FIS is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, consulting and outsourcing solutions. Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries. Headquartered in Jacksonville, Fla., FIS employs more than 55,000 people worldwide and holds leadership positions in payment processing, financial software and banking solutions. Providing software, services and outsourcing of the technology that empowers the financial world, FIS is a Fortune 500 company and is a member of Standard & Poor's 500® Index.
The role sits in the Securities Finance business unit under Securities Finance and Processing group, the role is focused on clients in the EMEA region. The role reports to the SSF Head of Relationship Management for EMEA.
The candidate will deal with issues arising from all aspects of client relationships. Working with a global team that manage over 100 relationships, the relationship manager will become a trusted expert on Securities Finance products & services and Astec's products and services for the EMEA region. The candidate must drive client satisfaction, retention and growth for existing and newly developed relationships by providing top quality service management for each client.
The Client Relationship Manager liaises with product management, sales, support, development and importantly, the existing and prospective client base. Client Relationship Managers augment the existing sales and account management structure, working with the internal teams to establish stronger business relationships with our clients, in order to enhance customer satisfaction and ensure the products that we are building address customers' needs.
Primary Responsibilities: Retain business in a highly competitive market environment
Deep understanding of client organisation, business process and systems architecture to enable us to offer the best advice on how to use our solutions to maximum effect.
Manage client "on-boarding" process
Regularly train new clients on applications
Champion the needs of clients in discussions with other teams internally
Maintain quality control over products and services delivered to the client
Ensure clients are fully aware of the range of Astec Analytics solutions and identify opportunities for any up-sells within the client base
Assist with the regular updates to marketing collateral and training materials
Develop and monitor appropriate metrics and reporting to ensure clients receive the optimal service levels
Maintain established standards for efficiency, reliability and integrity
Support the regional sales representatives by providing product specialist support for new opportunities
Promote the future vision and roadmap with clients and ensure that we are in a good position to maximize this valuable source of market intelligence. Ensure clients are fully aware of the range of FIS solutions
Escalation management of client issues by working with Support and Product Management, following through with account managers on client requests, ensuring time commitments are kept and client expectations are met.
Generate awareness and interest in our products and services through enthusiasm and communication skills with our existing / prospective client base.
The role will require excellent communication and analysis skills to work with the clients and establish regular communication with all clients.
Candidate should drive and improve the quality and overall service standards across the client base by: Regularly meeting with clients over the phone, via net-meetings and in person to ensure satisfaction with products and services
Proactively anticipating and resolving client issues
Following through on all client requests, ensuring time commitments are kept and client expectations are met
Requisite Attributes and Qualifications: Excellent relationship building and interpersonal skills
Strong team player with ability to work well with both local and remote teams and clients across multiple regions and time zones
High degree of professionalism and integrity, including respect for confidentiality procedures
Good written and verbal communication skills with an ability to influence others
Confident with presenting in both formal and informal environments
Ability to navigate within customer organizations to identify key decision makers, key users and key influencers
Ability to differentiate and work at strategic and tactical levels simultaneously
Ability to multi-task and manage conflicting priorities
A keen attention to detail
Basic understanding of financial markets and willingness to learn
Strong working knowledge of Microsoft Excel and familiarity with the entire Microsoft Office suite of products
Experience of working in a client-facing role preferred
University degree (business related subject preferred, but not essential)