Expert relations clients / Senior Client Lead

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 a big series of clients being onboarded throughout Europe and APAC, and a list of mature prospects that should follow closely. Client Services (CS) 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.

Client Services team -

Amundi Technology's CS team is the main point of contact for our customers (asset managers, financial institutions, family offices, etc.). It’s objective is to make the Voice of Customer resonate inside Amundi Technology.

The CS team is the operational trusted partner of our clients. CS is the main entry point for our customers consuming the ALTO Solutions and Amundi Business line services (Trading, Middle Office, Data services).

Inside this team, the Senior Client lead is the most senior position allocated to one or several of our strategic accounts.

Each account also has a Relationship Manager (RM), working hands in hands with the Senior Client Lead. The RM is focusing on driving the strategic & commercial discussions.

Your mission

Client success

1. Building the Client Success Plan (CSP) enabling to reach Client Strategic outcomesOrchestrating the CSP delivery within Amundi Technology (Client Services, R&D, Onboarding, Product) and beyond (services delivered by Amundi Business lines : Trading, Middle Office, Data services)
2. Animating the Client Success team, creating a culture in which people want to do their best and feel an urgent need to improve process and delivery for clients

Solution adoption

1. Being the operational partner of the Client teams
2. Ensuring that our client realizes the maximum outcome from Amundi’s services
3. Advising on best practices with regular close collaborations (on-site visits)

Client Satisfaction

1. Monitoring Client Satisfaction
2. Identifying ways to continuously improve Client Satisfaction

Client Service delivery excellence

1. Accountable for Customer Requests resolution : supervising the support activity (tickets to be closed by CS Support consultants)
2. Client support team capacity, motivation and stability over time

Rolling out CS best practices

Escalating to pools of expertise inside AMT and beyond to maximise CS productivity

Commercial expansion

1. Identifying upselling opportunities for the RM to close
2. Organizing Billable man-days with Relationship Manager (e.g. changes request)

Governance & communication

1. Leading the monthly operational client meetings
2. Co-leading the Customer Service review semi annual (with RM)
3. Leading the Customer Success team weekly meetings (internal)
4. Reporting Client strategic updates to AMT executive level

Your profile

• Master's level
• Relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees
• At least around 10 years’ business experience of which 5+ of support management experience in the delivery / support of a technology platform
• 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
• Experience within the Asset Management industry or within FinTech supporting Asset Managers
• Knowledge of Investment value chain, Front-to-Back Office processes

IT / Software

Microsoft Office pack – Word, PowerPoint, Excel

Knowledge of different Alto* modules, Jira, Confluence

Languages

Fluent French & English