Manager, Project Management
McCarthy Tétrault
PMP
Senior Client Support Specialist, Tax Solutions
S&P Global
full-time
Posted on:
Origin: • 🇺🇸 United States • Massachusetts, New York
Visit company websiteSalary
💰 $68,093 - $100,000 per year
Job Level
Senior
About the role
- Serve as the primary and secondary relationship and support manager for assigned Tier 1/high value clients and handle both day-to-day inquiries, project and strategic planning as well urgent escalations in a professional and timely manner.
- Become a subject matter expert of the Tax Solutions product suite.
- Actively speak with clients to ensure they understand how to use the functionality of Tax Solutions product suite and understand the full capability of our products industry initiatives.
- Establish strong working relationships with clients to ensure they understand how to integrate the functionality of CTI product suite into their existing systems and provide guidance on additional products.
- Analyze complex client inquiries through application of product knowledge and client relationship/awareness, addressing application issues, liaising across the organization to resolve information quality and system issues, and assisting clients with installations, application functionality and data conversions by providing detailed analysis, feedback, and resolution.
- Collaborates daily with software engineers to troubleshoot and resolve client issues and implement customizations.
- Lead meetings with client’s business and technology teams to manage projects, troubleshoot issues and provide guidance.
- Lead strategic client initiatives with senior and project stakeholders.
- Manage the software upgrade and deployment cycle for assigned clients, including detailed reviews with client to assist with UAT and production planning.
- Identify and track system issues through client queries and feedback; work with Product, Development and QA to raise, review and prioritize client software bugs and enhancements.
- Use knowledge of client issues and needs to contribute to product development efforts.
- Lead product demos for clients during the implementation and post implementation phases.
Requirements
- 5 plus years experience in a Client-facing Software or Fin Tech role
- Experience with the implementation of financial services products either as a leader or an individual contributor
- Project experience with understanding of PMO principles
- Business/product analysis experience including reporting issues and documenting standard use cases documentation
- Familiar with the Software Life Cycle
- Presentation skills including performing product demonstrations
- Excellent written and verbal communication skills, with the ability to adapt to all levels of management and clientele
- Exceptional interpersonal skills that encourage healthy dialogue and trusted client relationships
- Good organizational and time-management skills to adhere to deadlines and deliverables
- Ability to work independently while still interacting within an integrated team structure
- More than six years of experience in tax ideally within tax withholding and reporting or tax operations (preferred)
- BS/BA or higher in a related field (preferred)
- Proficient in MS Office Suite, and a strong knowledge of internet applications (preferred)
- JIRA and Sales Force experience (preferred)
- Operational process experience, either part of operations or support of operation groups (preferred)
- Right to Work Requirements: This role is limited to persons with indefinite right to work in the United States.
