Client Services Director; Boston

Client Services Director

Minimum Education Requirement - BS/BA in Computer Science, Engineering, Physics, Math, Economics strongly preferred, Finance or other Scientific/Mathematical field of study may be considered

Job Description Text - Client Services Director

Location:

New York, NY or Burlington, MA

Travel Required:

Moderate travel; primarily North America Direct Reports Expected:
Up to 15

Summary:

The Client Services Director is a senior-level role responsible for managing both existing and new client book of business. In addition, the Client Director will ensure the quality of implementations, customer satisfaction and long term retention of the customers. This role will interface with clients and all internal divisions of the company and reports to the VP Client Management.

Responsibilities:

• 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:
• Review implementation status and resolve implementation issues
• 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
• Ultimately responsible for delivery of each implementation upon which staff participates.
• Develop, review and execute to both strategic and tactical account plans for respective client portfolio.
• Proactively manage any pending At Risk situations that may occur from time to time.
• 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:
• 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

Measurable Objectives:

• Ensure projects are successfully completed properly, on time, on budget
• Maintain high client satisfaction and retention
• Ensure team is well trained and mentored
• Maintain 70% group utilization
• Maintain 25-30% personal utilization via project reviews, project team support, kick-off meetings, etc.
• Adhere to Company’s and groups Policies and Procedures
• Contribute to department revenue targets and strategic initiatives

Required Competencies &

Experience:

• Experience implementing financial systems and delivering multi-tier financial applications
• Must be able to learn CRDs CRIMS application
• Experience managing portfolio of clients and building senior level relationships
• Proven experience in managing team of 10+ consultants
• Consulting skills and experience
• Ability to apply priorities and match staff ability to customer requirements
• Strong analytical and problem-solving skills
• Strong communication and inter-personal skills
• Ability to develop and manage cross functional processes and project timelines
• Understanding of the implementation lifecycle and methodologies
• Proven ability to recommend and apply industry and technical best practices
• Strong contributor with high motivation, with the ability to take initiative, set priorities and perform tasks with minimal guidance
• Bachelors Degree in Technical/Analytical discipline
• 10+ years of experience

Ideal Competencies &

Experience:

• Specific knowledge of the investment industry (financial instruments, workflows, major players, trends, etc.)
• Strong management background; ability to work tactically and strategically