Customer Success Representative
State Street•Burlington, MA
•$120,000 - $202,500•Remote
About The Position
This client-facing, business and technical staff position is responsible for all aspects of managing production Charles River IMS systems for multiple Clients as part of the Charles River Software as a Service (Saas) offerings, which includes Application Management for hosted and non-hosted clients. This role will involve working closely with Clients, providing expert level remote management, administration and support for Client production Charles River IMS solutions.
Requirements
- Experience with Financial Services Investment Management, Trading or related systems highly preferable (e.g. Charles River IMS)
- Proficiency in designing, planning, operating, and delivering IT services, enhancing IT processes and improving customer value.
- Proven ability to partner with various internal departments to deliver superior customer service.
- Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.
- Bachelor’s degree in a technical or analytical discipline
- Minimum of 7+ years’ relevant industry experience
Nice To Haves
- ITSM (IT Service Management) certification preferred
- Any experience with the following is preferred: servers, operating systems, networks, scripting, XML, programming languages, job scheduling software, system monitoring software and disaster recovery/business continuity.
- Salesforce / ServiceNow experienced user preferred
Responsibilities
- Serve as the main point of contact for clients regarding any issues that arise, promptly acknowledging and addressing concerns to ensure client satisfaction.
- Partner with all parts of CRD and STT support teams to ensure comprehensive service delivery, addressing client issues end-to-end and enhancing the overall quality of service.
- Schedule consistent meetings with the Relationship Manager to evaluate the POD team’s performance, identifying areas for improvement, celebrating successes, and ensuring team efforts align with client expectations and company goals.
- Promptly acknowledge and respond to incoming support issues to maintain client satisfaction.
- Keep clients informed with regular and transparent updates on the status of their tickets and any ongoing issues.
- Develop strong, positive relationships with clients to understand their needs and ensure they feel supported and valued.
- Anticipate client needs and reach out before issues arise through regularly scheduled updates and by being accessible for any urgent matters.
- Generate and distribute detailed reports showcasing the status of support activities, including ticket resolution times, ongoing issues, and other key metrics.
- Keep clients informed about changes, releases, and weekend patches, and confirm once they are complete.
- Participate in the Client Advisory Board to ensure that any details or concerns are brought back into the pod and addressed.
Benefits
- our retirement savings plan (401K) with company match
- insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
- paid-time off including vacation, sick leave, short term disability, and family care responsibilities
- access to our Employee Assistance Program
- incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans)
- eligibility for certain tax advantaged savings plans
- inclusive development opportunities
- flexible work-life support
- paid volunteer days
- vibrant employee networks
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What This Job Offers
Job Type
Full-time
Career Level
Senior
