Client Relationship/Program Manager
3 weeks ago
What You Will Do
- Serve as principal point of contact for both external and internal customers in regards application queries/issues.
- Work closely with implementations and directly with internal and external customers to gain a strong understanding of their processing environment and application configuration.
- Make application configuration changes and enhancements to align to client requirements.
- Play a key role in reviewing client application and system configurations for accuracy and performance optimization.
- Perform research and problem diagnostics to determine resolutions to reported problems.
- Provide database queries and diagnostic scripts to gather information for effective analysis.
- Validate issues are resolved to customer satisfaction prior to closing inquiries.
- Provide root-cause analysis for complex issues including action plans to prevent reoccurrence.
- Efficiently and appropriately escalate issues to Tier 2 support team when warranted.
- Position normal hours are 9:00 AM – 6:00 PM; however, this position requires flexibility in work hours and may rotate with other staff members to cover extended support hours.
- Travel on an infrequent basis may be required.
Skills and Experience Needed
Required:
- Experience in Technical Application Support or Technical Implementations.
- Ability to make application configuration changes and implement enhancements to meet client-specific requirements.
- Proficient in writing database queries and diagnostic scripts to gather data for effective analysis and troubleshooting.
- Strong problem-solving skills, with the ability to perform root cause analysis for complex issues, and develop action plans to prevent future occurrences.
- Flexibility in working hours is required, with the potential to rotate shifts with other team members to provide extended support coverage.
- Occasional travel may be required, though it will be infrequent.
Desired:
- Server hardware and operating system software knowledge (MS Windows Server, MS SQL, and MS .Net Framework)
- Ability to clearly communicate complex technical specifications to clients
- Excellent interpersonal and organizational skills; able to work closely with team members and customers
- Ability to analyze and solve complex technical problems using sound judgment and experience.
- Excellent presentation, client management, organizational, verbal, and written communication skills.
- Strong knowledge of client support procedures with attention to detail and follow-up.
- Proficiency in financial services industry and system implementations (workflow, AML/Fraud/Risk, regulatory and/or enterprise software solutions).
Education:
- Bachelor’s degree in Computer Science, Information Technology, Finance, Business Administration, or equivalent education in a related discipline.
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