Senior Associate – Client Experience (Relationship Management)
The Catalyst Group · São Paulo, Brazil
**Innovation Powered \| People Inspired** The Catalyst Group is a tech\-focused financial services organization that is creating a spark in a one\-dimensional industry. Founded in the Cayman Islands in 2020, Catalyst is a privately owned and fully independent group. We have offices and teams in 5 countries, servicing a global portfolio of clients with a wide range of strategies, structures, and requirements. Catalyst was founded with a clear mission to reimagine financial services by sparking innovation, harnessing technology, and investing in our people and our communities. In support of that mission, we have built an award\-winning team of highly skilled, innovative, and client\-centric individuals that are enabled with best\-in\-class technology to provide a platform that is unlike anything else in the industry. **We do things differently. We do things better.** Catalyst is a values driven organization. We challenge our people to think and operate in accordance with a set of core values: Collaboration, Innovation, Reliability \& Accountability, Connected Culture, Undivided Attention, Integrity, and Transparency. These values are part of our DNA; they are the principles that guide everything that we do. **Job Description** **Core Details and Responsibilities** This role is based in Brazil, ideally São Paulo but may also be Rio de Janeiro. As a Senior Associate – Client Experience (Relationship Management), you will report to the Associate Director – Client Experience (Relationship Management). The primary purpose of this role is to ensure the effective and efficient management of client relationships and services within the markets serviced by Catalyst, most notably Brazil and the United States. This encompasses the accurate management of client contracts and Service Level Agreements (SLAs), fostering strong, long\-term relationships with clients, and ensuring high levels of client satisfaction. The role involves coordinating and supporting internal teams to facilitate onboarding, operational service delivery, client specific projects, revenue collection, and support business development initiatives aimed at revenue retention and growth. From a high\-level perspective, the core responsibilities that form your role are broken down into the following 7 categories: * Financial Responsibilities * Overall Client Management Responsibilities * Internal Client Relationship Management Responsibilities * Client Revenue Retention and Protection Responsibilities * Accounts Receivable Responsibilities * Marketing Support Responsibilities * Risk and Compliance Responsibilities **Your Daily Tasks** The following are the tasks linked to the Core Responsibilities that will be expected as part of this role: **Financial Responsibilities** Includes (but not limited to) the following tasks: * Client Fee Review – Working with the Business Development, Legal teams \& CCO on the documentation and remediation of scope changes and where needed, with the presentation of data to assist in fee increases or service discussions. * Fee Collection – Escalate and drive revenue collection from the client base. **Overall Client Management Responsibilities** Includes (but not limited to) the following tasks: **Client Contracting and SLA Management** * Ensure that all client information (Client data, Entity/Fund data, Services, and Fees) is accurately captured in Dynamics from the point that the relationship moves from the Onboarding team into a “live environment” and is kept current. * Ensure that all clients have a relevant and accurate Administration Services Agreement (ASA) that is kept current and matches the data in Dynamics (and vice versa). * Ensure that all clients have an agreed Service Level Agreement (SLA) that is reviewed periodically to ensure alignment of services. **Client Relationship Management** * Work with the Associate Director to ensure that a robust and structured client management function is applied and rolled out. * Build and maintain strong, long\-term relationships with clients and business partners. * Understand the client's needs, goals, and expectations – and ensure they are detailed in the Service Level Agreement. * Ensure all relationship\-based queries, concerns, and feedback is provided promptly. * Assisting client with Due Diligence requirements. * Coordinate all fund/client offboarding requirements. * Monthly status report requirements to the Associate Director for Exco/Board reporting. * Backup support for the Relationship Management team when required. **Debtor Management** * Follow\-up on any outstanding invoices that are older than 15 days (or as required) and ensure that all Accounts Receivable for the relevant clients are kept to a minimum. **Client Meetings** * Conduct (monthly, quarterly, or ad\-hoc) client review meetings with clients to ensure the highest level of client satisfaction. * The Relationship Senior Associate must work with the internal teams to ensure they are fully aware of all open/