Associate FIX Account Manager, Charles River Development, Senior Associate
- Dublin
- Permanent
- Full-time
- Project management: With direct oversight from a Senior FIX Account Manager or Team Lead— Serve as customer primary point of contact on all non-technical, FIX issues. Schedule, coordinate, and facilitate project kickoff, ad hoc, & recurring calls. Track service orders - installations, moves, and changes. Report to customer the statuses of: project milestone tasks, testing/certification progress, broker approvals, and connection statuses. Coordinate calls with vendors and CRD staff and/or customers for subjects such as network & IP configurations, legal amendments, invoicing, etc. Explain routine invoicing and simple CRD FIX-related policies. Create migration projects in database for migrations of 5 or less connections for Buyside or Sellside clients and with oversight, for projects with greater than 5 connections. Send migration notices to clients. Update customer tracking database using written procedures and/or with oversight.
- With Team Lead supervision, manage customer and vendor service orders including preparation, receipt, and verification of all contract and service order documents.
- Open Legal Help tickets and with oversight, provide requisite information for MLSA amendments & track receipt thereof; send out amendments to Buysides; follow internally to completion
- Using a template, create first drafts of Sellside amendments for review by Team Lead; send out amendments, gather signatures, obtain KYC approvals, file & circulate internally. Escalate to Team Lead for all client revisions.
- Prepare reports and create spreadsheets to track and report on vendor performance and/or special requests from Sellside clients, as assigned.
- Prepare reports and create routine spreadsheets for recurring calls with implementing Buysides and/or special projects for Live Buysides.
- With oversight, perform monthly accounting-related tasks including customer invoice data preparation and vendor invoice verification. Investigate customer and vendor invoicing issues for Second or Third Tier Buyside or Sellside clients.
- Interface with Finance and Business Development with respect to routine billing-related inquiries
- Ensure accuracy of database information and documentation. Perform extensive database testing prior to or following patches and upgrades.
- Quarterly archiving of files & folders
- Monthly updating of customer contacts for FIX-related roles
- Perform database entries for connections for all implementing Buyside clients
- Database audit verification and reconciliations
- Entry of connections for Non-CRN buysides for FIX Licensing
- Processing receipt of WB Mason and Cintas orders
- Monitor shared box and SalesForce to assign emails to appropriate team members
- Open VPN tunnel tickets for Buyside & Sellside clients; track VPN tickets to completion and update applicable spreadsheet and database for proper invoicing.
- Additional support tasks or special projects as assigned.
- Ability to multi-task and prioritize assignments in a fast-paced customer service and operations support environment.
- Ability to communicate effectively with customers, vendors, and internal staff to complete projects and service orders in a timely fashion.
- Experience with software applications along with a desire and ability to understand them is a plus.
- Bachelor’s Degree from a leading university or college in a business-related or technical field of study. Computer Science coursework is a plus.
- Minimum of 0-2 year’s customer service experience in a technology related environment and/or experience with FIX networks is preferred.
- Ability to understand and/or have a general knowledge of networks
- Familiarity with managing associated record/inventory information, service order tracking, and accounting/invoicing procedures.
- Ability to partner with various internal departments to deliver superior customer service
- Solid time management skills including the ability to manage multiple projects in parallel while meeting set deadlines
- Must be customer driven with a focus on providing a high quality of service
- Strong attention to detail with the ability to differentiate small differences within large amounts of data; accuracy for database information management.
- Ability to work within a small team environment supporting all team members’ projects
- Intermediate-level Excel spreadsheet skills; Macros or Access database skills are desirable
- Have strong interpersonal, verbal, and written communication skills.