Client Technology Manager

New York, NY 10012

Posted: 11/29/2018 Industry: Manager Job Number: 4185 Pay Rate: 120,000


Role Description

The Client Technology Manager (CTM) at xxxx  is a person accountable for the overall client experience of the accounts assigned to them.  CTM is responsible for understanding, managing, and overseeing all the technology configuration and strategy with the key decision makers within the client’ s organization.  CTM is the client champion with key knowledge about customer’ s people, process, and technology and is the primary escalation point for all matters related to service delivery.  CTM will partner with Business Development Manager to create a growth strategy and identify ways to grow xxxx  business within their accounts.

RELEVANCY to xxxx  Mission and Vision

As an CTM, you will have a great impact to xxxx  Vision and Mission.  Your activities and contributions will have a direct impact on xxxx  and its clients.  Through you day to day activities, your objective is to:

 

·        Create xxxx   Ambassadorship – Client is promoter of xxxx   and its services

·        Generate Customer Loyalty – Client is renewing all the services with  xxxx 

·        Generate Growth within Customer Account – Client is growing their spend with xxxx  by expansion of services

 

Expected RESULTS - MEASUREMENTS

·        Loyalty

o   Semi Annual relationship score (NPS > 7) for all clients

o   IT Governance Attainment - 100% completion of all proactive activities

o   Clients are referenceable clients (50% of more clients agree to be references)

o   Clients are renewing their contracts (95% renewal rate - $)

o   Entitlements – All devices and users are associated to service entitlements

·        Growth

o   Clients are increasing their spend with xxxx  (Annual X% growth in Monthly Recurring Revenue)

o   Account plans are created and completed for all ALL clients

Expected   Activities

·        Create an Account Plan for clients using the account planning framework

·        Managed and keep client data current in key systems – SalesForce, Box, ITGlue

·        Meet regularly (in-person) with client on agreed cadence to:

o   Review xxxx  overall service delivery (Account review templates)

o   Monitor and ensure all the scheduled reporting is being delivered on agreed cadence (Success Criteria Reporting, IT Governance Activities)

o   Understand current challenges and planned projects where xxxx  can add value

o   Discuss and pitch new service features and/or services

·        For all clients, collaborate with Business Development Manager on new opportunities and contract renewals

·        Perform review and reconciliation of

o   Service Entitlements

o   Monthly invoices

o   Key processes & procedures

o   Watch-list cases

·        Follow-up and be the single point of escalation for client on Escalated issues

o   Follow-up on all case survey feedbacks where feedback is < 8

o   Follow-up on all cases escalated to xxxx -escalations for the accounts you are managing

·        Educate and keep client and internal xxxx   teams updated on client feedback/discussions

o   Send an email with Meeting Notes after every call/meeting with client; bcc to SalesForce

o   Post customer feedback on client’ s chatter page

o   For urgent and timely activities that needs to be done in < 7 days, add client to CodeRed list and update the CodeRed list with all the activities that need to be completed within 7 days

o   For clients that are at risk of leaving xxxx   add them to At Risk list and complete the At Risk client worksheet

EXPECTED BEHAVIOR

·        To act as the primary technical interface between the client and  xxxx 

·        To have an in-depth working knowledge of the client’ s technology and business workflows and configurations.

·        To build and maintain excellent relationships with the wider Account Teams

·        To build and maintain collaborative relationships with key third party vendors 

A Day in a Life of CTM…

·        Review all open cases and follow-up on all critical/high priority cases

·        Review client feedback (Case Surveys) and follow-up on any scores < 7

·        Review sentiment trends and identify corrective actions

·        Monitor and respond to escalations from client

·        Follow-up with client on urgent/time sensitive activities

·        Follow-up on any delayed pro-active activities

·        Follow-up on long running open cases

·        Associate new devices/users to appropriate Entitlements in SalesForce

A WEEK in a Life of CTM…

·        Host and run the weekly service review meeting (if required)

·        Update code red list and associated action items

·        Review case trends and identify and create problems cases

·        Update Account 411 (if required)

·        Review open projects (if any) and follow-up with PM on current status

·        Perform a once a week virtual “ check-in” with client contact

·        On-site visit with at-least 3-4 clients (within driving/commute distance)

A Month in a Life of CTM…

·        On-site visit with client (within driving/commute distance)

·        Host and run the monthly service review meeting

·        Analyze and report on IT Governance activities

·        Update account plan, account team in SalesForce

·        Create and schedule ad-hoc activities

·        Review monthly invoice

·        At-Risk Planning

·        Review and identify ways to improve Client Profitability

·        Perform pro-active activities like …

o   Update VIP users

o   Infrastructure Review

o   Vulnerability and Patch Status Review

Required Skills/Experience

·        Bachelors or Master’ s Degree

·        Strong people and project management skills.

·        Strong and effective oral and written communication skills.

·        Understands the business domain, customer positioning and prevailing technologies.

best candidate will also have (although not required)

·        Prior experience as Technology Engineer

·        Prior experience working at a Managed Service Provider

·        Engaging at all levels within an organization right to C level

·        Knowledge of the Hedge Fund and PE business

competencies

·        Analytical Skills

o   Collects and researches data

o   Designs workflows and procedures

o   Identifies data relationships and dependencies

o   Synthesizes complex or diverse information

·        Business Ethics

o   Inspires the trust of others

o   Keeps commitments

o   Treats people with respect

o   Upholds organizational values

o   Works with integrity and ethically

·        Communications

o   Exhibits good listening and comprehension

o   Expresses ideas and thoughts in written form

o   Expresses ideas and thoughts verbally

o   Keeps others adequately informed

o   Comfortable presenting and/or speaking to a large group

o   Selects and uses appropriate communication methods

·        Customer Service

o   Exceptional customer focus and bias for action

o   Displays courtesy and sensitivity

o   Manages difficult or emotional customer situations

o   Meets commitments

o   Responds promptly to customer needs

o   Solicits customer feedback to improve service

·        Job Knowledge

o   Competent in required job skills and knowledge

o   Displays understanding of how job relates to others

o   Exhibits ability to learn and apply new skills

o   Keeps abreast of current developments

o   Requires minimal supervision

o   Uses resources effectively

·        Problem Solving

o   Develops alternative solutions

o   Gathers and analyzes information skillfully

o   Identifies problems in a timely manner

o   Resolves problems in early stages

o   Works well in group problem solving situations

qualifications

·        To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability

·        Ability to read, analyzes, and interpret common technical journals, and legal documents such as contracts. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. 

Education

·        Bachelor’ s degree (B.A.) from four-year College, or University, and/or training or equivalent combination or education and 5+ years’ experience in the financial services vertical.

Computer skills

·        Power point, Excel

Technical skills

·        Technical knowledge, both of current technology and emerging trends

 

Claire Williams

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