Client Relations Manager Senior

FIS - New York, NY

Full-time - Senior

New York, NY

Professional, Scientific, and Technical Services

About the position

The Client Relations Manager Senior at Fidelity Information Services is a pivotal role that focuses on maintaining and enhancing relationships with clients at an executive level. This position is responsible for ensuring client satisfaction and retention through effective communication and management of the client relationship. The manager acts as the primary liaison for the service side of the client relationship, overseeing client projects and implementations, and executing account plan activities. The role requires a strategic focus on client needs, identifying new business opportunities, and coordinating with sales personnel to promote FIS products and services. In this role, the manager will maintain comprehensive knowledge of applicable products and services, ensuring that they are well-informed about new offerings and changes to existing ones. They will participate in business reviews to understand clients' strategic directions and how FIS can support their goals. The manager will also oversee personnel who assist in managing client relationships, ensuring that the team operates efficiently and effectively. The position involves monitoring service level agreements (SLAs) and analyzing trends in service performance to identify areas for improvement. The manager will be responsible for training representatives on new products and ensuring that the team meets quality standards. This role may require travel to client locations and involves a variety of related duties as assigned. Overall, the Client Relations Manager Senior is a senior management role that requires strong leadership skills, a deep understanding of the financial industry, and the ability to foster long-term client relationships.

Responsibilities

• Maintain contact with clients at an executive level, focusing on the strategic nature of the relationship.
• Act as the primary liaison for the service side of the client relationship, including escalation and oversight of client projects.
• Manage client satisfaction and retention activities, ensuring ongoing customer service.
• Identify new business opportunities and coordinate with sales personnel for new FIS products or services.
• Keep abreast of new products/services and changes to existing products/services.
• Participate in business reviews to learn about clients' strategic direction and FIS offerings.
• Manage personnel who assist in the management of the client relationship, selecting and developing staff as needed.
• Identify areas for continuous improvement and oversee the implementation of changes.
• Monitor monthly service level/availability management reports to identify trends in SLA misses.
• Ensure representatives are properly trained on new products and upgrades.

Requirements

• Bachelor's degree in business, computer science, or related discipline, or equivalent combination of education and experience.
• At least ten years of client management, service delivery, or sales experience, with five or more years in a leadership role.
• Proven knowledge of client relationship management and sales of technology products and services.
• Strong financial industry and data processing knowledge.
• Excellent negotiation and presentation skills, with a track record of contract renewals and customer satisfaction.
• Strong leadership qualities, decision-making abilities, and business judgment.
• Ability to communicate ideas clearly and professionally, both verbally and in writing.
• Demonstrated customer-focused leadership ability and ability to work independently and in a team environment.

Nice-to-haves

• Experience in financial institutions or comparable sales-marketing-consulting-support background.
• Broad understanding of financial and strategic business aspects.
• Expertise in FIS products and related services.

Benefits

• Health insurance coverage
• Dental insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities