Technical Relationship Manager recruitment
MAIN ACTIVITIES:
The team is comprised of a number of TRM’s each with their own allocated customers and specific team duties but with a responsibility to ensure that all customers are serviced correctly. The main responsibilities of the role include:
- To provide a single point of contact with Patsystems for Clients on a continuing basis in respect of technical and operational matters
- To co-ordinate the installation and upgrade of service components to meet the requirements of the client in accordance with agreed procedures
- To provide technical advice to the client in all aspects of service deployment and delivery including changes resulting from external factors like Exchanges
- To conduct periodic proactive Service Management reviews with clients in conjunction as required with Operations and Account Management personnel
- To understand the technical infrastructure of the client, get to know their operation and personnel, be proactive in project and cycle management as well as creating a sense of urgency and ensuring patsystems technical resources are aligned with the needs of the client.
- To understand the development roadmap for new service functions and systems and how each will impact the client installation
- To ensure that there is appropriate and regular communication with the client. Conduct frequent service reviews to monitor for problem trends and identify needs
- To champion the client’s issues and concerns within patsystems
- To co-ordinate closely with the client’s Account Manager to support commercial objectives
- To provide incident management for high severity problems
- To undertake technical diagnostics, patching and software upgrades where relevant
Pre Sales Activities
To provide the Sales and Account Management team with technical support during the sales cycle. This may require technical service presentations, the drafting of technical quotations and advice on configuration management, availability management, and installation.
General Activities
• To provide project management expertise
• To provide peer review duties for documentation
• To provide guidance / training to other Patsystems staff as necessary
• To undertake Exchange Liaison or Technical Specialist duties as assigned
• To work in conjunction with all sections of Customer Operations to ensure that Quality of Service deliverables are achieved
• To provide support as required to Sales, Development, Account Management and Finance to discharge their duties
• Contribution to the design and development of new Operations practices and procedures to achieve the overall objectives of Customer Operations
SKILLS AND EXPERIENCE:
- Organising software projects including installations and upgrades
- Excellent English and Chinese communications skills, both verbal and written
- Good basic IT understanding
- Experience of IT service desks
- Basic understanding of network environments
- Understanding of trading systems, exchanges and derivatives market would be an advantage
COMPETENCIES:
• Excellent verbal and written communication skills
• Excellent listening skills
• Comfortable working in a multi-cultural environment across multiple countries and time zones.
• Good team worker
• Able to organize own work and demonstrate good judgement in prioritising.
• Able to handle conflict with dissatisfied customers
• Able to tackle requests and problems in a logical and organised way
• Capable of building and maintaining customers’ confidence
• Good attention to detail and focused on getting things right first time
• Committed to resolving problems for customer, even at personal inconvenience.
Location
• Singapore. Depending on customer allocations it may be necessary to travel to customers in Asia on a regular but not frequent basis for short visits.
The details contained in this job description may change from time-to-time in-line with company requirements.