Client Relationship Manager

Confidential| Date Posted: 12-Jan-2021
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Job Nature:
Permanent
Position Level:
Entry Level, Experienced
Qualification:
Diploma, Bachelor's / Honours

Job Description

  • Successfully manages the role of a frontline functional and technical resource for best practices and informal customer questions
  • Manages customer relationships and serves as the point of escalation and the voice of our customers
  • Establishes relationships proactively and grows customer intimacy with the product
  • Focuses on account expansion and revenue generation by identifying potential opportunities with existing customers
  • Identifies attrition risks and collaborate with internal and external stakeholders to mitigate cancellation of contracts
  • Occasionally provide functional training to customers
  • Engage with the service/support team as a customer advocate to ensure speedy resolution of customer issues
  • Engage with the professional services team as a customer advocate to ensure successful deployments
  • Work with the development teams to escalate and prioritise customer issues and enhancements
  • Lead and manage weekly/monthly/quarterly meetings with customers and other stakeholders
  • Work in a matrix environment with team members and managers both local and international
  • From time to time work on any other tasks as assigned by the management

 

Skill Set 

  • Experience in the financial markets both equity and derivatives with broad experience in the full front to back electronic trading industry will be advantageous
  • Previous working experience in the vendor space or use of Equities or Derivatives trading platforms would be a plus
  • Successfully managed customer engagements to completion with direct customer advocacy and engagement in an account management or relationship management capacity
  • Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
  • Strong verbal and written organizational, presentation, and communication skills
  • Customer service oriented and believe in teamwork, collaboration, adaptability & initiative
  • Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
  • Mature, capacity to operate in a high stress, a go-getter who does not fear rejection
  • Willingness to travel periodically based on customer and business needs