Your mission

Client Trusted Advisor

• Establish and maintain a relationship of trust with customer C-levels
• Visit clients regularly, spending at least 30% of your time onsite
• Complete understanding of the client’s strategic objectives, and mapping them to the Amundi product & services
  
  Client Success and Satisfaction
• Building and updating the Client Success Plan (CSP) enabling to reach Client Strategic outcomes in collaboration with the CSM in charge of the account. The CSP orchestrates work from the other Amundi Technology teams (Product, R&D, Client Service, PS) and Amundi AM business lines (MO, Data, Dealing Desk)
• Co-animating the Client Success team with the CSM, creating a culture in which people want to do their best and feel an urgent need to improve process and delivery for clients
• Monitoring Client Satisfaction
• First level of Client escalation  (after CSM) for the follow-up of customer requests and tickets.
• Claims: driving discussions with Clients (error notes produced by Client Services team)

Commercial expansion (upselling)

• Build sales strategy for each account. You are owning the commercial development, and the achievement of commercial objectives, in line with the development plan.
• Assessing Client political map (sponsors/detractors…)
• Accountable for extended analysis of customer requests, proposing appropriate solutions with the help of Products and business lines, with a view to continuous improvement.
• Keeping your pipeline of opportunities up to date in AMT CRM
• Driving your Change Requests through the different gates with Product, R&D, PS and Business Lines.
• Committed ahead of contract signature:
  o    contributes to presales process (TOM definition, RFI/RFP answering)
  o    leading the IT & Operational SLA discussions to ensure client satisfaction after go live
• Negotiate and coordinate all aspects of the contractual relationship with the customer, taking over the account from Sales after contract signature
  
  
  
  Governance & communication
• Co-leading the Customer Success internal team weekly meetings to update CSP with CSM
• Co leading the regular account review with CS/RM sponsor & steering committees with client with the CSM (monthly or quarterly depending on client)
• Leading the Client Service Review semiannual ensuring the timely production and reporting of KPIs with the teams concerned, and the financial implications.
• Organizing the Broker selection committees with Amundi Intermediation
• Organizing the Client Executive yearly meeting, with Client senior management and Amundi C-level
• Reporting Client strategic updates to AMT executive level
  
  
  

Administrative tasks

• Take responsibility for issuing invoices according to each customer's specific frequency and agreements, in coordination with the Accounting team.
• Feed customer data into the CRM and KYC tool
• Ensure completion of due diligence questionnaires (eg: Security audit) with the help of the business lines and the Customer Service team.

Client Knowledge

• Mastering client specificities, business objectives, Operating Model, SLA customizations, you are the go-to person for AMT teams

Continuous Improvement : identifying initiatives, organizing POCs, sharing them with the CS & RM management team

Relationship Management team is at the center of that strategy, helping clients reach their strategic outcomes via our technology and services, while delivering our Product and Services efficiently.
Each account has a Relationship Manager (RM), working hands in hands with a Client Success Manager from Client Services (CS) team.

The CS team is the operational trusted partner of our clients. CS is the main entry point for our customers consuming the ALTO Solutions and Amundi Business line services (Trading, Middle Office, Data services, Risk and Compliance).
As Relationship Manager you are the main contact for our Alto Invest clients. You maintain the strategic relationship with the client's C-level. You act as the customer's trusted advisor, facilitating strategic dialogue with Amundi Technology.

Relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees

At least around 10 years’ business experience of which 5+ of support management experience in the delivery / support of a technology platform or at an Asset Manager or Asset Servicer

• Experience within the Asset Management industry or within FinTech supporting Asset Managers
• Experience in project management or participation in project-based teams, demonstrating ability to manage timelines, stakeholders, and deliverables
• Knowledge of Investment value chain, Front-to-Back Office processes

• Client focus: Ability to understand customer needs, develop strong relationships and deliver high quality, personalized service. Ability to translate Amundi Technology's offering into value for customers.
• Excellent communication and presentation skills in French & English: Ability to communicate clearly and persuasively, both in writing and orally, with customers at different hierarchical levels and internal teams.
• Prior experience as part of a management team (lead role with plan, resource and issue/change responsibilities) that successfully managed a full life cycle implementation
• Experience in supporting business development opportunities through proposal creation, review and presentation

Must have : Microsoft Office pack – Word, PowerPoint, Excel

Nice to have : knowledge of different Alto* modules, Jira, Confluence