Service Manager

What Will You Be Involved With?

• Develop and own the customer service review process, whilst ensuring that regular service reports and individual SLA reporting, where agreed, is provided on a given regularity with the right level of touch for the size of customer. If these service reviews are delivered as a dedicated meeting, the Service Manager will host that meeting.
• Be part of the project handover process for customers, ensuring that services taken on for any new products is completed in a professional manner
• Be responsible for escalation management, primarily for critical/high service issues. Actively pursue escalated issues ensuring proactive resolution and communication to the customer, setting the appropriate expectations.
• Build and maintain client relationships. Attending SBR (Strategic Business Review) meetings covering performance, service improvement, quality and processes.
• Evaluate the changing needs of the service, liaising with internal and external stakeholders to identify areas for operational improvement, making recommendations for service improvement for each customer
• Identify and report on “at risk” customers and work cross-team on the planned actions
• Deliver regular updates on TT’s General Roadmap, as well as Customer specific enhancement requests
• Pro-active communication of notable deployments, where possible, and raise awareness of “breaking changes” e.g. non-backward compatible API changes.
• Responsibility for managing Customer Satisfaction Survey feedback
• Work with Sales & Pre-Sales Management to assist & drive product cross-sale opportunities and proactively find opportunities for customers to gain additional value from TT, e.g. TT Reserved, IaaS, etc
• Work with User Experience team, highlighting any situations where a training engagement may be beneficial/required
• Support our Sales team within the bid process, with involvement in major bids and review any service delivery management requirements in the discovery phase.

What You Bring to the Table

• 5+ years in a Customer Service or Account/Relationship Management role required, with experience in being responsible for banks, investment firms and other financial institutions
• Exposure to the Futures, Energy, Fixed Income and or the Cash financial markets required – working knowledge of trading platforms desirable
• Strong analytical, planning and organizational abilities and excellent attention to detail
• Experience in customer escalation management
• Excellent professional and positive verbal and written communication skills
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly
• Willingness to learn and actively contribute to improving the global team
• Experience with Google-suite applications; ServiceNow; JIRA; Smartsheets; Gainsight/Salesforce

What We Bring to the Table

• Competitive benefits, including: medical, dental, vision, FSA, 401(k) and pre-tax transit/parking

• Flexible work schedules – with some remote work

• 22 PTO (paid time off) days per year with the ability to roll over days into the following year, robust paid holiday schedule with early dismissal, generous parental leave (for all genders and staff, including adoptive parents) and backup child care as well as tutoring services

• Company provided top-of-the-line tech resources and a tech accessories budget for monitors, headphones, keyboards, office equipment

• Stipend and subsidy contributions toward personally-owned cell phones and laptops, gym memberships and health/wellness initiatives (including discounted healthcare premiums, healthy meal delivery programs or smoking cessation)