Network Operations, SrAssc

A staff position responsible for managing customer and vendor service orders; serving independently as customers’ primary point of contact for non-technical issues; project management of initial customer setup and moves/changes; tracking and communicating project statuses; obtaining and maintaining database of associated data; reviewing and managing customer and vendor invoice data.  Additional tasks & projects as assigned.

Responsibilities:

• Project management:  With moderate management oversight, serve as customer primary point of contact on all non-technical, FIX issues. Schedule, coordinate, and lead project kickoff & recurring calls. Manage service orders - installations, moves, and changes for global clients. Report to customer the statuses of:  project milestone tasks, testing/certification progress, broker approvals, and connection statuses. Present options for connectivity to clients & coordinate calls with BT technical specialist and CRD technical resource.  Summarize tasks with ownership, deadlines & manage to completion. Coordinate calls with vendors and CRD staff and/or customers for subjects such as large migration projects, complex legal amendments, EMS policies, etc. With supervision, explain sensitive invoicing and/or CRD FIX-related policies. Serve as migration project lead for Buyside or Sellside migrations with greater than 5 connections. Create project in database and coordinate the sending of notices within the Account Management team. Update, without supervision, customer tracking database.
• Manage with moderate oversight customer and vendor service orders including preparation, receipt, and verification of all contract and service order documents.
• Open independently Legal Help tickets and provide requisite information for MLSA amendments & track receipt thereof; send out amendments to Buysides and follow to completion.
• Research Sellside agreement legal folder and create first drafts of Sellside amendments for approval by Team Lead; send out amendments, gain signatures, obtain KYC approvals, file & circulate internally. Escalate to Team Lead for any non-standard client revisions.
• Prepare reports and create customized spreadsheets for various service-related statistics for Internal use as well as for external use by clients, as needed
• Interface with Legal, Finance, Implementation, Business Development, SaaS Operations, and Client Services departments with respect to new and existing customers, contracts, service orders, project status, and data inquiries.
• Perform accounting-related tasks including customer invoice data preparation and vendor invoice verification.  Investigate customer and vendor invoicing issues for global Sellside and Buyside clients. Make process improvement suggestions related to billing and database entries. Create & enter PT items accordingly.
• Ensure accuracy of database information and documentation. Enter and serve as Testing Lead for certain assigned PT items. Perform extensive database testing prior to or following patches and upgrades. Provide feedback to Senior FIX Account Manager and Team Lead.
• Open VPN tunnel tickets for Buyside & Sellside clients, when needed.
• Additional support tasks or special projects as assigned.

Requirements:

• 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.

Qualifications:

• 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 2 years customer service experience in a Financial/Software services industry with some exposure to FIX networks including the design and function of leased lines and/or VPN tunnels.
• An understanding and general knowledge of networks with FIX network exposure
• Familiarity with managing associated record/inventory information, service order tracking, and accounting/invoicing procedures.
• Proven ability to meet all project deadlines with little oversight
• Demonstrated ability to meet the demands of a few Global Top Tier clients as well as multiple second and third tier accounts.
• Full understanding, reconciliation, and management of monthly vendor and company invoices with a high level of accuracy
• Solid analytical skills with an ability to engage in business software application product testing
• Demonstrated ability to client face during recurring & ad hoc calls and to summarize/track in writing all project plan tasks
• Abili