Responsibilities

Role Description: Service Support Advisor (SA) at Finastra

The Support Service Advisor (SA) at Finastra is pivotal in aligning service delivery with customer expectations while ensuring company standards are met. We manage client relationships, maintain service quality, and drive continuous improvement across various areas, including Service Management, Performance Monitoring, Issue and Conflict Resolution, Strategic Planning, and Innovation. Our primary objective is to ensure customers receive exceptional service while helping them achieve their goals with Finastra's products.

Role Focus:

Connect the dots between service management, performance monitoring, strategic planning, and issue resolution, ensuring that Finastra's services consistently meet customer expectations. Drive continuous improvement and innovation while fostering collaboration across internal teams to maintain high service quality and enhance customer satisfaction.

• Addressing customers' needs, solving problems, and proactively managing their concerns

• ensures that their expectations are aligned with service delivery.

• Monitor and maintain service quality to meet company standards, ensuring continuous alignment between customer needs and Finastra's service offerings.

• Define and measure Customer Satisfaction (CSAT) to assess success and identify opportunities for improvement. (Need to define if and how we execute or remove)

• Act as a critical point of contact for customers, ensuring their experience with the company's products and services remains favorable and consistent.

• Collaborate with various internal teams, including Application Management, System Engineering, R&D, and Product Service Desks, to ensure seamless resolution of customer issues. (need to validate what teams should be listed and if they are /Core or FMM or both)

• Serve as a bridge between teams to ensure service delivery aligns with customer expectations and company standards.

• Actively participate in service management processes, monitoring performance and adherence to service level agreements (SLAs).

• Take ownership of responsibilities with minimal oversight, ensuring tasks are completed efficiently and independently.

• Proactively identify and resolve issues before they escalate, utilizing your experience to navigate complex situations and mitigate risks.

• Contribute to strategic planning by identifying service innovation and improvement areas, ensuring that the company remains ahead of customer needs and expectations.

• Provide leadership and mentorship to less experienced team members, fostering an environment of support and development.

• Lead by example, helping to shape the team's direction in areas needing more explicit guidance and structure.

• Drive continuous improvement by documenting and refining onboarding, training, and service processes, ensuring best practices are followed, and service delivery is optimized.

• Maintain clear and proactive communication with customers and internal teams, ensuring that everyone remains informed of potential delays, scheduling changes, or issues.

• Act as a mediator for issue and conflict resolution, ensuring that customer and internal teams are aligned in addressing challenges.

• Drive cultural shifts toward more efficient and faster communication methods, promoting a collaborative and innovative work environment. (get team access to AI tools like copilot)

• Contribute to developing innovative solutions to enhance service delivery and improve performance outcomes.

• Monitor customer satisfaction, engagement, and service performance metrics to identify potential issues early and take corrective action when necessary.

• Ensure customer issues are thoroughly documented and addressed promptly, coordinating with cross-functional teams to resolve complex cases.

• When necessary, manage escalation processes for critical issues, ensuring proper resource allocation and clear communication with customers throughout the resolution process. ( do we have ability to do this at the SA level ?)

• Build and maintain strong, long-term relationships with key stakeholders within customer organizations, acting as their advocate within Finastra.

• Schedule regular check-ins with customers to assess their satisfaction, discuss goals, and address ongoing concerns.

• As appropriate, Identify upsell and cross-sell opportunities to sales that align with customer needs, offering additional products or services to enhance their experience.

• Provide customers with regular reports on service performance, usage, and outcomes to keep them informed and aligned with their goals.

• Internally, report on customer success metrics and performance trends, highlighting areas of success and opportunities for service improvement. (need to define if and how we execute or remove)

• Gather and analyze customer feedback to inform product development and advocate for enhancements that better meet customer needs.

• Use standardized processes and, when appropriate, tailor solutions to meet the specific needs of individual customers.

• Customer Onboarding: Act as the primary point of contact for Customer Success and Product Management teams during the customer's "go live" phase, guiding new customers through the initial setup and adoption of the product.

• Training: Conduct training sessions to ensure customers understand how to use the product effectively.

• Implementation Support: Provide support to integrate the product into the customer's systems and workflows.

• Build Relationships: Establish and maintain long-term relationships with key stakeholders within customer organizations.

• Regular Check-ins: Schedule ongoing meetings to assess customer satisfaction, address concerns, and discuss progress toward their goals.

• Customer Advocacy: Act as a representative of the customer's needs within the company, advocating for their feedback and concerns.

• Monitor how customers use the product to identify potential issues and usage patterns early.

• Proactive Outreach: Contact customers to offer help or resources that enhance their product use.

• As appropriate, help identify opportunities for sales to introduce additional products or services that could benefit the customer.

• Issue Coordination: Serve as the primary contact for customers facing issues, ensuring their concerns are documented and fully understood.

• Cross-functional collaboration: Work with internal teams (support, product, engineering) to bring in the necessary expertise to resolve customer cases efficiently.

• Resource Allocation: Mobilize appropriate company resources-such as specialized team members, tools, or additional support-to resolve customer issues effectively.

• Case Escalation Management: Oversee escalation processes for complex issues, ensuring that the right resources are engaged and customers are informed.

• Resolution Communication: Provide regular updates to customers on the status of their cases, including clear timelines and next steps until complete resolution.

• Follow-up and Satisfaction: After resolving an issue, follow up with customers to confirm satisfaction and ensure no further issues remain.

• Customer Health Scoring: Track and analyze customer satisfaction, engagement, and usage metrics to identify at-risk accounts. (Decide if this is to be implemented and how)

• Churn Prevention: Implement strategies to prevent churn by addressing issues before they lead to dissatisfaction.

• Customer Feedback: Collect and analyze customer feedback for product development and service improvements.

• Product Advocacy: Share customer feedback with internal teams to drive product enhancements and feature requests.

• Process Improvement: Continuously refine processes to improve the efficiency and effectiveness of customer success efforts.

• Customer Reporting: Provide regular reports to customers on their progress, product usage, and outcomes.

• Internal Reporting: Report customer success metrics to internal stakeholders, highlighting trends, successes, and areas for improvement.