Job Description

Charles River focuses intently on delivering market leading and feature rich technology wrapped in an exceptional client service experience. As a Client Management Director, you will be responsible for client satisfaction, retention and growth by ensuring the effective delivery of Charles River IMS projects, support and services while working closely with client senior leaders to ensure strategic alignment and strong, long-term partnerships. Client Management Directors serve a dual purpose - advocating for our clients within Charles River and serving as a trusted advisor and direct point of contact for the client.

As a Client Management Director, you will work closely with and influence both internal and client business leaders and decision makers. You will leverage your sharp organizational and strong interpersonal skills to ensure Charles River continues to deliver an exceptional client service experience, while advancing the goals of the organization.

• Actively manage and oversee a book of complex Charles River IMS accounts
• Directly lead, develop, empower and inspire a team of Client Managers
• Ensure a high touch engagement model with clients, including regular onsite visits, project status calls and executive engagements
• Develop relationships with senior client personnel to gain an understanding of client strategy and CRD's alignment to achieving their strategies
• Sustain a strong understanding of the Charles River IMS and keeping up-to-date with current functionality, offerings and upgrades
• Maintain frequent communication and collaboration with internal client account teams and business units; Specifically manage and foster the strong relationships within State Street for the collective benefit of our clients
• Establish long-term, strategic objectives for each client and measure success against account plan goals
• Proactively ensure effective client issue resolution, project delivery, response to information requests, and collaboration with other CRD teams
• Assist the internal Sales team to identify and foster revenue opportunities including additional application modules and services, training or services
• Maintain awareness of market and industry trends and news relevant to CRD and client base

• BA/BS degree in Finance, Technology or relevant discipline
• 20+ years' experience within the Financial Services / Software industry, preferred experience in Relationship Management, Business Analysis or similarly functioning role
• 7+ years' experience managing high-performing teams
• Demonstrable strong communication and presentation skills including the ability to articulate or present issues, options and resolutions verbally and in writing
• Ability to foster strong relationships across client organizations, with senior managers and key decision makers in large and small firms, including good personal and working relationships with end users
• Strong analytical and problem-solving skills
• Ability to multi-task and successfully manage simultaneous priorities
• Proven organizational skills with attention to detail
• Self-motivated with the ability to operate independently and as a member of a team
• Ability to travel to client sites 20% - 40% per calendar year