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Work directly with senior managers on a regular basis
Have a meaningful impact on the mission-critical products and services that clients rely on every single day
Collaborate with colleagues across business lines and regions
At Ipreo, this is true for EVERY MEMBER of our global organization! Our technology solutions and analytical insights are relied upon by every major investment bank and thousands of corporations around the world.
What's in it for you:
The Client Service Team Manager will be responsible for internal team training and education initiatives, managing client communication/outreach, organizing team coverage responsibilities and internal communication with other global Client Success Team Leaders. This is an excellent opportunity to expand your leadership skills, while helping Ipreo grow its business and strengthen its client relationships within the Global Capital Markets Industry.
What you'll work on:
Oversee a team of 6 client success analysts across 2 EMEA locations responsible for front-line client services on Ipreo's Fixed Income platforms within the Global Capital Markets group.
Provide leadership and build relationships within your team and across various teams under the Global Client Relations structure, both locally and globally.
Manage and maintain team client service process and team KPIs, using Ipreo's internal tools and CRM capabilities
Track employee performance and career development within the team, ensuring that all team members are attentive, engaged and carrying out client services best practices at all times.
Serve not only as the leader and mentor for the team, but also lead by example by providing timely client assistance via telephone, and email and building and maintaining strong customer relationships
Carry out product education initiatives for the individuals within your team.
Liaise with Account Management and Product teams regarding forthcoming enhancements, client issues and ensure the team is properly educated on new initiatives to drive seamless support.
Manage team schedule and support coverage with global colleagues to maintain seamless coverage, including tracking holidays, time-off, etc.
Collaborate with Ipreo's Global Client Success, Operational Director and Ipreo's EMEA Client Success Manager and other Team Leads to ensure the optimal experience for both Ipreo's clients and the employees within the team.
What we look for:
Minimum 5 years client services and/or account management experience, preferably at a senior-level with prior management experience essential.
Excellent written, spoken and verbal communication skills, including strong interpersonal skills and articulate phone presence.
Ability to deal with internal and external contacts and stakeholders in a pleasant manner at all times, while maintaining top performance under heavy pressure and deadlines.
Experience in and knowledge of the Global Capital Markets, with direct exposure to Debt Capital Markets a plus.
Personal initiative and ability to prioritize and multi-task efficiently and effectively – self-starter attitude is essential.
Ability to work independently while still interacting within an integrated team structure.
Expert organizational and time-management skills required.
High-level proficiency in MS Word, Excel and PowerPoint.
BA/BS degree (or equivalent) required.
Experience with managing client requests and communication via Salesforce CRM or similar – desirable but not essential