• Account Manager

    Posted Date 5 months ago(1/4/2018 1:35 PM)
    # of Openings
    Job Locations
    US-PA-Bala Cynwyd
  • Overview

    Act as main point of contact with clients post-sale to ensure needs and expectations are met and facilitate a positive and productive long-term relationship.


    Production Support

    • Answer questions about the product, explaining how the product is used to solve business needs, including conducting training classes/web-ex sessions for client end-users.
    • Execute client requested site configuration changes including setting Dataload parameters, configuration and report parameters, and authorizing functions within the application
    • Investigate, analyze, and resolve client issues by utilizing internal documentation or coordinating with other internal resources as needed, escalating critical issues immediately to the RM and/or production support.
    • Monitor, review, and update JIRA as a means to communicate the statuses of unresolved issues and the cause and resolution of closed issues.
    • Manage issue resolution timeliness per issue priority & Client SLA
    • Participate in periodic client meetings to review outstanding questions, issues and in-flight projects
    • Validate applicable trading and/or dataload holiday schedules per client
    • Monitor daily Dataload errors or warnings, notify clients when necessary, and assist Dataload Support when production errors occur, including communication with the client, notification to the RM, and testing corrective actions taken.
    • Facilitate the provision of written business requirements for all customizations or core enhancements requested by clients. Review final work order with RM to confirm it is meeting the business needs, and work with the client to obtain sign-off.
    • Act as the liaison for development staff and the client.  This includes issues, customizations and implementations. 

    Annual Upgrade Support

    • Participate in meetings to review new features with clients
    • Capture implementation/configuration decisions from client review meetings
    • Participate in weekend production release: configuration and testing

    Implementation Support

    • Capture and implement configuration options for Client Reports, Compliance Flags, Asset Classification/Type mapping, and other applicable configurations
    • Participation/Review /testing of custom development projects

    Quarterly Maintenance Support

    • Perform light regression testing for Quarterly Maintenance to ensure successful rollout of key functions
    • Implement any configuration decisions in Stage for validation period and in production at live date
    • Participate in weekend production release: configuration and testing

    Relationship Oversight:

    1. Periodic Relationship Reviews
    2. Identify Cross sell opportunities
    1. Support revenue and client profitability goals: coordinate with Sales
    1. Coordinate professional services work
    1. With Product Team, review, and gain approval of BRD for Custom Development


    Execute activities associated with new client implementation and solution implementation projects:

    • Coordinate client and internal activities to ensure project tasks are completed and approved by the client
    • Identify potential points of failure and escalate project risks to the client RM for direction and/or resolution


    • Bachelor’s degree in finance required or equivalent work experience preferred.
    • 5+ years of experience in the wealth management industry
    • Combines a strong attention to detail with big picture thinking to ensure the team stays focused on its goals and objectives.
    • Flexibility to handle changing priorities and adjust team objectives accordingly.
    • Possess an understanding of team dynamics and conflict management with the ability to confront interpersonal team issues and settle disputes.
    • Experience with providing constructive feedback to team members to drive performance and meet company expectations.
    • Effective communication and listening skills that enable collection of team ideas and feedback in order to understand and eliminate obstacles to team performance.
    • Ability to negotiate with senior leadership to ensure the team has the necessary resources (people, time and money) needed to accomplish their goals.
    • Proficient with Microsoft Word, Excel, and Access.
    • Working knowledge of SQL preferred


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