Client Advocate

**Job Description:**

• Your key responsibilities include acting as a trusted partner for clients, ensuring seamless onboarding and adoption of our SaaS platforms. You will provide training and support to ensure clients are equipped to maximise platforms capabilities.
• You will be part of the agile team as an Implementation Owner to deliver the product build to support business growth and strategy.
• You will explain technical and functional requirements of products to clients and perform client demo sessions.

Responsibilities:

1. Acts as a trusted partner for clients ensuring seamless onboarding and adoption of our SaaS Platforms.
2. Provide training and support to ensure clients are equipped to maximise platforms capabilities.
3. Be part of the agile team as an Implementation Owner to deliver the product build to support business growth and strategy.
4. Explain technical and functional requirements of products to client and perform client demo sessions.
5. Understand client requirements and configure the platform to align with their needs.
6. Troubleshoot Client solutions, providing timely and effective solutions by leveraging your understanding of both the platform and client workflows.
7. Build and maintain automated monitoring tools to track platform health. Monitor system performance, availability, and scalability through KPIs and dashboards, collecting customer usage metrics etc. Diagnose and resolve incidents, collaborating with engineering teams to identify root causes and implement preventative measures. Manage larger Incidents through project coordinating across multiple stakeholders Synthix, operational Partners and Vendors as well as internally within Bank.
8. Digital Certificate Management: Implement digital certificate management and configure encryption/signing using PGP, SMIME, X509, and JWE keys.
9. Infrastructure Coordination: Coordinate with infrastructure teams for firewall opening requests. Production Activities: Handle production cut-over activities and verify production setups.
10. Testing Coordination: Coordinate testing activities with multiple back-end application teams.
11. Create user-friendly documentation, FAQ and training material for Clients.
12. Proactively monitor client usage and engagement, ensuring they achieve their desired outcomes.
13. Build strong, long-term relationships by understanding client pain points and offered tailored solutions. Proactively engage with clients to ensure they achieve their desired outcomes and remain satisfied with the platforms. Identify opportunities for upselling or introducing new platform features.
14. Analyse client feedback metrics to recommend and drive platform improvements through Product-Technology organisation.
15. Work with engineering teams to improve system reliability and release management process.
16. Develop and refine processes automating where there are manual touch points either directly or through feedback to Product development depending on complexity of feature.

Required Skills & Qualifications:

• Experience of managing SaaS platforms in a similar role/capacity, particularly in fintech or banking solutions.
• Strong understanding of SaaS platforms, their architecture and configuration, cloud infrastructure (AWS, google, Azure) and monitoring tools (e.g. Grafana, Splunk or security command center) and enterprise technology integration.
• Hands-on experience with incident management, system troubleshooting and root cause analysis. Competence in analyzing logs, usage data and performance metrics to identify trends or anomalies. Knowledge and understanding of infrastructure as code tools like Terraform.
• Basic knowledge of scripting languages like Python, Bash or PowerShell.
• Understanding of containerization (e.g. Docker, Kubernetes) and version control tools (Git)
• Exposure to site reliability engineering practices or devops workflows, knowledge of Devops principles and familiarity with CI/CD pipelines is a must (e.g. Jenkins, Github actions etc)
• Networking: Basic understanding of firewall configurations and networks (e.g. DNS, TCP/IP, SSL) Knowledge of ITIL practices and service management tools.
• Excellent problem-solving, communication and relationship-building skills.
• Knowledge on various Authentication methods TLS /mTLS, OAuth2.0, bearer token etc, Encryption/Decryption, Digital Signature.
• Demonstrable knowledge of API (Application Programming Interfaces) and third-party integrations. Knowledge on REST API Integration and communication protocols (SFTP, AS2, HTTPS, FTPS)
• Security Protocols: Knowledge of TLS/mTLS, OAuth2.0, bearer tokens, and SSH authentication.
• Familiarity with various payment and reporting message formats (e.g., SWIFT MT101, MT940, MT942, and MX messages like pain , pain , pain , pain , camt , camt
• Experience in BI tools like PowerBI or Looker is an added advantage.
• Banking Payment Products: Knowledge of various banking payment products globally (e.g., SEPA, FTS, ACH, UPI, NEFT, RTGS, FAST), common workflows in Banking and Fintech.
• Familiarity with regulatory or compliance considerations in the financial services sector.

Benefits:

• We offer a competitive salary and benefits package.
• Opportunities for career advancement and professional growth.
• A dynamic and supportive work environment.

Others:

• A Bachelor's degree in computer science, information systems or a related field.
• 3+ years of experience in client services, site reliability, or a similar hybrid techno-functional role, preferably in a SaaS or Fintech environment.
• Customer Service Experience: At least 2 years of proven experience in customer service within a Corporate Investment bank.
• Cash Management Knowledge: Understanding of cash management and related products, preferably within an international Corporate Investment bank, including global and domestic clearing systems and payment mechanisms, and awareness of new market developments (e.g., APIs).
• Language Skills: Fluent in English, both written and spoken.