Client Relationship Manager-AM

Location: New York, Boston
Apply To: careers@wallstreetsystems.com

Wall Street Systems (Wallstreet) provides functionally rich, integrated and scalable solutions for improved workflow, control and overall productivity for corporate treasury, bank treasury, central banking, FX trading and global back office operations. Wallstreet is the market leader in FX trade processing and through its award-winning products, including Wallstreet Suite, Wallstreet Treasury, Wallstreet FX and Wallstreet BackOffice, the company processes millions of transactions, aggregating to trillions of dollars, every day.

With a 20 year heritage, Wallstreet has an outstanding reputation for quality and responsive service, and prides itself on helping its clients achieve long lasting benefits and results. Its 500 employees service over 300 banking, corporate and central bank clients, operating out of 12 offices worldwide. The company is a privately held corporation, and is majority owned by Warburg Pincus, a global private equity investor.

Job Description

The aim of this posting is to find professionals of a high academic standard who are pursuing careers within the Financial Services or Financial Services Technology sectors. We are looking for highly motivated individuals who share the entrepreneurial ethos that has been the key to the success of our well-established and still fast-growing company.

The main responsibilities of the Premium Client Support Manager are to:

• Build valuable long term relationships with a small number of major Financial Institution account
• Provide clients with advice about our software, solving complex business and configuration problems
• Facilitate the resolution of client issues and support the testing and verification of changes to application code and configuration
• Serve as client advocate and single point of contact for coordination of client issues within Wallstreet
• Support client project initiatives
• Ensure that Wallstreet undertakes all necessary and appropriate activities to deliver client satisfaction.

The ideal candidate for the Premium Client Support Manager position will have mature analytic capabilities relevant to the financial services sector, strong client relationship management skills, an aptitude for financial technology applications and the ability to work both independently and in a team environment. Occasional domestic and foreign travel may be required.

Key Responsibilities

• Manage the day-to-day line level relationship between Wallstreet and our Premium clients
• Develop a thorough understanding of the business and operations of each Premium client
• Provide support to Premium clients in a proactive and professional manner
• Provide considered analysis and creative and practical solutions to facilitate client business objectives and improved client processes;
• Respond to requests for information regarding the Wallstreet functionality.
• Perform daily reviews of incoming Service Requests from Premium clients and monitor progress on their outstanding Change Requests with R&D
• Conduct weekly conference calls with the Premium clients and make quarterly/semi-annual site visits which may entail travelling abroad
• Prioritize client issues and coordinate internally to escalate the issues if necessary
• Assist with the configuration of the application to accurately represent the client’s business and meet their functional requirements
• Ensure that all code fixes for the Premium clients are unit tested before software is delivered. This testing will be undertaken by the R&D and QA departments but the client support group frequently performs testing as well.
• Assist with the creation of Business Requirements and Functional Specifications as part of the customization process
• Plan, perform and document testing of new and existing functionality to defined specifications
• Support pre-sales, scoping and requirement definition programmes
• Adopt a "caretaker" role and liaise with Wallstreet on-site personnel concerning any project implementation at a Premium client to ensure that issues are addressed in a timely manner. Ensure the smooth transition of responsibilities from the Professional Services team to the Client Services team post implementation
• Act as a backup for other support groups and help the 2nd line Service Centre Support team and other divisions when required

Required Skills & Knowledge

Business and Financial Software Expertise

• A sound knowledge of Financial Markets, particularly in FX, MM, Fixed income with 3 years experience in the financial services or treasury sectors
• Exposure to trading or operations within the banking sector will be viewed favorably
• Knowledge of Wallstreet FX/BO or other vendors' treasury vendor's software like Calypso, Murex, Sungard or Kondor+ would be a significant benefit.

Technical Skills

• Computer literacy. SQL skills, a basic understanding of database structure and Unix environments will be an advantage but training is available if required.

Soft Skills

• Clear, concise oral and written communication skills are paramount
• Very strong problem solving capabilities with a proven track record in a professional environment
• Client relationship skills are fundamental to success in this role. Strong interpersonal skills and the ability to communicate at different levels within the organisation are essential
• Excellent organizational and time management skills, and the ability to adhere to processes
• Self-motivated, service-minded and satisfaction-oriented
• Ability to react positively to changes in workloads, targets, and plans
• Ability to work independently as well as within a team

Wall Street is an equal opportunity employer. At Wall Street Systems, we prohibit any type of discrimination based on race, color, religion, age, sex, or national origin and value diversity of all types.