Customer Relationship Manager (CRM) - VoIP / Trader Desk
Jersey City, NJ
JOB TITLE: Customer Relationship Manager (CRM) - VoIP / Trader Desk LOCATION: Jersey City, NJ (hybrid on site / telecommute) TARGET COMPENSATION: 75k +20% bonus
This position requires a motivated team player with experience with both voice and electronic trading infrastructure for financial services participants.
The candidate will work across disciplines and regions to provide customer support and source upsell opportunities.
This is a challenging, hands-on role, which requires an individual with the ability to think and act in both a strategic and tactical manner.
RESPONSIBILITIES: Customer Care:
Provide “World Class” Customer Service to Customers. Accountable for customer satisfaction within appointed customer base of existing and prospective customers/distributors.
Accountable for customer retention and satisfaction within allocated account base across National (NAM) and Global (GAM) accounts.
Makes routine visits to existing customers to:
Attend customer meetings to promote product and services,
Facilitates, hosts and work in tandem with the Service Delivery Department to conduct regular service review meetings (monthly, quarterly or as required). Delivers and presents customer-reporting statistics (faults, SLA’s, financials), maintains organizational charts and contact lists, manages customer reporting and visibility of service performance.
Addresses general customer day to day account queries,
Educate customers on processes and procedures relating to Moves, Adds & Changes (MAC’s), Service Delivery & Repairs
Provides customers with an overview, training and understanding of the Xchange Portal System, completes all new user registrations to Xchange, solicits feedback from customers regarding the Xchange system for possible future enhancements.
Serve as escalation contact
End User Product Training and Go Live Support
Attends customer project kick of meetings (via conference call or face to face) in order to understand scope and deliverables of the project. Interface with Project Management, Sales and Service Departments to discuss user training and Go Live coverage requirements.
Complete thorough internal Training on Products and Services in preparation for the delivery of customer Training
Provide on-site and remote training
Interface with Project Management, Sales and Installation Departments to discuss customer user training requirements and Go Live coverage.
Works in an advisory capacity with the customer in respect of turret layouts
Provide Floor Support on Go Live Day, reacting to issues encountered at cutover and follow up with Project Manager and service technician until resolution of trouble is completed
Interacting directly with the customer, schedule and perform customer user training on the breadth of products as applicable. Training spans both the platforms, and includes, but is not necessarily limited to, the below-listed bespoke offerings:
User Training to be performed during standard business hours, after hours and on weekends.
Responsible for providing the customer with customized training material for new products and features
Works with Legal department to ensure a high level of business acumen in respect of customer / distributor and 3rd party customer contracts.
Understanding of standard and bespoke contractual obligations, Service Level Agreements (SLA’s) Pricing and Discount Structures
Acts as a customer escalation point, in terms of maintenance statement renewals, facilitating and working with the Global Maintenance Office (GMO) and customer to resolve any maintenance related queries and financials.
Oversees the Move Add Change (MAC) estimating process to ensure:
MAC estimate pricing preparation, delivery and follow up with customer / distributors
Protect and grow MAC revenue and profits within IPC and ensure MAC margins are achieved
Assists Customer with Course Registration to Educational Services, utilizing the Xchange Portal System.
Take the lead on migration customers from legacy TDM technology to SIP
Assist Account Executives in driving new business opportunities
Go to Market Support:
Work with and support the local Account Executives in pursuit of new business deals and opportunities through presentations of new products and product enhancements.
Drive outbound sales campaigns perusing new business and upsell opportunities on your own and collaborating with both inside sales and account executives
Assists TCS Sales with front end Customer Product Demonstrations
Facilitates any customer sales enquiry or lead into an upsell or cross-sell opportunity, ensuring sufficient follow up has been achieved
Assist sales with QER pricing and quoting requests
Provides input to RFP/RFI Tender forums around customer relationship management support and associated costs (user training/go live support and dedicated CRM support).
Complete a Customer Visit Report on outcome of each visit to alert Account Executive of new sales opportunities.
Maintain customer site information, contacts and organizational structures. Document escalation procedures for service disruptions.
Manage customer reporting and visibility of service performance. Own the development, delivery and success of reporting improvement initiatives on behalf of the customer.
Work closely with all internal departments to resolve various customer issues as they arise, ranging from customer billing issues to security concerns, contractual obligations and maintenance queries.
Provide feedback to IT for the ongoing enhancement of both internal and customer facing systems.
Minimum 3 years’ experience in the Customer Relationship / Sales environment within the financial services sector
Experience maintaining a large global customer base, ability to anticipate customer needs and quickly resolve issues
Turret / Soft Applications and Voice Recording training experience essential
Exposure to the Trading Floor environment essential
Exposure to Network Services solutions for market participants
Experience in delivery of Product training essential
Presentation / Demonstration skills essential
Experience in working with complex and bespoke customer / distributor / 3rd party pricing and contract obligations essential
Intermediate level PC skills required, MS Office Suite and Power Point knowledge essential
Solid organizational skills
Ability to communicate professionally and articulately both verbally and in writing
Demonstrated ability to build strong internal and external relationships
Great attitude with the desire to be a key player on a strong team in a fun, fast-paced work environment
If you are interested in pursuing this opportunity, please respond back and include the following: • Full MS WORD Resume • Required compensation • Contact information • Availability
Upon receipt, one of our managers will contact you to discuss in full