Account Manager
Within the Listing Division, the ExpertLine team forms the bridge between our listed issuers and our listing and trading venue. ExpertLine is based in Paris and being seated in the Surveillance Room they are located at the heart of our Exchange. The key challenges within IssuerIntermediary Support|ExpertLine are as follows:
- Ensure high-quality processing for all mail and telephone questions and requests stemming from issuers;
- Nurture and grow the relation with our listed companies in close co operation with our account managers and EnterNext-team.
- Be the link between our clients and trading on our platform
Key Accountabilities
1/ Respond to issuer questions and requests:
- Process mainly the requests from Portuguese, French and French-speaking Belgian issuers;
- Keep issuers apprised of the status of their request (typically related to aspects of regulations, listings, indices, securities transactions, services, etc.), through use of the "SalesForce" ticket management tool:
- Record a ticket upon each request, by providing an exhaustive description;
- Combine issuer requests involving the same problem;
- Depending on the responsibilities established: process the ticket or forward to the appropriate person / service;
- Make a point to contact the particular person / service to ensure that the response is transmitted by the agreed deadline;
- Respond to the issuer and close the ticket.
- Process issuer requests relative to the statistical data:
- Qualify the issuer's request;
- Depending on the type of request:
- route the issuer to the standard status made available on Connect and/or European Equities.com;
- or extract the data by launching predefined requests under Business Objects;
- or else refer the question to the Statistics Department.
2/ Manage the commercial relation with clients:
- Build commercial ties (in "push" mode) with both domestic and non-domestic issuers listed in our four countries (France, the Netherlands, Belgium and Portugal);
- Telephone these clients in order to offer them our services and circulate our information.
- Develop and coordinate an effective customer outreach program
3/ Ensure reliability of the issuer database:
- Update new contacts in the SalesForce and Connect database on a daily basis;
- Perform frequent verifications in order to validate the reliability of information recorded on issuers;
- Concentrate on adjusting service provision as part of a continuing improvement strategy:
- Gradually update the knowledge base and "standard resolutions" over time as questions are being processed;
- Verify the exhaustiveness and relevance of the ticket categorisation step;
- Create, if need be, new ticket categories.
4/ Nurture and grow the client relationship in close co ordination with our CC and EnterNext team:
- Work collegially with your colleagues;
- Run customised filters and extractions for mass mailing needs;
- Represent NYSE Euronext on seminars and conferences
5/ Oversee operational management and monitoring of the Connect Website modifications and enhance our (mobile) web presence:
- Verify on a daily basis the smooth operations of the Connect Website;
- Ensure that all procedures and rules are being respected (crisis and incident management, internal and external alert procedures, etc.);
- Generate proposals for future Website development avenues;
- Co-develop our mobile web solution;
- Work in close collaboration with Web teams in order to test and validate Website updates prior to uploading.
- Deliver content and content management for our mobile web solution
6/ Perform miscellaneous missions:
- Record all suggested improvements regarding online services and then incorporate these suggestions;
- Evaluate and understand the market and external competition, be capable of rejecting misinformation and altering client perceptions to allow clients to benefit from NYSE Euronext services;
- Manage the communication of index inputs / outputs (quarterly frequency), SRD inputs / outputs (annually), and changes in the mode of continuous listing / fixing (annually);
- Be the Listing Ambassador in presenting the various NYSE Euronext and ExpertLine services to Issuers and Intermediaries or internally;
- Identify the Alternext values to monitor, manage relations with Edison Research, and publish quarterly reports;
Knowledge, Skills and Experience Required
- Understanding of the Business Listing and Cash function (environment, products and services);
- Experience in handling problem situations specific to listed companies;
- Trilingual: Portuguese/English/French fluency in reading/writing/speaking (the candidate's language proficiency will be tested during the hiring interview),
- Knowledge in Website management (HTML language, Dreamweaver, etc.);
- Complete mastery of CRM tools, especially SalesForce, familiarity with office software tools, good writing skills;
- Rigorous approach and analytical mind, drive for excellence;
- Ability to work autonomously while respecting the procedures adopted;
- Good communication skills and ability to convince others;
- Capable of working in a team setting and collaboratively with the other departments (Web Statistics, Finance, Corporate Actions, Client Coverage, Business Development);
- Strong performer, keen sense of intercultural diversity, customer service, Innovation, Diversity, Integrity;
- Knowledge of the "Business" environment; capacity to quickly understand the NYSE Euronext business model, regulators, competitors and the IT field;
- Ability to quickly learn and comprehend market models;
- Reactive Proactive / Power of suggestion / Entrepreneurial.
Developed skills:
- Extensive financial knowledge and familiarity with internal management tools.
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