FNTS

Client Services Representative

• Conduct regular client status calls covering issues, requests, updates, and metrics
• Lead Operational Review sessions and participate in strategic meetings and Quarterly Business Reviews
• Provide metrics to the Sales Team and monthly client reporting
• Send customer satisfaction surveys and collaborate on the annual customer survey
• Partner with the PMO to review customer feedback on projects
• Communicate and coordinate client change-management activities
• Ensure internal processes and workflows support customer expectations
• Identify potential sales opportunities and share them with sales teams
• Serve as the primary customer contact during major incidents
• Escalate issues internally and provide regular incident status updates
• Prepare and distribute root-cause analysis reports
• Coordinate retrospectives and identify process improvements after major incidents
• Analyze customer survey data to identify customer-experience improvements
• Share client feedback with Service Delivery Centers of Excellence
• Build internal and external relationships and maintain regular, predictable attendance

Service Account Manager, Client Experience

Solutions Engineer

• Manage assigned technical projects from initiation through completion. Including kickoff, planning, execution, monitoring, closeout, and transition to steady state support.
• Coordination of project schedules, tasks, milestones, dependencies, owners, and deliverables to maintain project momentum and visibility.
• Partner with internal teams including Service Account Managers, Sales, Solution Architects, engineering, operations, finance, and support teams to align project scope, timelines, expectations, and handoffs.
• Facilitate internal and client facing project meetings, including preparing agendas, documenting meeting notes, capturing decisions, tracking action items, and driving follow-up through completion.
• Develop, maintain, and update project plans, timelines, status reports, risk/issue logs, meeting notes, project documentation, and closeout materials.
• Communicate project status, upcoming activities, risks, issues, blockers, and timeline impacts clearly and proactively to stakeholders.
• Track project risks, issues, dependencies, and constraints; escalate concerns appropriately when scope, schedule, resources, budget, or customer commitments may be impacted.
• Assist with review and alignment of project inputs such as statements of work, design documents, project requirements, timelines, and customer expectations.
• Coordinate technical resources and project stakeholders to support implementation, migration, disaster recovery testing, service changes, customer onboarding, and other technology delivery initiatives.
• Support project turnover activities, including internal handoff, client handoff, lessons learned, project documentation archive, and confirmation that required closeout tasks are complete.

Technical Project Manager

• Provide operational oversight for FNTS's comprehensive mainframe managed services supporting over 40 clients.
• Ensure exceptional day-to-day service delivery, reliability, and optimization of customer environments.
• Drive technical excellence and innovation while balancing operational stability and customer satisfaction.
• Build and develop a high-performing team of z/OS Mainframe Engineers and Sr Engineers.
• Oversee day-to-day management and monitoring of Mainframe customer environments.
• Implement continuous improvement strategies for Mainframe operations.
• Monitor and report on key performance metrics related to service delivery and customer satisfaction.

Service Account Manager, Client Experience

Technical Project Manager

Senior Manager, FN Tech Solutions