Client Services Project Manager

Toppan Merrill•St. Paul, MN

About The Position

Toppan Merrill is currently seeking a skilled Bridge Customer Care Representative to join our growing second shift service team. The Customer Care Representative is an integral position within the Service and Operations team for our growing SaaS platform, working closely with clients and our internal Consulting, Product Support, Sales and Service teams. The Customer Care Representative will assist with customer support and will be the primary point of contact for all disclosure document needs. The right candidate will be seen as an expert and will demonstrate the ability to understand each client's needs to provide real, effective solutions. The ideal candidate will possess extraordinary customer service skills, demonstrate solid understanding of managing compliance and transactional projects and SEC form types and have a strong technical aptitude. Position Specifics Second Shift

Requirements

Role model in service excellence, with demonstrated success in a client facing environment
Ability to connect and engage with high-level clientele and internal employees
Excellent presentation and formal communication skills
Strong technical aptitude, with a high level of skill and experience in the Microsoft Office Suite
Proven problem-solving and decision-making skills
Ability to quickly learn and adapt to changing conditions, regulations & technology
Ability to work productively both individually and in a team environment
Propensity to successfully manage priorities and respond to deadlines ahead of schedule
Detail oriented with strong organizational skills
Experience with project oversight, multitasking and ability to lead others through high pressure situations
Experience working in firm deadline-driven environments
Strong financial services industry knowledge, with an understanding of document types, including their purpose and application
BA/BS degree in business or related field preferred, or equivalent combination of education and experience
Five to seven years of previous work experience in a similar client service environment
Ability to travel
Flexibility/adaptability with overtime and shift

Nice To Haves

Preference given to candidates with knowledge and experience in the Transaction & Compliance Services Industry, Accounting, XBRL, SaaS tools

Responsibilities

Responsible for nurturing and developing effective and positive executive level client relationships
Accountable for overall project management
Will take the lead or assist multiple clients in the preparation of disclosure documents
Actively participates in client meetings, presentations and on-boarding
Liaison between client and other internal departments (Consulting, Product Support, IT, Customer Service Sites, and Sales) for requested services
Ability to drive and act as an internal change agent while working with cross-functional teams
Is the first point of contact for clients with requests or inquiries
Responsible for ensuring resolution to client inquiries by either executing directly or escalating to the appropriate internal teams
Documents all activities and resolutions using an internal workflow tool
Ensures proper and detailed documentation for job tracking and billing