Friday, October 24, 2014

Client Relationship Manager

Client Relationship Manager

Managed & Hosted Services
D+H

Client Relationship Manager | Business Development & Customer Service |
Client Facing
Location - Irving

Cloud Services, Managed Services or Technology Management Solutions Firm;
Community Bank and/or Credit Union experience preferred

The Client Relationship Manager (CRM) is responsible for managing and
growing D+H/Compushare's customer base. D+H business performance relies on
client satisfaction, this position requires a unique and talented
individual that excels in multiple business disciplines including business
development, solution selling, consulting, and customer service.

The CRM brings together various functions within D+H to overcome business
and technical challenges with a focus on delivering top quality services to
our key accounts.

The qualified candidate should have at least five (5) years of customer
facing, account management/sales, and consulting experience. Business
process and technical aptitudes are also a must as you will quickly become
an expert on the financial services industry and the Compushare Solution
Suite of Services. Excellent customer service skills, an entrepreneurial
spirit, as well as a positive and upbeat attitude to build satisfied and
loyal clients. Lastly, possess professional maturity and savvy to manage
and prioritize your time, work autonomously as a remote employee, and
interact effectively with business and technical professionals internally
and externally. This role requires up to 30% travel as required to meet
with clients. #*#

Essential Job Functions

Implement established client management lifecycle plan with multiple
established touch points throughout the year;

Triage and conduct initial discovery on all inbound technical projects
(require a Statement Of Work, or "SOW", and project plan);

Identifying customers' business challenges and align D+H/Compushare
products/services to create world-class solutions that deliver significant
value;

Assess a client's existing infrastructure and implementation for best
practices on the technical aspects of solutions before making
recommendations based on the client's unique requirements. This will often
require collaboration with other functions within D+H/Compushare;

Pass business requirements documents and supporting materials to the Field
Services Team who will scope and draft a SOW, schedule, manage and deliver
the solution, while keeping the CRM informed of progress;

Manage and maintain accuracy of client records in our CRM System;

Serve as a point of escalation for all technical related projects and
Service Requests once standard functional channels have been exhausted;

Review monthly service reports and post to client portal;

Research client transactions, processes client requests, assists clients in
navigating account features, provides issue resolution and responds to
inbound client inquiries;

Provide proactive sales and service support to current clients. This
involves extensive telephone (both inbound and outbound calls) contact and
documentation of activities in the client management database.

Qualifications

Five plus (5+) years experience with client-facing support services and
team management; primarily within the banking industry or Financial
Services industry;

Bachelor's degree in computer science, engineering, MIS related field
preferred;

Advanced troubleshooting and problem-analysis skills, across people,
process and technology;

Track record of achieving results through collaborating with multiple
functions across a company;

Ability to innovate in a fast-growing work environment and comfortable
dealing with ambiguity and sometimes highly-charged situations;

Highly motivated self-starter who is a team-player and is passionate about
the success of others;

Strong professional etiquette and ability to diffuse and resolve conflicts;

Excellent verbal and written communication skills.

Core competencies in a successful candidate include:

Communication
Technical aptitude
Problem-solving
Consultation
Client relationship management
Decision-making
Conflict management
Organizational awareness
Research client transactions, processes client requests, assists clients in
navigating account features, provides issue resolution and responds to
inbound client inquiries.

Compensation
Base salary for this position varies based upon the years of relevant
experience.

D+H, formerly Compushare, is the leading North American provider of secure
and reliable technology solutions to domestic and global financial
institutions With a track record of solid, profitable growth, D+H offers
career opportunities for those seeking a challenge and desiring to be part
of further growing the company and meeting the needs of our clients. .


Dorothy Siddiqui
Human Capital Manager
p: 714-427-1023
f: 714-242-1621
e:
dorothy.siddiqui@dh.com