Client Services Executive - Trading Technologies

New York, NY
Top compensation
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Job Description
Leading trading systems OMS/EMS consultancy is seeking for a head of Client Services in NYC to manage their top hedge funds and investment managements client in the NYC metro area.

This is a high profile highly visible executive role.

Proven experience of managing billable resources in the Electronic trading space is required.

·         Oversee staff of up to 15 which includes relationship managers, senior managers, product specialists and implementation managers and consultants of their client projects.
·         Hire staff; ensure they are properly mentored, trained and motivated. 
·         Ensure all team personnel are effectively staffed and utilized.
·         Achieve client management group revenue goals and utilization targets.
·         Achieve individual group retention and customer satisfaction targets. 
·         Complete project and account reviews on a regularly scheduled basis which includes:
o   Review implementation status and resolve implementation issues
o   Work hands on with clients as necessary, with the goal of achieving successful, on schedule, on budget, and a high level of client satisfaction with implementation services
o   Ultimately responsible for delivery of each implementation upon which staff participates.
o   Develop, review and execute to both strategic and tactical account plans for respective client portfolio.
o   Proactively manage any pending “At Risk” situations that may occur from time to time.
o   Build senior level relationships within client portfolio
·         Serve as liaison to Sales, R&D (Product Management, Engineering and QA) or other departments with needs or dependencies on services (and vice versa) to share expertise, escalate, champion/resolve issues, etc.
·         Continuously improve implementation practices and procedures such as estimating, scoping, quality assurance reviews, methodologies, and reengineering to deliver cost effective and efficient deployments. 
·         Ensure that all staff adheres to policies and procedures.
·         Participate in Sales process:
o   Present implementation methodology and procedures overview to prospects (on-site and/or remotely)
  • Respond to ad-hoc design and best practice questions from prospects
  • Prepare realistic estimates, assumption documents, and SOWs for delivery to prospects and where necessary for inclusion in customer contracts.
·         Compose and conduct staff reviews.  Review and assess personnel for compensation and promotion purposes.
  • Maintain utilization of 20-30% (1 – 1.5 days per week) via value-add management activities such as project reviews, specialized support, kick-off ad hoc meetings, etc…
  • Review and approve Expenses and Time Entries
  • Lead meetings
    • Bi-weekly team meetings
    • Project Reviews (internal and external)
    • Account Reviews 
 
 
 

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