Client Services/Customer Care Support Specialist

Position title

Senior Client Services/Implementations Specialist

Location

India

Business Function

Customer Services - Tax Solutions

Department

Platforms and Regulatory Compliance (PRC)

Department overview:

The Platforms and Regulatory Compliance (PRC) business brings together solutions that help customers comply with regulatory requirements while reducing the risk, cost and complexity of running their businesses. We are comprised of MarkitSERV, Corporate Actions and Regulatory Compliance.

Within the PRC - Regulatory Compliance, the Tax Solutions group provides technology products to major financial institutions and multi-national corporations around the world as those products relate to the review and validation of international tax documentation.

Position summary

Tax Solutions is looking for a highly qualified senior specialist for their Client Services team. As part of the Client Services team, the candidate will act as the subject matter expert of the Tax Compliance software for clients mainly based in the APAC/EMEA region.

Foster and manage client relationships, and requires coordination amongst business functions including Sales, Product & Development, Customer training, and handling day to day client inquiries.

Duties & accountabilities
• Serve as a primary point of contact for assigned clients and handle both day-to-day inquiries, and urgent escalations in a professional and timely manner.
• Become a subject matter expert of the CTI Tax Solutions product suite. Actively speak with clients to ensure they understand how to use the functionality of Tax Solutions product suite and understand the full capability of our products industry initiatives
• Actively speak with clients to ensure they understand how to use the functionality of CTI product suite and understand the full capability of our products industry initiatives.
• Analyze complex client inquiries through application of product knowledge and client relationship/awareness. Typically includes repairing application issues, liaising across organization to resolve information quality and system issues, and assisting clients with installations, application functionality and data conversions by providing detailed analysis, feedback, and resolution.
• Collaborates daily with CTI software engineers to troubleshoot and resolve client issues and implement customizations.
• Lead meetings with client's business and technology teams to manage projects, troubleshoot issues and provide guidance.
• Manage the software upgrade and deployment cycle for assigned clients.
• Identify and track system issues through client queries and feedback. Work with Product, Development and QA to raise, review and prioritize client software bugs and enhancements.
• Use knowledge of client issues and needs to contribute to product development efforts.
• Lead product demos for current and prospective clients.

Business competencies

Education and experience

Bachelor's Degree

3-5 years of experience in Client Services or a related field

Client-facing role in a software company and/or Tax Withholding and Reporting experience preferred

Open to work primarily in UK shift (2:00 - 11:00 pm IST)

Commercial awareness

Have an excellent client service ethos and be able to communicate effectively with clients

Strong analytical and interpersonal skills.

Personal competencies

Personal impact

The ideal candidate will need to be detail oriented and task driven with a strong work ethic and able to work in a fast paced environment

Communication

Strong verbal and written communication skills are required.

Teamwork

Able to contribute on an individual basis and as part of a team