Client Support Manager Job Description
Client support manager
provides deep product expertise as a Subject Matter Expert (SME) to lead the organization in training, marketing points and functionality of digital tools.
Client Support Manager Duties & Responsibilities
To write an effective client support manager job description, begin by listing detailed duties, responsibilities and expectations. We have included client support manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Managing small project initiatives across the department, whether these are regulatory, stem from business strategy, or form part of a larger programme
Partner with the wider COO teams and control functions to ensure effective delivery of projects, with minimal impact to our clients
Ensure an audit trail is maintained on all projects
Regular liaison with Luxembourg colleagues to ensure we are working as one team
Roll out and monitor the use of standard templates
Co-ordination of activities such as department town halls, offsite, BCP plans
Production of necessary presentations and material to support departmental activities
Coaching of junior members of the team
Deputising for Team Head as and when required
Involvement in wider team activities if required
Client Support Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Client Support Manager
List any licenses or certifications required by the position: FPC, CPP, POS, ITIL, NCHEC, CPR, HDI, CFE, PMP, CRCM
Education for Client Support Manager
Typically a job would require a certain level of education.
Employers hiring for the client support manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Foundations, Business, MBA, Finance, Technical, Business/Administration, Management, Telecommunications
Skills for Client Support Manager
Desired skills for client support manager include:
MS Office suite
Applicable tools & techniques of customer support within telecommunications
New technologies and selling points which includes enhancing expertise in the company's product application technologies
Sales cycle
Marketing principles and processes
Tools and resources to function as the subject matter expert to the customer
Payroll and Benefits policies and procedures
Pertinent ADP HR
Tools and resources to function as subject matter expert
Various operating systems
Desired experience for client support manager includes:
Delivering a client focussed service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication
Liaising with external contractors and vendors
Willingness to understand local IT compliance and work with the teams to ensure obligations are met, including business continuity and external exchange/regulatory requirements and audit items
Familiarity with Blackberry, iPhone and iPad client and management software
Experience preferred in Equities Trading technology
After hours support may be required, particularly in sites with data centres or communications rooms
Client Support Manager Examples
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Client Support Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of client support manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for client support manager
- Assist in developing the team through peer coaching and training team members
- Delivering a client focussed service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication, in both trading and non-trading environment
- Familiar with Market Data applications support like Bloomberg, Reuters, Factset, work with HK MDS or vendor support when necessary
- Responsibility for local data centre and communications room support and maintenance
- Familiar with Market Data applications support such as Bloomberg, Reuters, EBS, Factset
- 20% - Manage incoming client requests (Ensure incoming Epitome tickets representing client requests are appropriately prioritized and assigned to employees who have the necessary knowledge and skills to complete them)
- 20% - Process Improvement (Working with all partners, (internal and external) to ensure that Epitome tickets are directed to the appropriate work queue within the CSST or vendor’s Virtual Back Office (VBO) the first time)
- 40% - Managerial Excellence (Lead a team of employees, providing direction, coaching and oversight)
- Assign goals, objectives and standards to the support of Client Digital Applications
- Identify and oversee support needs within the department, including consultation with the Site General Manager, Department Managers, Training, Human Resources, and National Call Center Operations
Qualifications for client support manager
- Strong appreciation of key business drivers and an understanding of the IT impact upon the business
- Total 5 – 10 years of experience in leading projects or teams
- Technical knowledge of the policies, processes and procedures used within Wealth Management businesses
- Experience working within an investment bank or financial services sector
- Relevant experience supporting a Front Office or Dealing room environment
- Excellent interpersonal, communication and customer service and support skills
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Client Support Manager Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of client support manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support manager
- Keep senior management informed of current and upcoming trends in client concerns and issues
- Develop and maintain risk management procedures for the site and company wide
- Individual projects as assigned by General Manager or senior management
- Support management in new product training and orientation
- Attend Client Digital Application project meetings
- Work with Client Digital Application business owners in training the field as needed
- Main point of contact for Client Digital Application escalations and resolution
- Use insights gained from CSC staff to provide feedback to CSC Client Digital Application business owners as to possible changes/enhancements but also in updating procedures and services that would result in a better client experience
