Responsibilities: 

The Senior Client Service Manager (Senior CSM) is responsible for the day-to-day relationship with Eagle’s more complex clients from pre-contract status on.  At a high level, the Senior CSM’s focus is on, but is not limited to, the following areas:

• Provide primary contact and client management with assigned Enterprise clients, providing full product knowledge from functional through technical issues.
• Responsible for managing production client software needs including all reported issues from inception to resolution, workflow review assessments, business requirement gathering, release management.
• Manage weekly calls, set client expectations, participate in on-site visits, and build strong rapport with colleagues and clients at multiple levels.
• Mentor newer and junior CSMs into the role and provide leadership to them as needed.
  Utilize other internal areas including, Educational Services, Workflow Improvement, GPS, Development, and offshore resources as appropriate.
• Proactively look for ways to add value and improve the client’s perception of Eagle products, through understanding their business needs and making recommendations for process improvements where applicable.
• Assist tier 1 and 2 resources in recreating issues in multiple environments and support testing effort for issues as assigned and/or related to assigned clients.
• Ensure the CRM system is updated with all relevant information to support issues tracking and communication with clients.

The CSM begins interaction with the client during the sales process and throughout the client’s lifecycle with Eagle.  Appropriate involvement during the implementation phase(s) is critical, particularly if being handled by a third party.  Being part of the sales process and implementation provides continuity and allows the CSM to cultivate a relationship with senior managers at the client.  The CSM is Eagle’s key link to the decision-makers at each client.  The role operates in both a proactive and reactive mode.  CSM’s will also react to information and concerns brought to their attention by other internal groups. They serve as the “conduit” for all client-related activities (e.g. support issues, Global Professional Services (GPS) engagements, add-on sales, client conferences, the Eagle Client Advisory Council meetings, etc.).  The CSM must maintain a high level of product knowledge; they should stay current with the products through continued training offered by Eagle and other outside opportunities as appropriate.
 
Requirements:

The ideal candidate will have proven success in managing client relationships in the investment management industry. S/he will demonstrate self-confidence, poise and composure with all colleagues, clients and channel partner communications.  7+ year’s relevant industry experience. BS in Finance or Accounting preferred, other degrees considered. 

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