ION Corporates is seeking to enhance the strategic management of ION's client services programs to maximize customer satisfaction and retention. This role manages the development, pricing, delivery, and continuous improvement of client services programs and offerings. Advises business groups by providing strategic direction to initiative prioritization, integration and resource application. Ensures that programs, policies, and procedures align with organizational vision and strategy.
Reviews KPI data and metrics and performs management functions across portfolio in specific areas to ensure consistency and quality of service. Leads process improvement initiatives through the disciplined use of measurements, analysis and stakeholder engagement in order to establish best practices.
Identified areas of concern and supports activities to improve performance and customer satisfaction. Works closely with support and field operations management leadership on strategic initiatives. Assists with upselling and customer services cases related to renewal activities.
Management of strategic client service programs, services, and initiatives
Liaises with sales and account management staff to target strategic accounts, opportunities, and risks
Assists with renewal strategy, processing, and team interactions
Develops and evolves premium services and programs to increase revenue
Monitors, reports and enforces key performance indicators (KPIs)
Performs process monitoring, enforcement, and optimization
Provides team trainings and communications on policies and programs
Maintains executive dashboards and reporting to update health of the client services business
Executes and oversees recurring Go to Market for premium services
Develops content for marketing and sales support for premium services
Manages strategic support projects and initiatives from Client Services executive team
Establishes working relationships with key client-side resources as well as management level resources across various functional teams throughout ION
Required skills, experience and qualifications:
Bachelor’s degree or higher. Specialization in Finance, Business, or Information Systems is preferred.
5+ years of experience of client services leadership, business development, product management, and/or management experience in a related field.
Experience with policy and process development required
Strong knowledge of project management best practices required
Knowledge of finance and business terminology required
Experience creating and maintaining executive dashboards and reporting required
Experience with client-facing negotiation required
Strong problem solving and analytical skills required
Excellent verbal and written communication skills required
Strong knowledge of business contracts and renewal terms required
Strong knowledge of forecasting and profit/loss analysis required
We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
•Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
•Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
With over 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.
At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.