Client Service Manager

Broadridge   •  

Pittsburgh, PA

Industry: Accounting, Finance & Insurance

  •  

Not Specified years

Posted 42 days ago

Responsibilities include:

  • Provide day-to-day service for multiple Broadridge clients
  • With a concentration on our Sales Analytics, Opportunity Hunter, Global Tax Reclaim and State Tax Reporting products, learn and understand our product offerings and the solutions they provide within the industry
  • Research and resolve client issues through self-diagnosis or byworking withmembers of other Broadridge teams
    • Understand the database table structures and interact with the data using SQL
  • Review client environments ongoing to ensure configurations are maintained accurately and attaining the business results needed
  • Configure and maintain Sales Analytics and Opportunity Hunter environments within the Distribution Insight platform
  • Lead training and product overview discussions with clients
  • Work with multiple Broadridge teams (Data Stewardship, Insight Services, etc.) in tracking and resolving the client issues and related tasks
  • Work with Broadridge Relationship Manager(s) and Sales team member(s) to manage client issues, develop account management strategies and develop additional revenue opportunities
  • Work with the Product Development team to identify possible new system enhancements, modules, services, etc.
  • Inform client of upcoming system releases. Keep them informed of releasedates, new functionality, enhancements, new services, etc.
  • Ensure that all client needs related to Broadridge products are being met or addressed on a timely basis
  • Establish regular communications with the client team and manage the customer relationship through regular and effective communication to provide proactive support and delivery of a high level of customer satisfaction
  • Maintain a well-developed working knowledge of the complete line of Broadridge products and services offered, taking responsibility to keep up to date and request assistance for further development needs
  • Recommend ways to improve from lessons learned to create efficiencies in approach, execution and/or delivery
    • Share knowledge to continually improve support practices
  • Assist in the creation of contract change orders for any item identified as out of scope of the original contract
  • Stay informed of/follow all relevant Broadridge policies to ensure the security and privacy of data
  • Other duties as assigned

Qualifications:

  • Bachelor’s degree in Business or IT related field
  • Excellent written and verbal communication skills
  • Strong understanding of business goals
  • Excellent analytical and problem solving skills
    • Have an ability to perform data research and analysis
  • Work requires the ability to multi-task and to be flexible
  • Enthusiasm to assume responsibility and accountability
  • Understanding distribution within the Financial Services industry a plus, preferably within the Mutual Fund Industry
  • Ability to travel
  • Experience using the following technologies at a moderate level is preferred: SQL, MS Office Suite (Excel, PowerPoint, Word)