Relationship Manager H/F

Amundi IT Services

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