Customer Support Specialist (Project Management/Customer Advocate)

in managing issues through to successful resolution.

Responsibilities & Deliverables:

Your deliverables as a Customer Advocate will include, but are not limited to, the following:

• Client Management: Develop and manage key operational relationships with Clients. Support Client Maintenance activities, Manage day-to-day client interactions while identifying and prioritizing key client service issues. Delivery of operating reviews MORQBRs).

• Account Management: Coordinate the execution of the processes enabling successful Contract Management activities associated with renewals, extensions, changes, revisions, amendments, obligations review etc. Management of the intake of new business/services requests and pricing changes as well as the client roadmap for established opportunities.

• P&L: Achievement of professional service targets. Professional Services (PS) Opportunity identification, qualification, assessment and proposal developing pipeline of opportunities that contribute to overall PS targets.

• Rationalization: Supports delivery of strategy for assigned Managed Service Programs to identify and eliminate high risk legacy solutions that are not aligned to core products / services.

• Service Delivery: Manages a client interaction model that will facilitate a best in class client experience liaising between client and Peer groups (Product Mgmt., Technology, Shared Services, and Operations).

• Risk Management: Identifies risks through client journey mapping and service gap analysis, and provides input for consideration to the line of business risk register as appropriate.

Required Experience:

• University or college degree and/or equivalent experience;
• 2-5 years of progressive experience in a client management relationship capacity
• Experience within the Financial industry working with high profile clients
• Project management experience to support the successful execution of the client experience road map and delivery of projects that will support our clients' business