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For Companies At a Glance
- Tasks: Manage client relationships and resolve issues for Charles River IMS systems.
- Company: Charles River Development, part of State Street, revolutionises investment management globally.
- Benefits: Enjoy flexible work options, competitive medical care, and generous perks.
- Why this job: Join a dynamic team focused on client success and impactful service delivery.
- Qualifications: 3+ years in financial services; technical skills in systems and customer service required.
- Other info: Diversity and community engagement are core values at State Street.
The predicted salary is between 48000 - 72000 £ per year.
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 was 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:
- 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)
- 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 3+ years’ relevant industry experience
About State Street
State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow
We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility
We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
Contact Detail:
State Street Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Representative, Charles River Development, Vice President
✨Tip Number 1
Familiarise yourself with Charles River IMS and its functionalities. Understanding the platform will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of Charles River Development. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss your experience in client-facing roles and how you've successfully managed client relationships in the past. Highlight specific examples that showcase your problem-solving skills and ability to communicate effectively.
✨Tip Number 4
Stay updated on industry trends in financial services and investment management. Being knowledgeable about recent developments can help you stand out as a candidate who is proactive and well-informed.
We think you need these skills to ace Client Success Representative, Charles River Development, Vice President
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in financial services, particularly in investment management or trading systems. Emphasise any familiarity with Charles River IMS or similar platforms.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of the role and how your skills align with the responsibilities outlined. Mention your ability to build client relationships and provide excellent customer service.
Showcase Technical Skills: Detail your technical troubleshooting skills and any experience with servers, operating systems, or programming languages. This is crucial for a role that involves managing production systems.
Highlight Communication Skills: Since the role requires regular updates and proactive communication with clients, make sure to illustrate your strong verbal and written communication skills in both your CV and cover letter.
How to prepare for a job interview at State Street Corporation
✨Understand the Company and Its Solutions
Before your interview, make sure you have a solid understanding of Charles River Development's services and how they impact investment management. Familiarise yourself with their end-to-end solutions and be ready to discuss how your skills can contribute to enhancing client satisfaction.
✨Demonstrate Your Client Relationship Skills
As a Client Success Representative, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed client relationships, resolved issues, or improved client satisfaction. This will show your potential employer that you can effectively engage with clients.
✨Showcase Your Technical Knowledge
Given the technical nature of the role, be prepared to discuss your experience with financial services systems, particularly any familiarity with Charles River IMS. Highlight your technical troubleshooting skills and any relevant software knowledge, such as scripting or system monitoring.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and customer service approach. Think about how you would handle specific client issues or collaborate with support teams. Practising these scenarios can help you articulate your thought process during the interview.
