Associate Director of Client Services

Eze Castle Integration is the leading technology services provider for investment firms worldwide with more than 650 clients spread across three continents. The Eze Private Cloud is the de facto private cloud for the investment industry, supporting thousands of financial services end users and running more than 85 financial and trading applications. In 2014, the company received 13 industry awards, including the following recognition bestowed on the Eze Private Cloud.

The Associate Director of Client Services is responsible for managing a team of CRM’s (Client Relationship Managers) in the delivery of client requests and provides interpretation and insight directly to high level clients. He/she will be responsible for developing and managing strong relationships with our existing clients and determining direction for the team.

Manages Client Services Daily Operations

• Provides regular updates on client activity to senior management
• Ensures CRM’s are delivering client satisfaction through timely and comprehensive responses to requests
• Ensures CRM’s are delivering consultative presentations through proactive measures and recommending comprehensive, realistic and effective solutions to their clients
• Manages the CRM’s towards their individual and team quotas by assisting in “mining” and closing deals
• Manages pipeline and opportunities with CRM’s
• Ensures that day-to-day requests and all month-end activities are completed accurately and on time
• Implements and enforces policies and procedures and improves upon them as necessary
• Ensures that CRM’s are trained with ECI policies and procedures, as well as the entire ECI product line and core technology services
• Develops and implements systems and processes to ensure and improve client satisfaction
• Partners with the major facets of the business including; the Global Support Desk , project management, technology services, specialized service teams, purchasing, finance, contracts, circuits, and business development to manage larger scale client related activities. These relationships are critical in order to effectively manage client expectations, as well as those of internal departments
• Ensures that CRMs gather appropriate business requirements from clients to be able to implement stable and robust systems. Requirements may include, but are not limited to, Internet and voice circuit coordination, networking systems, voice systems, software licensing, workstation and server configurations, disaster recovery solutions, and compliance and archiving solutions
• Assist local CRMS as necessary

Staff Management and Professional Development:

• Forecasts staffing needs for team
• Interviews, hires and retains top talent
• Ensures that all CRM’s and Associate CRM’s are trained properly on all ECI procedures & protocols, products and partners as well as pass all associated tests
• Partners with each direct report to establish quarterly Scorecard goals
• Works with direct reports to set short-term (quarterly) and long-range (1-5 years) goals (utilize Scorecards)
• Conducts semi-annual and annual performance reviews
• Conducts one/one meetings with staff members on a regular basis
• Conducts regularly scheduled team meetings
• Creates an environment of effective communication & collaboration

Position Requirements:

• BA/BS degree in business, related field or equivalent work experience
• 5-7 years’ experience as an account manager or business analyst in the IT services/financial services industry building relationships with key decision makers and senior level executives.
• Demonstrated track record of developing and managing long-term client relationships
• Exceptional ability to manage one’s time, set priorities and meet deadlines in a fast-paced and fluid environment
• Prior experience managing a team preferred
• Ability to sell services and products into existing client base

Technical Requirements:

• Has a keen interest interest in technology and has a desire to learn about various technologies
• Solid demonstrated experience with CRM systems (i.e. Salesforce.com) preferred
• Leverage technical proficiency (tools) to drive operating efficiency
• Understanding of networking concepts: Cloud technologies, SAN’s, Virtualization, TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
• Solid competency in Microsoft Office suite (Excel, Work, PowerPoint)
• Financial industry experience including familiarity with market vendor applications
• Strong knowledge of networking systems and workstation configurations; experience with financial services/trading environments