Job Description

Function as single point of contact on all client activity Coordinate internal resources during escalated issue investigation / resolution Manage internal escalation processes for high severity or complex issues Maintain single source of truth tracker documentation for all ongoing operational activity Organize and lead bi-weekly, monthly, and / or quarterly reviews with appropriate internal and client audience Engage directly with senior client stakeholders providing updates as needed Define and build operational roadmaps with Client, while overseeing internal teams to de-risk projects Review projects lessons learned and provide feedback to internal teams for growth review As needed, coordinate with Product Management client involvement Beta activity Scope of Decision Making Serve as escalation point for severe client issues, determine when additional escalation within Accuity leadership is required Recommend to Product Management areas for improvement based on lessons learned gathered from Clients When possible, provide leads for Sales team with existing clients Key Success Measures Customer satisfaction through improved issue management, communication and strategic planning Client retention Client alignment for product roadmaps Key Skills Required Demonstrate ability to manage technical projects Technical expertise Previous consultancy experience - software solution consultancy experience Attention to details, production of key documents Gravitas and ability to interact at all levels across an organization Strategic thinker Ability to manage senior stakeholders Ability to see both the detail and larger aspects of a situation and to act accordingly Proven ability to work independently and cross-functionally Ability to meet deadlines while working under pressure Ability to determine relevant situations appropriate for escalation Ability to identify new initiatives to help improve efficiency Articulate, well-written, and able to influence people Ability to anticipate risk Strong communication and presentation skills Experience Required 5 to 10 years of experience in a software / consultancy organisation Proven customer relationship skills and a client-first focused approach to working Experience in managing senior stakeholder Experience in crisis management Experience in managing broad range of teams technical and functional i.e developers, support, sales, consultants and managers Experience Desired Financial market knowledge around the area of Risk and Compliance Project management certification List technical environments we operate in Knowledge of the finance sector Proven experience in a client facing and customer service environment Good levels of IT literacy Customer Focus Business Delivery Development Focus Commercial Focus Positive Impact Influence Leadership Change Focus Professional Expertise Innovation Creativity Team work Collaboration Self-Insight Resilience

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