グローバル大手金融ITのサービス・リレーションシップ・マネージャーの求人

Position Overview:
Overseeing all service related and support initiatives for the designated portfolio of customers, ensuring that client expectations are addressed and met.
Understanding the perception of our service across accounts and leading any associated service improvement initiatives with a continual commitment to improve the company’s reputation.
Advocating the ‘voice of the customer’ into the service and technology groups within us, helping them to understand the customer experience and make investment decisions appropriately
Driving regional client and customer service forums within the company and with clients.
Monitoring and documenting the pulse of the client in terms of our Service.
Establishing key relationships with the service and support organizations of our clients. Network internally to create relationships with Infrastructure Managers, Problem Resolution Managers, product owners and other key contacts within our organization.

Essential Responsibilities:
Ownership of the overall Service relationship of clients in the designated portfolio.
Design, own and facilitate the sub regional service forums with key stakeholders.
Defining service related and support initiatives, as they pertain to customers, mobilizing resources, establishing ownership, ensuring that the desired outcomes are achieved to the benefit of customer
Listening to, and acting upon, customers concerns and needs to address and improve their perception of our service across accounts, with a continual commitment to improve our reputation
Managing the “voice of the customer” in to the service and technology groups, ensuring conclusion helping to influence their investment and operational decisions based on real customer impact
Promoting service successes and improvements internally, building confidence in our service performance, protecting revenue and ensuring that service is not an obstacle to growth
Managing customer service escalations in a way that not only responds to their immediate needs but addresses the root cause of those issues, improving service across the customer base
Playing an integral role in the Incident Management process representing the real-time impact on customers and providing the front-line with regular and informative communications.
Participating in the Global Client Service Forums ensuring that TAMs work as a global or regional team and that we deliver a consistent message globally
Establishing regular customer service engagements, communicating and demonstrating to clients the value tangible service improvements
Utilizing intelligent data and customer input, to identify systematic service issues and drive service improvement,
Monitoring and documenting the pulse of the client in terms of our Service
Establishing key relationships within the customers’ service and support organizations

Bachelor degree with recommended > 5 years relevant financial industry experience, MBA Preferred
5+ years experience in a finance related industry, preferably at medium to large sell- or buy- side firms, market data or finance technology vendor working directly with customers.
ITIL V3 Certification desirable.
Knowledge and experience with Thomson Reuter’s products and technologies.
Demonstrates an understanding of complex technologies, data content and financial markets
Excellent understanding of the customer experience and priorities
Effective communicator with various levels of internal and external staff, including IT and business managers
Ability to drive and deliver resolutions to problems in a high-pressure time-sensitive environment.
Must be able to demonstrate leadership and organizational skills
Proven ability to manage through influence and to create and maintain virtual support teams
Ability to manage multiple parallel work streams with accountability to different groups, and to maintain timely progress on medium and long-term efforts
Must be able to quickly grasp concepts and apply them in a variety of contexts