In-life Client Project Manager

ABOUT US:

Are you a dynamic individual with a passion for serving clients in a project management role within the technology industry? Do you enjoy problem-solving and seek to make a significant impact at a rapidly growing technology company? Are you seeking international exposure and experience in the Asset Management industry within a SaaS business? If so, we have an exciting opportunity for you!

Kurtosys provides asset and wealth managers with a data and content publication platform that facilitates the creation and distribution of essential sales, marketing, and client reporting materials. Established in 2002, Kurtosys operates across four global offices. With a global ISO-27001 certification in information security management, the Kurtosys team possesses a profound understanding of working at scale with data, information design, industry regulations, and compliance issues.

THE OPPORTUNITY: 

The In-life Client Project Manager (ICMP) plays a crucial role in helping Kurtosys enhance the value it provides to its largest existing clients. It's an exciting opportunity to engage with a global client base in a critical sector of the global economy. This role involves building strong relationships with high-touch clients to address their post-go-live program requirements and day-to-day support queries and issues. You will be expected to build strong relationships with key stakeholders, carefully manage their expectations, and manage the day-to-day commercials.

The role also requires a working knowledge of Kurtosys's platforms and sufficient technical knowledge to manage and coordinate system changes with various first-line support and technical teams. You will be given broad support from induction and your day-to-day role to build this knowledge. You will need to be a strong communicator to collaborate closely with numerous internal Kurtosys teams. The role will sit in the in-life support capability and report to the Head of Customer Support Management, which forms part of the broad Customer Support Department team (80+ staff).

RESPONSIBILITIES: 

• Build and manage day-to-day relationships with a select group of large clients.
• Holistically execute and manage annual change programs, change requests, and oversee daily support tickets and issues.
• Adopt a full project lifecycle approach, from planning to execution, change requests, monitoring, day-to-day support ticket oversight and closing, and manage client go-lives according to the agreed cadence.
• Coordinate and lead cross-functional teams, including first-line support, business analysts, designers, product developers, QA engineers, and other stakeholders, to ensure seamless project delivery.
• Monitor client account statuses, identify potential risks and issues, escalate internally where appropriate, and implement effective mitigation strategies to keep projects on track.
• Communicate project statuses, updates, and key milestones to stakeholders, including internal senior management and clients, ensuring transparency and alignment.
• Conduct ongoing evaluations to identify lessons learned and implement process improvements for future projects.
• Track and manage client support tickets as they arise, ensuring they receive the appropriate attention given their priority level. These tickets should be incorporated into the engagement cadence set with the client.
• Update internal client records on Kurtosys's CRM platform.
• Coordinate and manage commercials relating to client change requests and work closely with Relationship Managers to manage the overall client commercials.
• Assist the Relationship Manager in identifying use cases for additional customer upsell opportunities.
• Foster a collaborative and positive team environment, promoting continuous learning and development within the Customer Support Team (CSM).
• Support Executive Committee members and Relationship Managers with strategic account management planning and initiatives.
• Provide regular internal client reporting to assist the business with monitoring, managing risks, and improving our client services.

SKILLS AND ABILITIES:

• Strong understanding of project management methodologies (e.g., Agile, Scrum).
• Excellent problem-solving and analytical skills.
• Strong leadership and team management abilities.
• Communication and interpersonal skills.
• Ability to manage multiple projects simultaneously.
• Commercial acumen.
• Strong multi-tasking and prioritisation to manage multiple clients.
• Effective stress management.

PREFERRED QUALIFICATION AND SECTOR EXPERIENCE:

• Certifications:PMP, PRINCE2, or other relevant project management certifications or extensive project management experience.
• Technical Skills:Knowledge of software development processes and SaaS technologies (hard requirement).
• Industry Knowledge:Familiarity with the asset management industry and its specific challenges and requirements (preferential)

BENEFITS:

• Hybrid Working
• Relaxed Dress Code
• Open Culture
• Flexible Work Hours
• Employee Wellbeing Program
• Generous Leave Policy
• Ongoing Staff Appreciation Events
• Access To Learning Platforms