of skill and experience in the Microsoft Office Suite.


• Proven problem-solving and decision-making skills.


• Ability to quickly learn and adapt to changing conditions, regulations & technology.


• Ability to work productively both individually and in a team environment.


• Propensity to successfully manage priorities and respond to deadlines ahead of schedule.


• Detail oriented with strong organizational skills.


• Experience with project oversight, multitasking and ability to lead others through high pressure situations.


• Experience working in firm deadline-driven environments.


• Strong financial services industry knowledge with an understanding of document types, including their purpose and application.


• Preference given to candidates with knowledge and experience in the transaction & compliances services industry, accounting, XBRL, and SaaS tools.


• Ability to travel.


• Flexibility/adaptability with overtime and shift.