Job Description

About the role \xe2\x80\x93 Client Relationship Manager - : The Client Relationship Manager is responsible for managing multiple ongoing and new client relationships ensuring maximum levels of satisfaction, retention and growth. The Client Relationship Manager acts as a virtual CTO for our clients, ensuring optimal service delivery of IT infrastructure and supporting communications, and possesses proven client and project management capabilities.

Essential Functions include

• Develop a detailed understanding of the clients business needs and requirements and providing in-depth technical IT advisory
• Multitask and competently manage multiple client requests and providing resolutions and resolving issues rapidly
• Prioritize tasks and issues appropriately and delegate or escalate to ensure issues are resolved in a timely manner
• Accurately assess retention risk and renewal strength
• Seek opportunities within sales to grow client revenue
• Oversee that team resources are effectively applied to client service requests to ensure timely, cost-effective issue resolution is met thus resulting in high client satisfaction
• Manage reporting of vital client information such as ticketing system details, billing, HR and time recording to ensure time effective reporting and communication
• Build strong and positive relationships with clients
• Identify and propose solutions to recurring production issues or functional short-falls
• Produce and maintain service client improvement plans
• Manage contract negotiations on behalf of clients with third party vendors
• Stay current on client IT infrastructure requirements, technology strategy and goals
• Present regular reviews of the client\'s technology platform, the Edge value proposition and opportunities for growth and/or improvement
• Understand how Edge Technology product/service meet client goals and solve issues
• Identify opportunities for growth and create proposals for client acceptance
• Coordinate Edge service/product teams as needed to improve client service
• Assist when appropriate in scheduling client maintenance and ensure appropriate client approval/sign-off is gained
• Ensure appropriate documentation is in place for specific support requirements, such as onboarding, up-grades, or sign off on completed projects
• Produce ad-hoc reports as required (CPU utilization, file security, hardware/software inventory)
• Organize and chair monthly/quarterly service review meetings
• Be available as part of escalation process for client support - 24x7x365 basis
• Plan and execute inward facing marketing campaigns of Edge product/service offerings or awareness of current industry technology developments

Desired Skills & Experience

• Technical familiarity with an appropriate combination of infrastructure, server management and maintenance, network, disaster recovery, security, email, VOIP/telephony, and/or data backup and retention functionality
• Exposure to financial services, trading environments highly desirable
• Experience providing IT services to external clients
• Understanding desktop support, systems implementation, and hardware configuration
• Effectively analyze client IT systems requirements and have both technical and business experience to propose value added Edge solutions
• Hold others and self-accountable in delivering solutions and/or problem resolution in a timely, effective manner exceeding a client\'s expectations or SLAs
• Understand Edge and clients\' business drivers and facilitate effective client value in meeting both the near term and long-term client needs.
• Maintain strong relationships with both client, Edge & third party organizations
• Understand and can implement the Edge project management process
• Communicate well organized technology information to both technical and non-technical users of Edge products and services
• Keen problem solver who owns problems until they are fully resolved
• Strong negotiating skills, solid business judgment and awareness to make good judgements and take quick decisions
• Strong organization, time management and prioritization skills
• Create effective client presentations and reports
• Manage all related time, billing, and client issues on an ongoing regular basis

Technical skills and Qualifications

• Five plus year experience in service delivery/account management/senior consulting role, coordinating the delivery of broad ranging IT systems infrastructure capabilities to multiple clients.
• Microsoft, VMware, security, networking, project management qualifications highly desirable

Company Description

Edge Technology Group (www.edgetg.com), with offices in New York, London, Hong Kong, Singapore, Sydney, Greenwich CT, Austin TX and San Francisco, provides complete strategic planning, hosting, development, advisory, coordination and management of IT and real estate projects. We tailor our services to complement our clients\' needs and supplementing the expertise of client staff professionals. This is an exciting opportunity to join one of the most progressive providers in the financial technology industry and join a talented team, work on rewarding projects in a dynamic environment and excel in your career. Edge Technology Group has one of the most respected reputations in the industry because our services make a positive daily difference in our clients\' businesses.

Growth

Edge Technology Group is growing rapidly and successfully attracts and retains leading industry talent. We do this by offering dynamic IT professionals exposure to a broad range of leading technologies and the opportunity to learn rapidly and contribute directly to the business. Who are we looking for: Whilst providing account management will be the main priority, the successful candidate will also have the opportunity to work on Infrastructure related projects for both clients and globally within the internal Edge Data center platform. Candidates should be prepared to deal with a magnitude of different characters, and high pressure front office trading environments. The role therefore requires a high degree of client facing skills and \xe2\x80\x9csituation management\xe2\x80\x9d.
Above all else, we are looking for hard-working personalities, with the ambition to learn & grow with the role. Candidates will be given the opportunity to learn new skills & immerse themselves in a technology that is new to them. We are looking to hire individuals that want to be part of an extremely successful global business and join an existing talented team of financial sector engineers with extremely low staff & client turnover since inception.
We are looking for someone that wants to build a career at Edge and candidates should be prepared to invest at least 3-5 years in this project. Edge Technology Group are currently within their inception phase in the region. It is therefore imperative that all new members of staff are prepared to spend a portion of their time on support tasks, a large majority of which will be user based support.