Implementation Relationship Manager

Descripción del puesto:

Implementation Relationship Manager

ROLE PURPOSE:
This role owns the technical relationship and implementation with customers that includes new installations and changes. The role will apply Technical Order Management along with project management skills to communicate and co-ordinate agreed activities to ensure that they are delivered on time and to a high quality.
It will also entail regular reviews with the customer on the technical health status of LSEG products in scope and provide the customer with the details on upcoming upgrade and implementation programmes that will need to be planned for. The role will liaise with account managers, CSMs, Product and Proposition teams as part of a wider customer engagement. It is expected that the Implementation Relationship Manager has the confidence to meet with customer stakeholders either virtually or in person.

WORKSTYLE MODEL:

We know balance is the key, therefore we propose hybrid way of working. You are welcome to work from our brand-new office every day, but you have still an opportunity to stay at home if needed. In this position you can work 2 days a week from home.

SOME OF DAILY TASKS YOU WILL PERFORM:
* Be responsible for all aspects of the technical relationship with the customer from an implementation, product change perspective
* Build and maintain strong relationships with key technical contacts in named accounts
* Hold meetings with the customer when required, either proactively or event triggered. These could be at up to C-Level
* Owns the end-to-end implementation change for LSEG products, both LSEG and client initiated
* Take ownership of any technical issue that a customer may raise during technical implementation and product changes, and proactively liaise with all resolver groups to provide a timely resolution
* Provide technical advice to customers on all aspects of customer connectivity, product and system usage, and upgrades to ensure that the customer is fully ready for the changes
* Identify all customer readiness activities for assigned projects and act as the customer-facing Technical Lead
* Liaise with key customer departments for each account during implementation or upgrade to keep them informed of progress and any issues
* Partner with Implementation Project Specialist to ensure smooth delivery of customer projects across the entire Customer Implementation and Professional Services

WHAT TO BRING?
* Excellent customer facing skills with the ability to understand the customer and communicate at their level
* Willingness to embrace new process and different ways of working
* Pro-active approach, initiative and ability to seek out information from the customer and colleagues
* Ability to use all available resources and tools to investigate and tackle customer problems
* Professional approach during periods of heavy workload without close supervision.
* Understanding of market data and the FinTech industry
* Ability to form close relationships with the Account Manager and CSM for mapped accounts to embrace a more cohesive service for the customer

YOUR PACKAGE WHEN JOINING GDYNIA TEAM:

* Bonus: Quarterly or annual bonus plan assigned to every position

* Wellbeing: monthly wellness and work-from-home allowance, and employee assistance program

* Healthcare: private medical care with Medicover, premium package fully covered by employer and life insurance with Generali

* Future: corporate pension plan supported by Fidelity International offering additional 5% of base salary to invest in selected funds, and LSEG Employee Share Purchase plan available

* Reward and Recognition: additional awards and vouchers available for extra achievements

* Referral: Bonus between 8,000 to 10,000 PLN for successful recommendation of a new colleague

* Development: E-learning platforms access with a range of training and certified courses

* LSEG Products: availability to access to real-time economic data through our flagship Workspace platform

* Diversity: Inclusive culture built by colleagues from over 40 countries representing various age, gender, race, and beliefs

* Charity: 2 additional days off for voluntary jobs

* Office: brand new, sustainable office with cafeteria and chillout space. Location 3T Office, Gdynia is less than 200m to PKM station and a walking distance to SKM station. Underground car park with 122 spaces for LSEG employees

* Activities: sport teams and social events to join e.g. weekly yoga classes in the office

* Company events: Annual Summer and Winter Parties for colleagues and Family Day for employees with partners and children

Proud to share LSEG in Poland is Great Place to Work certified (Feb '24 - Feb '25).

Learn more about life and purpose of our company directly from the Gdynia colleagues' video: https://www.lseg.com/en/careers/where-we-work/gdynia-poland 

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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