Client Relations Manager I

About the position

As a part of our existing Contact Center, our team aims to provide high quality customer service. You will be working alongside experienced colleagues in established locations. Join our growing leadership team and help us deliver world class service to our U.S. shareholders. Our Investor Services department offers financial services to prominent companies from the U.S. capital market sector. As part of it, the Customer Service team provides world class service to our shareholders and financial professionals, with a focus on demonstrating core values in each of our interactions: phone, correspondence, and digital services. The team provides information and support to the company’s existing customers on their chosen investment products.

Responsibilities

• Maintains contact with client at an executive level, focusing on the strategic nature of the relationship.
• Represents the Enterprise to the client and the client to the Enterprise.
• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship and retention activities.
• Acts as the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process.
• Works to maintain and grow the client relationship while ensuring ongoing customer service.
• Identifies new business opportunities and coordinates with appropriate sales personnel for opportunities of new FIS products or services.
• Keeps abreast of new products/services and changes to existing products/services.
• Maintains comprehensive knowledge of applicable products, services and company policies and procedures.
• May participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services FIS is offering.
• Manages personnel who assist in the management of the client relationship.
• Selects, develops and evaluates personnel to ensure the efficient operation of the function.
• Identifies areas where continuous improvement can be applied, oversees the implementation of the change and measures the level of improvement.
• Participates in client loyalty process by participating in follow-up discussions and developing action plans to address any negative comments.
• Manages and communicates expectations internally and externally.
• Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) 'misses' and contacts appropriate product area if 'misses' fall within guidelines of a contractual penalty.
• May monitor call queues, call volume, and other metrics.
• Analyzes results and analyzes trends.
• Ensures the volume of work produced meets product/service standards and exceeds quality standards.
• Ensures representatives are properly trained when new products are released or products are upgraded.
• May work at an FIS or a client location.
• Travel required.

Requirements

• Bachelor’s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience.
• Communicates ideas both verbally and in written form in a clear, concise and professional manner.
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally.
• Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry.
• Proven track record in client relationship management and/or the sales of technology products and services.
• Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge.

Benefits

• 100% virtual training.
• Attractive benefits including medical, dental, and vision coverage.
• Inclusive and diverse team atmosphere.
• Professional and personal development.
• Resources to contribute to your community.
• Competitive salary and benefits.