Client Care Implementation Specialist

Description

About Redbridge

Redbridge is the partner of choice for Finance Departments. Our firm supports mid and large corporates in all aspects of their financial transactions and projects related to Treasury and Debt, in order to increase their overall performance and profitability: treasury optimization, design and implementation of the optimal financing strategy, rating advisory, negotiation of financing, management of banking relationships.

Within the Analytics team, in tandem with a project manager, the junior analyst participates in several client implementation projects in parallel (on average 5), on behalf of large groups in Europe seeking to monitor / optimize their banking relationships worldwide (Delivery).

Key responsibilities

• Serve as a project manager for successful product implementations of the Redbridge proprietary bank fee analysis software. This could include working with the client to determine project scope and timeline, configuring the software system to meet client's needs, and training users.
• Act as a dedicated contact for new clients, answering questions and providing support.
• Work with product team to resolve bugs or other issues/feedback provided by internal and external clients.
• Arrange training sessions for internal and external users of the Redbridge proprietary bank fee analysis software.
• Execute reporting analysis for both internal and external clients.
• Monitor client reporting post advisory engagement, ensuring that bank negotiated pricing, conditions, and rates are applied correctly; challenge data as needed, working with the client and the banks to resolve issues.
• Proactively contact clients post-implementation based on account health metrics.
• Implement strategies to strengthen customer relationships, retain clients, and uncover new opportunities

Technical skills

• Strong Excel knowledge
• Demonstrates expertise in company software modules and can support customer requests technically
• Strong mathematical skills to help gather, measure, organize and analyze data
• Experience in implementing other treasury/ finance tools preferred

Competencies

• Project Management :
  • manage a large complex project with a small team
• Customer focus :
  • Be visible to and accessible by clients
  • Ensuring service delivered exceed client's expectations
  • Listen actively to and meet their needs and establish partner relationship grounded in trust and mutual respect with focus on keeping clients long-term
  • Ensuring renewals and references
  • Support a portfolio of up to 40 clients at one time with no more than 4 active implementations
• Communication :
  • Excellent client communication
  • Written and verbal
• Organization :
  • Excellent priorization of to-dos
  • Perfect meeting of deadlines (internal and external)
  • Manage a various task easily, at the same time
• Compliance :
  • Know and respect audit policies and procedures surrounding the protection of customer data
• Innovative :
  • Be expected to propose changes in the process and/ or software to improve it
  • Knowledge of treasury, Cash Management and Banking activities

Education

• Candidate should have a bachelor's degree or a Master
• 5+ years of experience working in a bank or corporate treasury department preferred.
• 5+ years of experience in support, customer success, account management, or similar roles.
• Tech-savvy with the ability to quickly learn and explain products
• Fluent in English

Recruitment Process

• Initial screening interview with the recruiter
• Interview with HR and a Team Member (+ Excel technical test)
• Final interview with the Head of Client Services (US)