Senior Relationship Manager

2 weeks ago

Sydney, New South Wales, Australia Bancroft School Full time
Job Description

Job Purpose

The Relationship Manager (RM) is focused on ensuring that clients are getting value from IDS' proposition. It is important that the RM clearly understands the respective clients use case(s) and ensures that services are set up to meet their client's requirement(s). In order to effectively achieve this, the RM needs to develop trust based and value added relationships with their key contacts. The RM needs to develop an understanding of the client's business, their key initiatives and business challenges. In addition to managing/maintaining the current revenue base, the RM is also expected to identify new business opportunities (both within ICE Data Services - IDS - as well as across the wider ICE organization i.e. the Exchange and Clearing divisions) and to refer them to the appropriate Sales Manager / Sales Specialist.

Responsibilities

  • To establish key contact relationships within appropriate financial institutions (across front, middle and back office).
  • Overall relationship manager focused on ensuring the client is getting the value from the service. Manages expectations on current services and/or any changes to those services which may or may not result in a financial impact for the customer or IDS
  • Understanding of client use cases to be sure the service is set up to meet the client's requirements
  • Proactive action plan 'Erosion Prevention Plan' for all accounts that are considered at risk
  • Meet with all key contacts on regular basis and develop a relationship based on trust and mutual respect
  • Actively maintain account plans for all allocated accounts in conjunction with the Sales Manager
  • Manage/maintain current revenue base whilst looking to grow the business footprint within existing accounts
  • Identify new business opportunities (within IDS and ICE), hand off to sales team to manage sales cycle
  • Maintain visibility and understand all current commitments IDS has with the client (SOW, trials, defects, feature requests, etc.)
  • Be aware of all production incident situations, communicate as appropriate to be sure they are up to date on all resolution information
  • Work in conjunction with Sales Manager to re-negotiate contracts
  • Maintain Salesforce CRM system (and other internal systems where appropriate) on a regular basis as it relates to client engagement activities, contact maintenance and erosion entries

Knowledge and Experience

  • Strong knowledge of the financial markets, supported by relevant sector related qualifications
  • Experience with managing complex contract renewal-cycles
  • Strong presentation and inter-personal skills
  • Face-to-face client visit track record
  • Previous Feed knowledge is an advantage
  • Well-developed IT skills, especially MS PowerPoint & Excel
  • Salesforce knowledge is desirable

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