Head of Support- Sentry

Broadridge•Houston, TX

1d•$130,000 - $150,000

About The Position

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team. Broadridge is hiring! We’re seeking a Head of Support for our Sentry business. You would be responsible for post-sale technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance. You would respond to customer questions regarding operation and malfunctions, advise customers on preventive maintenance and configuration adjustments to improve product performance and customer satisfaction.

Requirements

5-8 years of professional work experience with a degree in finance, accounting, analytics, technology, or related field
A passion for client service and technology
Strong analytical and problem-solving skills
Familiar with SaaS portfolio management products and internal operations
Excellent written and verbal communication skills
Ability to navigate various levels in conversation with client Analysts to Senior Management on the business side and tech side
Proficiency in Microsoft Office Suite and the ability to work in a collaborative environment

Nice To Haves

Experience with Salesforce, Jira, ITSM, and Confluence is a plus

Responsibilities

Provide technical trade and application support for portfolio management and loan management inquiries for clients in our cloud-based proprietary software.
Research front-to-back office issues and questions pertaining to trade entries, order management, research manager, private debt, accounting, financial reporting, portfolio performance, compliance, data feeds, and reconciliations with the appropriate level of urgency and communication.
Ensure an excellent client experience by providing proactive, timely, and effective communication regarding the impact, status, and next steps of the issues reported.
Act as a liaison between the client and internal departments in facilitating issue resolution and/or software delivery.
Prioritize multiple client inquiries with different SLAs in a fast-paced environment.
Manage client production upgrades by interacting with QA, development, the client, and assist with user acceptance testing before upgrading the Production environment.
Escalate issues internally with the appropriate level of urgency to meet client deadlines.
Jira sprint management prioritization and internal process improvements.
Manage a team of technical support analysts in multiple offices and collaborate with global support staff in addition to a hybrid management approach with support staff in India.
Monitor team performance with KPIs in Salesforce and sentiment analysis in Power BI.
Ensure AI initiatives and accompanying data strategies are being followed by all direct reports.
Develop strategic plans for multiple regions and assist with global operations for support and operations.
Train new staff with a keen focus on soft skills, internal processes, and our proprietary software.