Client Service Representative providing exceptional support for international clients in B2B technology services. Requires fluent French and English in a hybrid work model.
About the role
- Head of Support managing post-sale technical client services for Broadridge's Sentry business. Responsibilities include installation, troubleshooting, and team management within a cloud-based software environment.
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.
Requirements
- 5-8 years of professional work experience 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
- Experience with Salesforce, Jira, ITSM, and Confluence is a plus.
Benefits
- Bonus Eligible
- Comprehensive benefit offerings
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