Client Operations Technical Account Manager

The Impact You Will Have

In this role, you will be a member of the Enterprise Client Operations team, responsible for owning the technical relationship with major high volume clients with complex, multi-channel connections to DTCC products and services.

You will work directly with assigned clients to understand and document their technical infrastructure and strategies, coordinate the implementation of DTCC’s Clearing and Securities Services solutions, and continually strive to optimize the use of the solutions.

You will partner with the client account team to improve the client/partner experience by means of a thorough understanding of their platforms and strategies to allow for improved ability to understand new service and migrations impacts and recommend improvements.

Primary Responsibilities

• Analyze, document, and communicate internally client’s technical infrastructure as it relates to Clearing & Securities Services solutions.
• Create and maintain workflow diagrams and document interfaces by cataloging what the client supports from a message and functionality standpoint.
• Identify, document, and lead efforts to implement process or technical improvements to client’s use of Clearing & Securities Services solutions.
• Assess and manage impacts of all Clearing & Securities Services technology changes that could impact the client by understanding the client technology agenda.
• Work closely with the Chief Client Office to provide pre-sales support and project scoping.
• Manage project to implement or migrate Clearing & Securities Services solutions ensuring all deliverables meet established quality standards and client/partner expectations.
• Act as the primary client/partner point of contact for the project and accountable for project success and the resolution of all issues that arise during the project life cycle.
• Elicit requirements using interviews, document analysis, requirements gathering meetings, workflow analysis, and develop recommendations based on experience gathered from past client/partner engagements.
• Identify project success and the resolution of all issues that arise during the project life cycle.
• Provide technical and business support and execute work plan activities associated with the project and testing of Clearing & Securities Services solutions.
• Maintain all documentation and detailed notes related to the project.
• Monitor client/partner progress during initial production rollout and successfully handover to production support teams.
• Set realistic deadlines for delivery and lead regular project status meetings to provide updates.
• Facilitate communication and collaboration among Clearing & Securities Services business partners, such as the Chief Client Office, Product Management, and Enterprise Client Operations.
• Oversee changes that have come about due to merger activity.
• Act as escalation point for the client/partner.
• Communicate the impact of an outage with technical contacts at the client/partner and guide them on invoking their business continuity plans.
• Make recommendations to Product Management for enhancements to products identified during client/partner interaction.
• Prepare Statements of Work describing project scope, assumptions, deliverables, and estimated hours/schedule for project.
• Manage and approve internal resource time to agreed SOW for each assigned project and issue addendums where required.
• Communicate proactively and regularly with management regarding project status.
• Successfully manage multiple technical relationships and projects simultaneously.
• Assist with other miscellaneous duties as requested by the management.

Qualifications

• Minimum 7 years of related experience
• Bachelor's degree required
• Talents Needed For Success: Demonstrated project management and application integration skills required; demonstrated problem-solving capability and analytical skills; ability to communicate information clearly and succinctly to technical/non-technical colleagues and client/partners; ability to work independently and effectively as part of a team; knowledge or experience using Clearing & Securities Services services desirable; ability to prioritize and handle multiple client/partners, tasks and projects concurrently.