Client Services Manager in London

Client Services Manager

The Cassini Client Services Team are responsible for client onboarding and implementation, the technical aspects of pre‑sales and proof of concept (POC) projects and assisting support and relationship management teams with production client management.

This Client Services Manager role is within the Client Services Team and is located in the Cassini London office with occasional travel to the Cassini New York office. Some travel to client sites may be required but is not expected. The primary function of this role is to provide excellent customer service and portray credibility and knowledge in front of clients to build trust and confidence in the Cassini offering.

The ideal candidate will have strong communication and organisational skills, as well as a technical background with interest in data and the financial markets. They will be accustomed to working in a fast‑paced environment and have a pro‑active approach to their role and responsibilities. In return, Cassini offers candidates the ability to gain an in-depth knowledge of a deep and complex sector that will create great career opportunities.

Role

The Client Services Team are experts in using the Cassini system and all its functionality. Within this team, the Client Services Manager is responsible for coordinating implementation projects with clients as well as being directly involved in configuring and integrating the Cassini software for a client.

Specific responsibilities include:

• Project managing small, medium and large implementation projects, including creating and maintaining custom implementation plans and clearly organising the required implementation tasks.
• Managing stakeholder reporting and communication for small, medium and large implementation projects, including task logs, RAID logs and trackers.
• Working alongside a Delivery Engineer to provide technical assistance to clients that are implementing the Cassini software.
• Working with APIs, SFTP file drops and the Cassini User Interface to integrate the client’s data into Cassini’s data structure.
• Using a range of data formats, such as json, xml or csv to receive client data and transform data into internal formats using an ETL layer.
• Quickly understand and manipulate large and complex client datasets including debugging of error messages and identifying bad data formats.
• Following data integration, ensuring that the client’s required functionality is performing as expected with detailed testing and validation of expected usage.
• Providing user training and documentation to the client’s teams on specific features within the client’s preferred workflow (i.e. using APIs, UI or reporting tools).
• Liaising with Development and Product teams to highlight and prioritise new features or enhancements required for the client projects they are working on.
• Prepare quarterly reporting metrics on production client interactions for the Relationship Management team and help identify opportunities for increasing usage of existing modules or upselling new modules.
• Assist the Production Support team with production client queries with understanding of the client use cases and workflows.
• Escalate any concerns with client sentiment or project delivery to the Head of Client Services.
• Identify potential improvements in processes within the team.

Requirements

The Client Services Manager role offers a diverse set of learning experiences and combines strong communication and organisational skills with the technical skills required for detailed data analysis. A successful candidate is expected to have the following skills:

• Excellent organisational skills and ability to work on many workstreams in parallel.
• Excellent communication skills with both internal and external stakeholders.
• Strong project management skills including experience creating and tracking implementation plans or similar projects using project management tools.
• Good attention to detail.
• Experience working with and manipulating large, complex datasets.
• Proven ability to document data flows and client user documents for external consumption.
• Be comfortable working with data transmission layers such as APIs and SFTP.
• Experience working with automation tools such as SoapUI and Postman.
• An understanding of financial instruments, in particular Prime Brokerage business experience is preferable.
• Experience using project management tools such as Smartsheets, MS Project.
• Proficiency with MS Word / Excel / PowerPoint.
• Understanding of Python coding language.

The Company

Cassini Systems Limited is a financial technology company based in London, New York and Singapore. The Company currently operates on a 2-3 flexible model, meaning two days required to be in the office (Tuesday & Thursday) and the other 3 flexible. These days can be changed and personnel can be expected to be asked to attend the office on any given week day.