Senior client lead H/F

Amundi Technology's CS team is the main point of contact for our customers (asset managers, financial institutions, family offices, etc.).
It’s objective is to make the Voice of Customer resonate inside Amundi Technology.
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).

Inside this team, the Senior Client lead is the most senior position allocated to one or several of our strategic accounts.
Each account also has a Relationship Manager (RM), working hands in hands with the Senior Client Lead.
The RM is focusing on driving the strategic & commercial discussions.
Your mission:
Client success:
- Building the Client Success Plan (CSP) enabling to reach Client Strategic outcomes
- Orchestrating the CSP delivery within Amundi Technology (Client Services, R&D, Onboarding, Product) and beyond (services delivered by Amundi Business lines : Trading, Middle Office, Data services)
- Animating the Client Success team, creating a culture in which people want to do their best and feel an urgent need to improve process and delivery for clients
Solution adoption:
- Being the operational partner of the Client teams
- Ensuring that our client realizes the maximum outcome from Amundi’s services
- Advising on best practices with regular close collaborations (on-site visits)
Client Satisfaction:
- Monitoring Client Satisfaction
- Identifying ways to continuously improve Client Satisfaction
Client Service delivery excellence:
- Accountable for Customer Requests resolution : supervising the support activity (tickets to be closed by CS Support consultants)
- Client support team capacity, motivation and stability over time
- Rolling out CS best practices
- Escalating to pools of expertise inside AMT and beyond to maximise CS productivity
Commercial expansion:
- Identifying upselling opportunities for the RM to close
- Organizing Billable man-days with Relationship Manager (e.g.
changes request)
Governance & communication:
- Leading the monthly operational client meetings
- Co-leading the Customer Service review semi annual (with RM)
- Leading the Customer Success team weekly meetings (internal)
- Reporting Client strategic updates to AMT executive level

Experience within the Asset Management industry or within FinTech supporting Asset Managers
Knowledge of Investment value chain, Front-to-Back Office processes

Master's level
Relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees