Company Profile: 

Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River were acquired by State Street in October 2018. 

Background: 

A client-facing, business and technical staff position responsible for all aspects of managing production Charles River IMS systems for multiple Clients as part of the Charles River Software as a Service (Saas) offerings which includes Application Management for hosted and non-hosted clients. 

Responsibilities: 

This role will involve working closely with Clients, providing expert level remote management, administration and support for Client production Charles River IMS solutions, including: 

• Primary Client Contact Regarding Issues: The representative serves as the main point of contact for clients regarding any issues that arise. This involves promptly acknowledging and addressing concerns to ensure client satisfaction. 

• Collaboration with Support Teams: Partners with all parts of CRD and STT support teams to ensure comprehensive service delivery. By working together, they address client issues end-to-end and enhance the overall quality of service. 

• Regular Meetings with Relationship Manager (RM): Schedules consistent meetings with the Relationship Manager to evaluate the POD team’s performance. These discussions focus on identifying areas for improvement, celebrating successes, and ensuring that the team’s efforts align with client expectations and company goals. 

• Prompt Response to Inquiries: The representative is responsible for promptly acknowledging and responding to incoming support issues to maintain client satisfaction. 

• Regular Updates to Clients: Keeps clients informed with regular and transparent updates on the status of their tickets and any ongoing issues. 

• Building Client Relationships: Develops strong, positive relationships with clients to understand their needs and ensure they feel supported and valued. 

• Proactive Communication: Anticipates client needs and reaches out before issues arise. This involves regularly scheduled updates and being accessible for any urgent matters. 

• Support Status Reports: Generates and distributes detailed reports that showcase the status of support activities, including ticket resolution times, ongoing issues, and other key metrics. These reports help maintain transparency with clients and highlight areas of strength. 

• Updates on Changes, Releases, and Patches: Keeps clients informed about changes, releases, and weekend patches, and confirms once they are complete. 

• Client Advisory Board Participation: Participates in the Client Advisory Board to ensure that any details or concerns are brought back into the pod and addressed. 

  Skills, Experience & Qualifications Required: 

• Experience with Financial Services Investment Management, Trading or related systems highly preferable ( e.g. Charles River IMS) 

• Proficiency in designing, planning, operating, and delivering IT services, enhancing IT processes and improving customer value. ITSM (IT Service Management) certification preferred 

• Proven ability to partner with various internal departments to deliver superior customer service. 

• Any experience with the following is preferred: servers, operating systems, networks, scripting, XML, programming languages, job scheduling software, system monitoring software and disaster recovery/business continuity. 

• Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills. 

• Bachelor’s degree in a technical or analytical discipline  

• Minimum of 7+ years’ relevant industry experience 

• Salesforce / ServiceNow experienced user preferred