Client Services Manager; White Plains

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Position- Client Services Manager
Job Id (Use when Referring to Position):	JS1985
Job Type:	FTP
Location:
Experience:	0 - 0
Compensation:	$0.00 - $0.00
Job Description:	Client Service Manager-Professional Services Department: Professional Services Location: White Plains Salary: $90-$120K Date: December, 2006 Overview Day-to-day coordination and control of the client operational relationship to ensure high client satisfaction levels, client reference ability, and maximum revenue generation. The Role · Ensure that clients are receiving appropriate, high quality service from relevant departments by managing and monitoring the operational relationship between company and assigned clients. · Keep abreast of assigned client's activities relating to their usage of products and services and pro-actively provide this information to colleagues as needed. · Work closely with Sales, Services, Support and other departments to ensure clients' needs are understood internally and that client commitments are satisfied. Identify areas where clients' needs are not being satisfied and recommend appropriate remedial action. · Build and maintain relationships with clients through regular communications, including visits to client sites and appropriate client entertainment. · Identify revenue opportunities - services, funded development, new ILF - and coordinate delivery of services where appropriate. Involve other areas (i.e. services, sales) as needed. · Monitor service levels relating to production support issues. Ensure open issues are regularly reviewed with the client. Act as an escalation point for the client on critical issues. Escalate issues internally when necessary. · Act as a general escalation point for assigned clients · Help prepare and deliver client satisfaction surveys and user conferences · Keep abreast of contractual and financial agreements between Company and assigned clients, including RLF agreements. Work closely with sales, finance, and services groups to ensure timely and accurate invoicing and assist with collections when necessary. · Act as a liaison for the product development centers and clients for enhancement projects. Ensure proper communication channels are open so that the development teams receive required information to complete the project and ensure the client is fully briefed on deliverables, etc. Work closely with services and development groups to ensure necessary deployment support / training is arranged upon delivery of enhancements to clients. · Work with clients to provide requested information in areas of vendor management / compliance. Involve sales, commercial operations, or other relevant departments as necessary. Experience · Minimum five years experience in developing, supporting, selling or using banking software with at least two year in a client facing role. Skills required · Assertiveness: Confidence to state own views clearly without damaging relationships · Market Awareness: Knowledge of Banking processes, needs and requirements and how they are/would be best met with products or new technology · Organizational Awareness: Understand different lines of business and the political and cultural sensitivities within an organization · Skilled at asking key questions that help clients to discover their needs, at building trust by communicating effectively with clients about issues, at developing and presenting convincing recommendations that address key client objectives, at setting appropriate expectations with clients and managing them throughout the project life cycle · Influence: Ability to gain agreement to plans and ideas by promoting and focusing on common goals and win-win results · Product Knowledge: Technical and functional understanding of company's line of products and services offerings · Objection Handling: Identifies issues and disagreements, brings it out, takes positive steps to solve it to facilitate collaborative resolution and strengthen working relationships · Presentation Skills: Effectively presents information in a manner that is clear, fluent, and to the point demonstrates ability to adapt communication to different audiences and engage the audience · Working under pressure: Being able to manage own behavior and control emotions, think clearly and remain positive when faced with negative responses, actions or difficult situations · Written Communications: Being able to create written materials with objectivity, conciseness and clarity and medium of communication tailored for delivery and targeted audience. This may apply to a variety of mediums e.g. report writing, business planning, policy writing etc · Project Management: Being able to define project requirements, scoping of project, planning activities, risk and issue management, manage resources allocated, measure project progress, determine corrective actions to ensure successful project implementation
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