Senior Client Services Manager- Eagle Job
Senior Client Services Manager- Eagle (Job Number: 1316359)
Description
The Senior Client Service Manager (Senior CSM) is responsible for the day-to-day relationship with Eagles more complex clients from pre-contract status on. At a high level, the Senior CSMs focus is on, but is not limited to, the following areas:
1. Provide primary contact and client management with assigned Enterprise clients, providing full product knowledge from functional through technical issues.
2. Responsible for managing production client software needs including all reported issues from inception to resolution, workflow review assessments, business requirement gathering, release management.
3. Manage weekly calls, set client expectations, participate in on-site visits, and build strong rapport with colleagues and clients at multiple levels.
4. Mentor newer and more junior CSMs into the role and provide leadership to them as needed.
5. Utilize other internal areas including, Educational Services, Workflow Improvement, GPS, Development, and offshore resources as appropriate.
6. Proactively look for ways to add value and improve the clients perception of Eagle products, through understanding their business needs and making recommendations for process improvements where applicable
7. Assist tier 1 and 2 resources in recreating issues in multiple environments and support testing effort for issues as assigned and/or related to assigned clients.
8. Ensure the CRM system is updated with all relevant information to support issues tracking and communication with clients.
Major Areas of Accountability:
The CSM begins interaction with the client during the sales process and throughout the clients lifecycle with Eagle. Appropriate involvement during the implementation phase(s) is critical, particularly if being handled by a third-party. Being part of the sales process and implementation provides continuity and allows the CSM to cultivate a relationship with senior managers at the client. The CSM is Eagles key link to the decision-makers at each client. The role operates in both a proactive and reactive mode. CSMs will also react to information and concerns brought to their attention by other internal groups. They serve as the conduit for all client-related activities (e.g. support issues, Global Professional Services (GPS) engagements, add-on sales, client conferences, the Eagle Client Advisory Council meetings, etc.). The CSM must maintain a high level of product knowledge; they should stay current with the products through continued training offered by Eagle and other outside opportunities as appropriate.
Key Objectives:
1. Work closely with Global Support (GS) team on prioritizing and managing issues.
2. Act as a resource to the GS team and consult on client product issues.
3. Understand the clients business and their use of Eagle products.
4. Anticipate client needs and provide proactive assistance.
5. Identify and facilitate opportunities for the generation of incremental license, professional services and training revenue from clients, including product upgrades
6. Support the organizational CRM system that provides a workflow mechanism and knowledgebase for the entire Eagle infrastructure, and enables e-connectivity to our clients.
7. Maintain a high level of subscription and maintenance revenue retention.
Key Stakeholders:
Eagle CEO, Eagle President, VP Sales and Marketing, Global Support Manager, Eagle Product Managers. Other stakeholder groups include, QA, Development, Training, Technical Services, GPS and Sales Marketing.
Other Key Responsibilities:
Proactively monitor each assigned client account, including project implementations, upgrades and client support based on client needs and client success plan.
Supports the further deployment and maintenance of Eagles CRM system. Ensure that client information is updated in an accurate and timely fashion to maintain integrity of the client knowledge base.
Develop Account Plan for each client and execute appropriately with cross-functional teams in a matrix environment
Maintain regular communications with clients with a focus on providing support and managing expectations.
Anticipate client specific product and technical needs that may require specialty consulting, training and additional Eagle products.
Work together with the rest of the support team as a client team identifying where, and when, additional resources and associates should be introduces.
Maintain standard documentation of clients workflow and use of Eagle products (for internal use).
Work with Director, Client Services and other group managers to influence future product decisions based on a summary of client requests across entire client base.
Facilitate Eagle product/module demonstrations as appropriate to assist in achieving add-on sales. Sales Marketing, Product Mgrs and/or other expert teams when necessary, may supplement detailed discussions of use of modules.
Identify, understand and communicate to clients how our product suite can solve their unique business problems.
Planned visits to client sites, in order to: develop client relationship, gather feedback, establish planning activities, communicate updates on Eagle products and support, and determines additional needs of clients.
Accompany sales representatives during the sales process and explain Eagle Relationship Management role as appropriate
Develop incentives for client to provide references for prospects. Develop tools to improve our ability to recognize similar uses of Eagle products to align our clients with similar businesses.
Seek and maintain industry knowledge on a regular basis via seminars and conferences.
Assists Finance in resolving client aged receivable situations.
Qualifications
Key Skills Sets / Characteristics of the CSM:
- Experience in investment accounting (preferably multi-currency), back office operations, and portfolio administration.
- Experience with investment accounting software.
- Proven success in managing client relationships in the investment management industry.
- Appropriately establishes the respect of clients and Eagle associates.
- Self motivated.
- An effective multi-taker.
- Gains results through team-building, influence and motivation
- Excellent negotiation and conflict resolution skills.
- Understanding and experience with sales and implementation strategies.
- Demonstrated successful communication / presentation skills with senior level executives both orally and in writing.
- Ability to maintain and grow long term working relationships with key managers at each client.
- Demonstrates self-confidence, poise and composure with all colleagues, clients and channel partner communications.
- BS in Finance or Accounting
- Must have extensive relevant experience.
Primary Location: London, London, GB
Internal Jobcode: 08421
Job: Asset Servicing
Organization:
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