Client Success Manager

Client Services team

Amundi Technology's Client Services team is the main point of contact for our customers (asset managers, financial institutions, family offices, asset servicers). It's objective is to increase Customer Satisfaction. The client services team is the operational trusted partner of our clients. Client services is the main entry point for our customers consuming the ALTO Solutions and Amundi Business line services (Trading, Middle Office, Data services, Risk and Compliance. As Customer Success Manager, you will report into the Paris head of client services Alto Invest & Asset Servicing. You will be managing several of our accounts. Each account also has a Relationship Manager, working hands in hands with the Customer Success Manager. The Relationship Manager is focusing on driving the strategic & commercial discussions. The Customer Success Manager's main KPI is the client satisfaction, including tickets resolution according to SLAs. Along with the relationship manager, they are the go-to-person representing the Client inside Amundi Technology and Amundi in general.

Why this role is important to us

Amundi Technology is the entity in charge of developing and promoting the technological solutions offered by Amundi Asset Management. Amundi Technology launched a set of solutions and services in 2016. We are now covering the entire savings value chain. Our ambition is to become the leading technology providers in this value chain in Europe and Asia.

Our flagship solutions offered to the market are ALTO Investment (portfolio management solution for asset managers and asset owners) and ALTO Wealth & Distribution (advisory and discretionary portfolio management solution for distributors and private banks). Other specialized solutions have also been developed, such as ALTO Asset Servicing for custodian compliance.

Furthermore, as a committed company, Amundi has invested heavily in ESG investments and climate impact. Our ALTO Sustainability technology solution integrates ESG data and investment analysis to offer the best ESG and climate decision-making tool. Amundi Technology has an ambitious growth target for the coming years. We already have many clients being onboarded throughout Europe and APAC, and a list of mature prospects that should follow closely. Client Services team is at the center of that strategy, helping clients reach their strategic outcomes via our technology and services, while delivering our Product and Services efficiently.

What you will be responsible for

Client success

• Building and updating the Client Success Plan (CSP) enabling to reach Client Strategic outcomes in collaboration with the RM in charge of the account - Being the Client Success Plan delivery manager. This includes acting as Project Manager for Business Implementation and small extensions. You will orchestrate tasks within Amundi Technology (Client Services, R&D, Onboarding, Product), Amundi Business Lines (Trading, Middle Office, Data, Risk) and Third parties when relevant (eg : Asset Servicers, technology partners). This task includes setting up and driving Remediation plans when required.
• Co-animating the Client Success team with the Relationship manager, creating a culture in which people want to do their best and feel an urgent need to improve process and delivery for clients

Client Service delivery excellence

• Ensuring efficient handover from the Professional Services team, after onboarding
• Ticket 360 supervision :
• Ensuring proper allocation to domain analysts and resolution within client
• SLA delays (including Fix & Change Request follow ups).
• Setting up cross domain analyst resolution teams when different expertise are required
• Acting as Client entry point and level 1 escalation
• "Production review" organization with Clients. Direct contact with Client heads of Operations
• Sharing Release Notes with Client
• Continuous Improvement : identifying initiatives, organizing POCs, sharing them with the Clint Services & Relationship management team
• Escalating to pools of expertise inside AMT and beyond to maximize Client Services productivity
• For major incidents, organise post mortem with client, including remediation plan.

Client Knowledge

• Mastering client specificities, Operating Model, SLA customizations, you are the go-to person for AMT teams, especially for the CS domains.

Solution adoption

• Being the operational partner of the Client teams
• Ensuring that our client realizes the maximum outcome from Amundi's services
• Advising on best practices with regular close collaborations (on-site visits)
• Organizing "vis ma vie", training, walk the floor at Clients, mobilizing relevant Client Services & AMT experts.

Client Satisfaction

• Identifying ways to continuously improve Client Satisfaction
  
• Monitoring Client Satisfaction
• Claim analysis : in charge of producing error notes

Commercial expansion

• Identifying & transferring upsell opportunities to the RM
• Collecting billing data of Client over the period considered for the invoice

Governance & communication

• Leading "Production review" with Clients.
• Leading the Customer Success internal team weekly meetings to update CSP
• Co leading the monthly operational client meetings with the Relationship Manager.
• Contributing to the Customer Service review semiannual led by Relationship Manager.
• Reporting Client strategic updates to AMT executive level

What we value for the role

• Client focus: Ability to understand customer needs, develop strong relationships and deliver high quality, personalized service. Ability to translate Amundi Technology's offering into value for customers.
• Excellent communication and presentation skills in French & English: Ability to communicate clearly and persuasively, both in writing and orally, with customers at different hierarchical levels and internal teams.
• Prior experience as part of a management team (lead role with plan, resource and issue/change responsibilities) that successfully managed a full life cycle implementation
• Experience in supporting business development opportunities through proposal creation, review and presentation
• Must have : Microsoft Office pack
• Word, PowerPoint, Excel Nice to have : knowledge of different Alto* modules, Jira, Confluence
• Language - French native - English as a must

Education & Preferred Qualifications

• Relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees
• Master's level
• Experience within the Asset management industry or within FinTech supporting Financial Services
• Knowledge of Investment value chain, Front-to-Back Office processes

About Amundi

What we do.With close to 5,500 team members, and market experts in 36 countries, Amundi provides retail, institutional and corporate clients with innovative investment strategies and solutions tailored to their needs, targeted outcomes and risk profiles. Amundimanages2.240 trillioneuros of assetsacrosssix main investment hubs.

What we offer.We make all efforts to create a great and positive work environment, focusing on retaining, nurturing and rewarding talent. As a member of our team, you will have access to competitive and comprehensive benefits package inclusive of flexible work options, mentorship as well as an opportunity for cross-functional and geographical internal mobility and a range of development programmes to help you reach your full potential.

Inclusion, Diversity and Social & Societal Responsibility.We pride ourselves in being a responsible and committed financial player. We are keen to develop a responsible, demanding vision of our business, paying rigorous attention to our employees ensuring there is equal opportunity, diversity, inclusion and non-discrimination. Amundi Ireland aim to help provide the tools to help balance your professional and personal life providing access to employee networks, such as our Women's Network, Charity Committee and Mental Health Champions

Candidate Personal Data Protection Charter

Amundi is a subsidiary of the Credit Agricole Group. The information collected as part of your application is subject to computerized processing. The Credit Agricole Group's Personal Data Protection Charter for Recruitment informs you of the processing operations to which your personal data is subject within the Group, the protection principles applicable to this processing and the manner in which the Group complies with regulatory requirements. You can consult this Charter by clicking on the following link: Candidate Personal Data Protection Charter. By submitting an application, I accept and agree that my personal data be processed in accordance with this Charter.