The Manager Client Services Delivery Specialist Manager will lead a team of Client Services Delivery Analysts Specialists in providing high standards of customer service, supporting the use of products and services for our global public relations and investor relations client base. Working with direct colleagues as well as with other internal stakeholders around the globe, they will handle diverse client-related projects and requests in both client-facing and back-office activities.
Essential Functions Of Role
Participate in 24/7/365 support model, working directly with clients and collaborating with the team
Manage the delivery of contracted services to clients to ensure that SLAs and KPIs, as defined in the relevant contracts, are met or exceeded
Set priorities and supervise the daily activities of team to ensure expectations are met or exceeded and that the team is operating at an optimum performance level
Manage and develop a team, setting direction and providing guidance and expertise
Build and maintain strong client relationships while also providing day-to-day client advice and support
EDUCATION & TRAINING
Masters degree or equivalent work experience
Investor Relations workflow knowledge would be beneficial
Financial markets knowledge would be a plus
Previous B2B experience is mandatory
Skills & Knowledge
Experience in a customer service managerial position
Excellent English written and oral communication skills. , with any other European language a plus
Very good IT skills, with a strong affinity towards working with software applications
Able to multitask in an effective manner and eager to learn beyond the immediate remitrequirements
Ready to work flexible hours and in shifts
Good Microsoft suite skills
Excellent presentation & training skills
Willingness to stay up-to-date with technology and product innovations
Strong interpersonal & communication skills
Ability to handle frequent change
Comfortable training & interacting with clients at all levels of an organization remotely or in-person
HTML and Drupal CMS knowledge would be considered as a strong advantage
Intrado is connecting people and ideas.
We are delivering on their potential.
We are improving the way we work and live.
At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.