Client Relationship Manager

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 Client Relationship Manager’s primary responsibility and focus is to provide a superior level of customer service to Eze Castle Integration clients. He/she is the central point of contact for an assigned client roster providing IT consulting, service escalation and management of internal projects and initiatives. Proactive client service and support will enable the Client Relationship Manager to achieve his/her client retention goals and revenue targets.

• Acts as a liaison between the client, ECI and technology vendors.
• Ensures new clients are fully on-boarded and/or clients with new services are fully implemented.
• Ensure/improve client satisfaction to promote client retention.
• Meets regularly with clients’ key managers and senior-level executives to understand clients’ business requirements and provide solutions through ECI services and technology consulting.
• Uses proven business development and/or technical background to develop sales opportunities within the existing client base.
• Manages internal workflow of each sales opportunity, including but not limited to gathering business requirements, managing internal resources, creation and delivery of sales proposal.
• Manages sales pipeline for existing clients and maintains client interaction using ECI’s CRM solution – salesforce.com, to be reviewed with management as necessary.
• Acts as point of escalation for service related issues, potentially after hours or on weekends, as needed.
• Partners with Client Technology Manager to support assigned roster of clients.
• Takes ownership of service initiatives.
• Works with internal departments to fulfill administrative duties related to hardware/software purchases, order tracking, contracts review, monitoring usage of support hours, monthly invoicing and accounts receivable.
• Acts as project manager for client initiatives, working closely with engineers, ECI project managers and 3rd party vendors.
• Maintains open lines of communication with the service delivery team and other internal departments to effectively manage client expectations.
• Attends ECI training classes and passes product exams to ensure understanding of technologies that are supported by ECI.
• Performs other duties as assigned.

Position Requirements:

• BA/BS degree in computer science, business or related field
• Minimum of 2-5 years’ experience as an account manager, inside sales representative or project manager preferably in the IT services/financial services industry building relationships with key decision makers and senior level executives.
• Proven sales track record and measured success in sales and account management.
• Exceptional customer service and interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Exceptional ability to diffuse tense situations.

Technical Requirements:

• Microsoft Office Suite
• Familiarity with Salesforce.com or similar CRM tool a plus
• Strong knowledge of networking systems, workstation configurations and cloud technology;
• Experience with financial services/trading environments a plus