Client Success Representative Vp

Buscojobs; Greater London; On-site; GBP 60,000 - 100,000; Full time

Job description

Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk, and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries across various markets. The company was acquired by State Street in October 2018.

This position involves managing production Charles River IMS systems for multiple clients within the Charles River SaaS offerings, including application management for both hosted and non-hosted clients. It is a client-facing role requiring both business and technical expertise.

Responsibilities:

1. Primary Client Contact: Act as the main point of contact for clients regarding issues, ensuring prompt acknowledgment and resolution to maintain satisfaction.
2. Collaboration with Support Teams: Work with support teams to ensure comprehensive service delivery and address client issues end-to-end.
3. Client Meetings: Regularly meet with Relationship Managers to review team performance, identify improvement areas, and align efforts with client expectations.
4. Support and Communication: Respond promptly to support inquiries, keep clients informed on ticket status, and develop strong relationships to understand their needs.
5. Proactive Engagement: Anticipate client needs with regular updates and be accessible for urgent matters.
6. Reporting: Generate support status reports and update clients on changes, releases, and patches.
7. Client Feedback: Participate in the Client Advisory Board to relay client concerns and feedback.

Skills, Experience & Qualifications:

1. Experience with Financial Services Investment Management, Trading, or related systems (e.g., Charles River IMS) is highly preferred.
2. Proficiency in designing, operating, and delivering IT services; ITSM certification is a plus.
3. Ability to collaborate across departments to deliver excellent customer service.
4. Preferred experience with servers, OS, networks, scripting, XML, programming languages, job scheduling, monitoring software, disaster recovery, and business continuity.
5. Strong customer service, technical troubleshooting, communication, and interpersonal skills.
6. Bachelor’s degree in a technical or analytical discipline.
7. Minimum 7+ years of relevant industry experience.
8. Experience with Salesforce or ServiceNow is preferred.