Background: A client-facing, business and technical staff position responsible for all aspects of managing production Charles River IMS systems for multiple Clients as part of the Charles River Software as a Service (Saas) offerings which includes Application Management for hosted and non-hosted clients.
Responsibilities: This role will involve working closely with Clients, providing expert level remote management, administration and support for Client production Charles River IMS solutions, including:
- Primary Client Contact Regarding Issues: The representative serves as the main point of contact for clients regarding any issues that arise. This involves promptly acknowledging and addressing concerns to ensure client satisfaction.
- Collaboration with Support Teams: Partners with all parts of CRD and STT support teams to ensure comprehensive service delivery. By working together, they address client issues end-to-end and enhance the overall quality of service.
- Regular Meetings with Relationship Manager (RM): Schedules consistent meetings with the Relationship Manager to evaluate the POD team's performance. These discussions focus on identifying areas for improvement, celebrating successes, and ensuring that the team's efforts align with client expectations and company goals.
- Prompt Response to Inquiries: The representative is responsible for promptly acknowledging and responding to incoming support issues to maintain client satisfaction.
- Regular Updates to Clients: Keeps clients informed with regular and transparent updates on the status of their tickets and any ongoing issues.
- Building Client Relationships: Develops strong, positive relationships with clients to understand their needs and ensure they feel supported and valued.
- Proactive Communication: Anticipates client needs and reaches out before issues arise. This involves regularly scheduled updates and being accessible for any urgent matters.
- Support Status Reports: Generates and distributes detailed reports that showcase the status of support activities, including ticket resolution times, ongoing issues, and other key metrics. These reports help maintain transparency with clients and highlight areas of strength.
- Updates on Changes, Releases, and Patches: Keeps clients informed about changes, releases, and weekend patches, and confirms once they are complete.
- Client Advisory Board Participation: Participates in the Client Advisory Board to ensure that any details or concerns are brought back into the pod and addressed.
Skills, Experience & Qualifications Required: - Experience with Financial Services Investment Management, Trading or related systems highly preferable ( e.g. Charles River IMS)
- Proficiency in designing, planning, operating, and delivering IT services, enhancing IT processes and improving customer value. ITSM (IT Service Management) certification preferred
- Proven ability to partner with various internal departments to deliver superior customer service.
- Any experience with the following is preferred: servers, operating systems, networks, scripting, XML, programming languages, job scheduling software, system monitoring software and disaster recovery/business continuity.
- Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.
- Bachelor's degree in a technical or analytical discipline
- Minimum of 7+ years' relevant industry experience
- Salesforce / ServiceNow experienced user preferred
Salary Range: $120,000 - $202,500 Annual
The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.
Employees are eligible to participate in State Street's comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.
For a full overview, visit https://hrportal.ehr.com/statestreet/Home.
