Client Services Director
Have you wondered what it’s like to work for one of BC’s Top Employers?
Well, come work for FINCAD and find out. Since 2009, we have been recognized as being one of BC’s Top Employers for 5 consecutive years.
Are you passionate about working with a team that creates world class software? Are you a firm believer of putting customers first and doing what it takes to make customers successful? Do you have an untapped interest in the financial markets? Do you want to work in a dynamic environment with colleagues who are striving to meet high growth objectives? And perhaps you’d like to work with smart, passionate, and all-around awesome people? If so, you should keep reading…
The Opportunity
Headquartered just outside Vancouver, BC, with an office in Dublin, Ireland, FINCAD has been providing software to the financial industry for more than 20 years and is the leading provider of financial analytics technology, enabling global market participants to make informed hedging and investment decisions. FINCAD’s solutions support the valuation, reporting and risk management of derivatives and fixed income portfolios.
With one of FINCAD’s core values being “Customers First”, this role is critical to the growth and success of the company. We are looking for a Client Services Director to lead our talented global client services team in providing world class pre-sales, post-sales support, and professional services to our global client base.
About You
I am a highly organized, driven, results focused senior professional with a keen interest in technology and finance. I truly believe that customer satisfaction is the backbone to the success of any company. My passion for technical sales excellence and customer success is such that people around me get inspired to deliver the same level of service excellence as I do. I take pride in my track record of building and leading high performing teams. My analytical mind and systems thinking approach enables me to put in place efficient and scalable systems and processes. I am looking to join a growing company that truly values teamwork, honesty, integrity, delivering results, and putting customers first.
What We Will Ask of You
Reporting to the Vice President, Sales Client Services, the Director of Client Services will be responsible globally for ensuring exceptional partnership with FINCAD Sales and exceptional service is provided to our clients across our 3 different and very technical solutions. More specially, the Director of Client Services is expected to:
- Be accountable for the recruitment, day to day management, coaching and ongoing development of the Client Services team with a focus on engagement, professional development and high performance.
- Develop, communicate, and execute a strategy for a client service model that includes pre-sales, post-sales and professional services and ensures excellent and efficient service delivery to our customers, leading to successful sales cycles, customer referrals and repeat business.
- Lead the simplification and streamlining of process and tools to increase our ability to scale and grow the business.
- Partner closely with Sales Management to ensure the company achieves its revenue targets.
- Drive excellence through every aspect of Client Services work and be a vocal advocate for the FINCAD customer experience.
- Collaborate with Sales to develop processes to improve our ability to effectively sell and deliver professional services projects.
- Facilitate the communication of customer feedback and needs back to Product Management.
- Ensure the team is continually developing its market, domain, and expert product knowledge.
- Manage department expenses within budget providing regular forecast updates.
- Contribute actively to a positive, results oriented, customer centric, collaborative and supportive work environment.
- Continually learn about FINCAD clients, industry and the financial instruments in the market place.
- Regular travel to the Dublin office and customer sites is required.
What You’ll Need
- 8+ years’ experience in a customer support or pre-sales environment with a least 5+ years’ leading a customer/client services function in the software technology industry.
- Depth of experience in either pre or post sales required with exposure to all aspects of client services (pre, post and professional services) preferred.
- Previous experience leading a large team and managing team managers (including at remote offices) with the ability to coach and mentor staff, both in technical areas and in personal and career development.
- Experience in writing/evaluating scope-of-work documents/contracts and other project management techniques to manage and de-risk professional service commitments.
- Previous experience in the finance industry is a definite plus.
- Thrive in a fast-paced intellectually challenging environment; work well in pressure situations.
- Organized with ability to prioritize and meet deadlines in a highly integrated team environment.
- Proven experience in driving and managing complex change successfully.
- Positive, self-starter attitude and desire to exceed expectations at every opportunity.
- Highly effective interpersonal, communication, influencing and negotiating skills.
- Able to solve problems and think strategically, leveraging a pragmatic fact based approach.
- A strong interest in and desire / commitment to learn the capital markets space.
- University degree in business or quantitative subject preferred and/or Project Management training/certification (i.e. PMP) is an asset.
What’s In It for You?
In addition to our competitive compensation and benefits package, we offer all employees:
- A company that values its employees and believes in creating a positive work environment with a results oriented performance based culture.
- A culture that strongly believes in personal growth, offering employees ongoing professional development and opportunities to grow and develop within the organization.
- Offices that are bright, airy and 100% open-plan. Everyone enjoys the bright natural light from floor to ceiling windows with a spectacular 360 degree view of the Coastal Mountains and surrounding urban areas. We are conveniently located next to a Skytrain station (literally across the parking lot).
- Our Ministry of Fun that organizes regular social and sporting activities for employees and their families, including monthly socials, company anniversary celebrations.
- An opportunity to give back to the community through FINCAD HOPE [Helping Other People Effectively] – our employee managed charitable program that enables you to get involved with deserving community projects and make a difference.
- Support for a positive work life balance through free use of on-site fitness centre, choice of free parking or a transit subsidy and 4 weeks’ vacation on hire.
Next Steps
If you are a fast learner, a team player who can work independently, a good listener who can work well under pressure, a professional who is accountable and reliable, and you possess a positive attitude; you are a perfect fit for this dynamic, fun, fast-growing company.
To apply for this exciting opportunity to learn and grow in the software and finance industry, please email your resume with a cover letter to CSDirector@fincad.com.
As well, you can visit our website to learn more about us. http://www.fincad.com
We look forward to meeting you!
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