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Technical Relationship Manager- Tokyo

TITLE:

Technical Relationship Manager

REPORTING TO:

Asia Pacific Operations Manager

DEPARTMENT:

Client Services

LOCATION:

Tokyo

DATE:

April 2012

BRIEF DESCRIPTION:

We are seeking an experienced IT service professional with strong project management and technical relationship skills to join our team in providing a world class support service to Patsystems customers globally. Patsystems has an excellent reputation across our customer base, which includes many of the world’s biggest financial institutions.
The Technical Relationship Manager (TRM) is an external customer-facing role that is responsible for the management of technical service delivery throughout the whole customer lifecycle from installation through to ongoing upgrades and expansion. Our TRM’s play the leading role in managing major incidents through to resolution.
Our customer base includes many global organisations and the TRM’s act as a global team, coordinating activities for customer installations across multiple locations.
The Technical Relationship Manager role is an important facet in the provision of proactive client support and involves a blend of technical and consulting skills. Our ethos is to be the most reliable and easy to work with ISV in the Trading Systems market.
The position is Tokyo based with most customers in Japan and some in Europe, Asia Pacific and London. Liaison with TRM’s in other locations is essential.

MAIN ACTIVITIES:

The team is comprised of a number of TRM’s each with their own allocated customers and specific team duties but with a responsibility to ensure that all customers are serviced correctly. The main responsibilities of the role include:

To provide a single point of contact with Patsystems for Clients on a continuing basis in respect of technical and operational matters
To co-ordinate the installation and upgrade of service components to meet the requirements of the client in accordance with agreed procedures
To provide technical advice to the client in all aspects of service deployment and delivery including changes resulting from external factors like Exchanges
To conduct periodic proactive Service Management reviews with clients in conjunction as required with Operations and Account Management personnel
To understand the technical infrastructure of the client, get to know their operation and personnel, be proactive in project and cycle management as well as creating a sense of urgency and ensuring Patsystems technical resources are aligned with the needs of the client.
To understand the development roadmap for new service functions and systems and how each will impact the client installation
To ensure that there is appropriate and regular communication with the client. Conduct frequent service reviews to monitor for problem trends and identify needs
To champion the client’s issues and concerns within Patsystems
To co-ordinate closely with the client’s Account Manager to support commercial objectives
To provide incident management for high severity problems
To undertake technical diagnostics, patching and software upgrades where relevant Identify process and procedural improvements for GSD relating to upgrades / operational practice.

Pre Sales Activities

To provide the Sales and Account Management team with technical support during the sales cycle. This may require technical service presentations, the drafting of technical quotations and advice on configuration management, availability management, and installation.

General Activities

To provide project management expertise
To provide peer review duties for documentation
To provide guidance / training to other Patsystems staff as necessary
To undertake Exchange Liaison or Technical Specialist duties as assigned
To work in conjunction with all sections of Customer Operations to ensure that Quality of Service deliverables are achieved
To provide support as required to Sales, Development, Account Management and Finance to discharge their duties
Contribution to the design and development of new Operations practices and procedures to achieve the overall objectives of Customer Operations

SKILLS/ EXPERIENCE REQUIRED:

Organising software projects including installations and upgrades
Excellent English and Japanese communications skills, both verbal and written
Good basic IT understanding
Experience of IT service desks
Basic understanding of network environments
Understanding of trading systems, exchanges and derivatives market would be an advantage

COMPETENCIES:

Excellent verbal and written communication skills
Excellent listening skills
Comfortable working in a multi-cultural environment across multiple countries and time zones.
Good team worker
Able to organize own work and demonstrate good judgement in prioritising.
Able to handle conflict with dissatisfied customers
Able to tackle requests and problems in a logical and organised way
Capable of building and maintaining customers’ confidence
Good attention to detail and focused on getting things right first time
Committed to resolving problems for customer, even at personal inconvenience.

LOCATION:

Tokyo, however from time to time the jobholder may be required to visit other Patsystems offices and customer sites for short periods.

The details contained in this job description may change from time-to-time in line with company requirements.