Senior Specialist, Client Success

Job Description The Senior Specialist, Client Success supports the design, development, and delivery of client training and education materials that enhance client experience, drive adoption, and promote client self-sufficiency . This role contributes to blended learning solutions tailored to diverse client audiences, business priorities, and specific client requirements. The individual will help develop content and training plans aligned to client initiatives and, deliver client-facing training events. This role works across teams to support the successful rollout of products, services, and client initiatives by translating business needs into clear, effective educational content and delivery. The Senior Specialist also helps gather and synthesize client and service feedback to inform continuous improvement and strengthen client enablement strategies. Primary Responsibilities Develop, update, and maintain client training materials aligned to the broader client training strategy, with the goal of increasing client adoption, understanding, and empowerment. Support the creation of client-facing educational content, including on demand learning modules, presentations, and other learning resources tailored to audience needs. Contribute to the design and delivery of blended learning solutions, including virtual, live, self-paced, and digital learning experiences. Participate in client training events, meetings, and educational sessions, as appropriate, to support successful client onboarding, product adoption, and change readiness. Help drive adoption of digital channels and tools by promoting education that improves client efficiency and supports stronger operating models. Consolidate, analyze, and summarize product, training, and client service feedback gathered through insights, client interactions, and service management engagements. Use feedback and observations to identify opportunities to improve training content, communication approaches, and overall client learning experiences. Support coordination across platforms and business partners to help prepare training for new products, enhancements, or process changes as they are introduced. 10-15% travel may be required Preferred Skills And Experience Experience supporting training, education, communications, client enablement, or client experience initiatives. Experience in the brokerage industry and/or financial services industry strongly preferred. Understanding of financial products, client service models, operational processes, and client support needs within brokerage and/or financial services environments. Strong written and verbal communication skills, with the ability to translate complex information into clear, client-friendly content. Ability to develop learning materials for different audiences and delivery formats. Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment. Collaborative mindset with the ability to work across functions and support a range of stakeholders. Comfort working with feedback, insights, and data to improve content and delivery approaches. Key Characteristics for Success in Role Client-focused and committed to improving the client experience Detail-oriented with strong follow-through Adaptable and comfortable supporting change Proactive and solutions-oriented Strong collaborator with a continuous improvement mindset About Us At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what is all about. Join us and be part of something extraordinary. About The Team At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn Here’s a Few Of Our Recent Awards America’s Most Innovative Companies, Fortune, 2025 World’s Most Admired Companies, Fortune 2025 “Most Just Companies”, Just Capital and CNBC, 2025 Our Benefits And Rewards BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter. BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans. BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting. Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. #J-18808-Ljbffr BNY