Client Service Manager
1 month ago
Service Management
- Develop existing client relationships with relevant Clients
- Liaison with the clients' oversight team to ensure that service meets requirements
- Manage the communication and participate in resolving any service issues
- Understand client's business /products
- Keep abreast of current client relationship status through the regular review of Management Reports e.g. Client feedback
Issue Management- Contact points for day-to-day service issues raised to or by Client or internal contacts
- Produce & maintain Service Issues Log on a weekly basis
- Day-to-day liaison with all stream area contacts in operational areas to ensure service is delivered within SLA and quality is measured within KPIs
- Attend (weekly) Client conference call
Reporting- KPIs
- Review and validate KPI pack information
- Monitor service against KPIs and dispatch monthly KPI reports within agreed service levels
- Provide commentary for KPI pack
- Stream Reporting
- Ensure relevant information is available for Lead CSM representation at weekly Stream meeting
Communication- Responsible for provision of service management related information to client contacts in a timely manner and in an appropriate format
- Liaise with internal operational/IT counterparts to facilitate information flow and appropriate actions
Meeting Management- Participate in meetings (internal and external) & conference calls, as required
- Attend necessary internal prep meetings
- Involvement in the completion of supporting meeting documentation - agenda, minutes, actions etc.
New Business & Promotional Activity
SS&C Products & Services- Develop SS&C product knowledge
Team Management
Sharing Best Practice- Initiate and participate in departmental Best Practice discussions cross streams
Additional responsibilities- To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed to support continuous development
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
- To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed to support continuous development
- Initiate and participate in departmental Best Practice discussions cross streams
- Develop SS&C product knowledge
- KPIs
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