- Conduct regular technical reviews of support provided
- Partner with client managers to develop and embed a contemporary organizational culture, leverage change acceleration techniques to assist in driving broad change
Qualifications for client support manager
- 5+ years of professional experience, with an aptitude for leading a client support team
- More than 3 years’ experience providing client services in software development industry
- Ability to think strategically while managing multiple projects and multiple clients
- Ability to lead and manage client expectations and work effectively with the internal client support teams
- Must be able to direct the work of others
- Lead a team of 5 or more and foster a strong team spirit
3
Client Support Manager Job Description
Job Description Example
Our company is growing rapidly and is looking for a client support manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client support manager
- Provide strategic coaching to business leaders and key talent related to succession planning, career path development, and performance management
- Lead leadership assessment in the organization, identifying key employee strengths and development needs in order to recognize, select, retain and develop key talent
- Lead strategic workforce planning in supporting the biz growth
- Partner with HR team to lead high quality implementation of critical HR operating rhythms such as people review, salary planning and performance development, leveraging assistance as appropriate
- Develop and drive strategies to attract, develop, engage and retain strong and diverse talent
- Manage a portfolio of key clients ensuring they receive the highest level of service
- Escalate queries to the Senior Leadership Team in order to provide a resolution to customer
- Handle customer escalations accordingly to address dissatisfaction of service
- Ensure that all bespoke SLAs are met for these merchants
- Investigate and help solve customer problems and Liaise with all teams within the business to ensure that queries are addressed in a timely fashion
Qualifications for client support manager
- Create strong morale and build team spirit
- Accept and successfully execute change while supporting employees
- Graduate / MBA with 6+ years of experience in financial / client service industry
- 1 or more years industry experience preferred
- Knowledge of Chase Commerce Solutions’ processing platforms strongly preferred
- Adept at prioritizing and dealing with ambiguity in a fast-paced environment
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Client Support Manager Job Description
Job Description Example
Our innovative and growing company is looking for a client support manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for client support manager
- Attend client meetings domestically and internationally, both as required for project and BAU client management
- Be the primary contact point for merchant issues including financial, processing and technical queries
- Provision of support and product training to new Key Clients
- Production and delivery of weekly and monthly MI reporting
- Liaise with internal teams and suppliers to provide an effective and efficient response to customer issues and queries
- Produce updates to communicate progress to internal and external stakeholders
- Work with internal teams to ensure smooth transition of internal development and delivery of changes into customer-impacting environment
- Establishes and maintains relationships with other operating departments or other business units to support effective servicing interactions and solutions
- Manage the day-to-day activities of the outsourcing technical support agreement
- Operate within defined profit margins
Qualifications for client support manager
- Able to make decisions and shift directions on the fly
- Able to engage with team members and create a positive and productive working environment
- Able to communicate with all levels of management and client contacts
- Building a team (this is a new function)
- Custody product knowledge
- COSMIC and TITAN knowledge (preferred)
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Client Support Manager Job Description
Job Description Example
Our company is looking for a client support manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client support manager
- Provide consulting support on best practices to client
- Create a “trusted advisor” relationship with client, while handling complex technical and political situations
- Supervise and provide assistance and guidance for decisions needed to accomplish all the work tasks within the client's engagement
- Recommend changes in operations documentation/procedures to facilitate improved operation of the delivery of engagement objectives
- Maintain a customer-centric focus when performing the role
- Communicate engagement objectives internally and to the client to include both overall engagement goals and specific employee objectives
- Use effective problem solving skills by focusing on problems and ensuring that solutions and/or deliverables conform to client specifications
- Complete assigned functions as stated in the engagement proposal or other statements of work without direct supervision
- Manage the customer relationship by clarifying customer expectations
- Promote and implement internal strategies to meet agreed-upon service levels and deliverable expectations
Qualifications for client support manager
- Deep product and operating knowledge of Custody E2E model
- Demonstrated ability to work collaboratively and develop strong partnerships (between CS and Middle Office and between CS and MBM)
- Strong organizational and planning skill set
- Track record in staff training and development
- Ability to lead a team of associates in multiple locations
- 20% travel time required to Portland, OR