KEY ACCOUNTABILITIES:

• Pre-Sales and on-boarding
• Assisting Sales in pre-sales process, meeting prospect clients, organizing demos
• Client onboarding and testing
• Customer Service
• Ownership of selected key accounts.
• Daily assistance to owned key account subscribers (via email, phone and in person)
• Trade data normalisation / handling
• Review reconciliation output; investigate and fix differences
• Ensure structured and effective delivery of service
• Self- education about current and upcoming market regulations and other significant changes
• Customer Success Management
• Regular client calls and client visits onsite
• Perform customer health checks, understanding client’s process and needs
• Client trainings when needed via onsite visit or webinars
• Promote comprehensive and more effective usage of the service in collaboration with Business Management and Sales teams
• Participate in and drive key business initiatives
• Productivity/ Workflow Improvements
• Work proactively with improving the service and internal workflows
• Raise internal request for new functionalities to improve the product offering
• Collaborate with developers and Product Management on requirements and UAT testing as well as being closely involved in the development process
• Internal collaboration
• Strategic pro-active collaboration with internal departments

SKILLS:

• Fluency in Italian with additional French or German would be beneficial
• Excellent communication skills (verbal and written English)
• Excellent customer relationship skills
• Ability to be strategic and see things in a bigger perspective
• The ability to interpret trade data
• Ability to think outside the box and challenge existing status quo
• Proficiency in using text editors and advanced spreadsheet functions
• Ability to work in a fast pace environment
• Ability to multitask

KNOWLEDGE & EXPERIENCE:

• Proven customer relationship experience
• The ability to understand complex process flows and concepts, as well as the ability to explain these accurately and concisely to our clients
• Good knowledge of OTC Derivatives and understanding of the trade data fields of these instruments as well as awareness of the OTC Derivative trade processing lifecycle would be beneficial
• Good understanding of market and credit risk management of OTC Derivatives
• Good understanding of computer logics and database structures and/or interest in technology
• Extensive previous experience with triResolve or similar relevant background

ROLE SUMMARY:

The candidate will have both a meticulous attention to detail and an understanding of financial products. Knowledge about OTC derivatives, risk and technical ability is desirable. Good written and verbal communication skills in English are a must. Candidates with prior experience of collateral management, fund administration and/or regulatory are especially welcome to apply for the position.
The triResolve Client Relationship and Services team is the first line of contact for our clients with regards to the delivery of the triResolve OTC derivative portfolio reconciliation service. The Client Manager will provide support to our clients and work closely with the product, business, development and sales teams globally and thus the role varies to account for regional characteristics.
Client Relationship and Services is responsible for the smooth and timely running of the triResolve service. This team of dedicated staff is in continuous dialogue with major financial institutions worldwide, as well as other internal departments, with regards to features and upcoming events as well as any changes or developments to any aspects of the service such as, for example, the specification of the data that the subscribers will send or receive, or how the service integrates with other services or utilities in the OTC Derivatives space. Similarly, Client Relationship and Services must continually stay abreast of any market or client events, activities or changes that potentially affect our service or our clients’ use of our offering or ability to participate. In addition, Client Relationship and Services has an important role in collecting input for new and enhanced functionalities to the service as well as other new service offerings.
In summary, triResolve Client Relationship and Services is responsible for pre-sales and client on-boarding, service delivery, customer success management as well as workflow/ product and productivity improvements. This can only be delivered by a highly skilled individual as well as close collaboration with Business Management, Product Management, Development and Sales teams.