PA2024413 - Account Manager

1 week ago


Basildon, Essex, United Kingdom SS&C Technologies Holdings Full time
Job Description

1. Service Management

  • Maintain and develop relationship with key and senior client contacts
  • Maintain, facilitate and develop relationships with all key stream internal contacts to ensure quality of service and sponsor action plans where identified
  • Understand client's business /products /strategy /requirements and the impact on SS&C' service offering
  • Maintain account plans
  • Keep abreast of current client relationship status through the regular review of Management Reports e.g. client feedback
  • Working knowledge of industry practices

1.1. Issue Management

  • Act as senior escalation point for the communication to clients of any significant concerns
  • Facilitate through the stream contacts, issue resolution/action plans
  • Ensure (weekly and monthly) Client and Stream meetings take place, providing support and suggestions for agendas etc.

1.2. Reporting

  • Input to senior management and Client reporting e.g. Board reports
  • Advise Relationship Management of changes to client service model/tariff/SLA
  • KPIs - ensure KPI pack is issued to client and management within SLA
  • SLAs have an overview of any areas that may be going out of SLA through regular stream meetings and agree action plans as appropriate
  • Client Feedback
  • Ensure SMD's are maintained and kept up to date with any change to service reflected appropriately
  • Review and communicate results and developing action plans as required
  • Communication
  • Responsible for provision of service management information to client contacts in a timely manner and in an appropriate format.
  • Keep senior management informed of any significant/escalated service issues / action plans

1.5. Meeting Management

  • Monitor, report & escalate significant output from service review meetings
  • Manage clients' Quarterly Service Exec meetings – working with the Client Account managers to ensure distinction between strategic and service meetings. Lead preparation presentations/agenda/objectives. Chair meetings (where appropriate relative to meeting attendees)
  • Ensure necessary internal preparation meetings take place and SS&C approach is agreed prior to meetings with external parties
  • Call report/minutes to be prepared from ad-hoc meetings with client and circulated to SS&C Executives, using appropriate tools - Gocheck
  • Ensure agendas and minutes are issued within agreed timescales

2. Budgetary Control

2.1. Revenue

  • Input to budget/revenue forecasts
  • Pro-active management of service credit/debit regime

3. New Business & Promotional Activity

3.1. SS&C Products & Services

  • Knowledge of SS&C products, services and technologies; recognise opportunities to promote additional products and services
  • Discuss Client forum strategies/initiatives to ensure client participation
  • Input into future product/technical developments
  • Support RFP process where required

3.2. Contract Management

  • Maintain knowledge of client service related contract terms
  • Maintain contracts as appropriate supporting annual sweep up and tariff changes

4. Team Management

  • Manage CSM Team including providing guidance & direction on day-to-day business issues, facilitating monthly team meetings, reviewing PDRs, Corporate Governance, etc.
  • Ensure that direct reports are aware of their performance to individual objectives and how they link to Corporate Goals
  • Development needs for direct reports
  • Interview and recruit for the team as required

5. Additional responsibilities

  • Attend internal/external business forum/committees
  • To support the continuous development of the CSM team

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