Client Services Manager- Middle East & Africa
FactSet
Total years of experience :13 years, 6 Months
• Manage client relationships of new and existing clients to maintain book of business of USD 12 million.
• Conduct client service reviews to evaluate current strategies and present unique solutions in order to meet client needs resulting in an annual ASV growth of 8%.
• Manage client service delivery team, holding individuals accountable for project deliverables and escalating issues as they arise.
• Identify new opportunities including creating a highly customized model portfolio solution for 30 users bringing in USD 200, 000 and solidifying the relationship with the client.
• Delivered large scale projects and implementations utilizing PMP techniques along with combined knowledge of FactSet software applications, Finance and IT.
• Evaluated and analyzed client workflows to create unique and custom solutions to improve the client’s investment process through FactSet.
• Supported users by providing training, ensuring users fully utilize our products and services.
• Pro-actively managed client relationships with end users and key decision makers to ensure healthy accounts and alerted senior management when issues arose.
• Presented to client groups of up to 30 people including executive level users for various projects and training sessions.
•Developed and updated monthly budget reports consisting of Infrastructure budgets, expenditure and
resource histograms, milestone reports, expenditure forecasts, and change control.
•Reconciled and aligned budgets between TDIC’s consultants, contractors and TDIC’s finance
department for approx 130 projects.
•Maintained the change control process to record and track budgetary changes as the projects’ scope
developed.
•Forecasted monthly expenditure for individual projects through June 2011 to monitor remaining
expenditure.
•Created and issued flowcharts via Visio demonstrating various approval processes.