Client Product Support Specialist

Job Description

What we are looking for

A Dedicated Client Product Support Specialist supports post go-live of the Charles River Investment Management Solution (CRIMS) implementation. Contributions include defining client requirements, configuring, and tuning the application to the client's business and technical needs, training users, testing workflows, and resolving issues. The ideal candidate will have at least 3 years of hands-on experience gained in the financial industry working for a consultancy or software vendor. Experience leading the implementation or support of Front, Middle or Back Office Investment Management systems is highly valued.

Why this job is important to us

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created the first open front-to-back platform - State Street Alpha, that was launched in 2019. Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for

- General familiarity with Customers implementation of the system(s), to assist and provide general coordination and management of support issues reported by the Customer to Charles River.

- Providing consultative guidance with respect to the Customer's use of the System based on information provided by the Customer regarding its requirements and existing workflows

- Analyze and evaluate requirements while providing product expertise and guidance throughout the post-go-live journey. Basic Project Management assistance for services management and small projects

- Educate customers on the methodologies and functionality provided by CRIMS. Advise on best practices regarding the implementation and operation of CharlesRiver solutions and services.

- Monitor and evaluate customer requirements to identify potential enhancements to Charles River solutions and services. Document and communicate product improvements as part of customer-specific requirements or in response to trends in the marketplace.

- Contribute to software quality by clearly communicating defects to Client Support and Product Management. Support the defect resolution process by providing clear descriptions of defects and validating the resulting fixes. Identify errors and mistakes in documentation and suggest corrections and improvements.

- Informal Customer specific training to Customers end users.

What we value

The Dedicated Client Resource is expected to have experience working on implementing or supporting Front, Middle or Back Office Investment Management systems.

- Minimum of 3 years of experience with the implementation and/or support of mission-critical financial solutions. Experience in the implementation and/or support of a financial system within a bank, hedge fund or asset manager, or wealth management firm is especially valuable.

- Hands-on experience implementing or supporting investment management software, preferably an order management and compliance system is especially valuable.

- Substantive in one or more of the following: fixed income, equity financial instruments. Understanding of investment management or wealth management workflows, derivatives and FX instruments.

- Technically savvy: understanding of multi-tier technical architectures and relational database structures, familiarity with SQL, FIX and reporting tools

- A strong record of customer service. Post Go Live Senior Consultants must understand customer needs and build effective relationships. The candidate must be able to convey plans, issues and concerns to clients and team members in a clear, logical and concise manner. They will need to also be able to influence key decision makers both internally and externally.

- Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.

- Strong time management skills including the ability to manage multiple projects in parallel.

- Strong problem solving/analytical skills.

Education & Preferred Qualifications

- Four (4) year degree in a business or technical field such as Finance, Mathematical Finance, Economics, Engineering, or Computer Science. An advanced degree or industry certification such as the CFA is a strong plus.

- 10+ years of experience

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