Charles River Development is rapidly growing and profitable financial software and services firm whose customers include the world’s top investment management, banking and insurance firms. The Director Client Services position establishes long-term relationships with our customers through continuous review and support of customer’s use of CRD products and services.
Responsibilities:
Reporting to the Managing Director, Asia Pacific, this role involves enhancing CRD’s long-term relationship with our customers through continuous review and management of Charles River Asia Pacific Client Support Services and managing customers’ expectations when using CRD products. Review and improvement includes pro-active communications, internal advocacy, and on-going solicitation of feedback regarding our client support services.
The role is based in our Melbourne office and will involve taking responsibility for the ongoing relationship with many of the world’s most significant investment management, banking and insurance companies that are existing clients of Charles River.
The Director will not only be expected to build and maintain an excellent relationship with each client but also take responsibility for all Production related matters which include Application Support, FIX Support and Managed Services.
1. Developing and implementing mechanisms for:
o Pro-active, out bound communications to existing customers,
o Solicitation of feedback from customers on CRD’s client support services
o Semi-annual third-party customer satisfaction surveys.
o Establishing personal contact with Charles River customers at Project Sponsor/Executive levels (in concert with Director of Relationship Management). The incumbent and his team will be working with several customers.
2. Tracking resource utilization, number of production issues versus number of team members.
3. Providing regular updates to the Managing Director of Asia Pacific regarding feedback from clients on our product and services.
4. Defining interfaces between support and other departments like implementation and sales.
5. Refining mechanisms to track all aspects of CRD's client support services by improving issue tracking and resolution, effective escalation of issues.
6. Establishing the position as the principal interface with, and internal advocate for existing customers for non-technical issues.
7. Serve as liaison to Support and Product Management to identify, validate and prioritize product issues and enhancements for the Asia Pacific region.
8. Setting and justifying appropriate staffing levels within the region.
Requirements:
1. Minimum of 8 years of Financial / Software Services industry background with financial market information systems preferred).
2. Bachelors Degree from a leading university or college in Business Management, Economics, Finance, Computer Science or the like.
3. Front Office and instrument type knowledge across equities, fixed income, derivatives, FX etc
4. Demonstrated ability to client face at a high level using a hands-on approach.
5. Understanding of multi-tier technical architectures and relational database structures. Familiarity with SQL, FIX, Crystal Reports, messaging and web services a plus.
6. Demonstrated ability to meet self-imposed deadlines and proactive account management skills, and a track record of balancing the demands of multiple client accounts.
7. Have an established successful Relationship Management track record, issue tracking and resolution.
8. Fostered relationships with senior managers in large and small corporations.
9. Negotiated resolutions to difficult production support issues to the advantage of both customers and employers.
10. Superior oral and written communication and interpersonal skills.
11. Strong analytical skills.
12. Able to differentiate and work at strategic and tactical levels simultaneously.
13. Previous experience running support organizations within Hi Tech Software firms and advantage
Recruiting
Charles River Brokerage
recruiting@crd.com