About The Position
FundGuard is a rapidly growing software technology company that embodies a start-up culture. Our primary customers are global custody banks, asset servicers and institutional asset managers. We are hiring a Boston based Business Support Manager to establish our client support team.
As a Business Support Manager, you will lead a team tasked with assisting the needs of our existing customers. This will include solving functional/technical problems brought forth through an inquiry system or via group hotline, building strong relationships with our clients and collaborating with internal partners to rapidly solve open queries. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and at the forefront of that experience is business support.
KEY RESPONSIBILITIES:
- Oversee a team of Business Support Associate’s and ensure they are resolving client business issues
- Act as an escalation for client reported issues; thereby resolving complex client issues
- Develop relationships and engage with clients’ Accounting Operations team or clients’ technical team who support Accounting Operations
- Have a hands on approach to FundGuard system and understand its inner workings
- Partner with engineering and product management teams to work through customer bugs & enhancement needs.
- Coach and support team members to help them meet departmental goals
- Accept incoming client queries related to functional and technical aspects of the FundGuard platform
- Oversee the 911 process related to a production down scenario
- Assume the role of point of contact with the client
- Own the 911 process until client environment is restored
- Create and track SLAs related to the FG support function as defined by client contract,
- Plan and oversee the fulfillment of accurate daily/monthly/quarterly/annual reporting support and service
- Be accountable for client satisfaction metrics
- Helps aggregate client feedback and provide guidance to improve operationally and expand the product offering
- seek opportunities for operational improvements in the support function
- Keep records and documentation of client interactions for training purposes
- Work with Customer Onboard to ensure a smooth transition to daily support (Operational Readiness)
- Become a FundGuard expert and discuss or educate on any nuance of the product internally and externally
- Quickly pick up and disseminate all functional updates of the product to your customers and to your internal teams as needed
- Collaborates with sales and support groups to demonstrate value of support offering to client and identifies business opportunities for expanded support
- Evaluate the criticality of client issues and collaborate with various parts of the organization to resolve
- root cause analysis (work with engineering team)
