Customer Engineering

Relationship Managers manage customer relationships from initial engagement through project definition, implementation, deployment, production, and maintenance. This position includes both the operational aspects of client service as well as relationship management. The successful candidate must have high energy and excellent client-facing skills. Must be intelligent, personable, and creative, someone worthy of client's trust, someone who has great attention to detail and commitment to client satisfaction and success. Must be interested in contributing at both the tactical and strategic levels!

• Manage client programs from contract through development, deployment, and production
• Take the lead role in developing the overall strategic direction for the client and campaign
• Cultivate client relationships to win follow-on programs
• Partner with clients to develop new opportunities for Vestmark
• Manage day-to-day interactions on multiple client relationships to increase gross profits, improve client satisfaction, and set delivery teams up for success
• Act as liaison across different business functions
• Interact with clients to define business requirements, operational procedures, and associated product requirements
• Interact with internal organizations to define and prioritize product roadmaps and plans
• Keep up-to-date on latest investment management practice, technology, and business trends

• BS degree in Business Administration / Marketing or equivalent, MBA preferred
• A solid 6-8 years of strategic account management experience, ideally with at least 1-2 years at the Account Supervisor level
• Ability to resolve complex issues and problems at both a commercial and operational level
• Ability to effectively deal with various levels of customer organizations, especially at the CXO level
• Outstanding organizational, project management, communication, and presentation skills
• Ability to operate effectively in a highly entrepreneurial start-up environment
• Able to cultivate trust and credibility with peers and maintain strong working relationships with all levels and functions of the company
• A good grasp of latest software technologies
• An understanding of the investment management industry, especially in wealth management and separately managed accounts

Account Managers manage customer relationships from initial engagement through project definition, implementation, deployment, production, and maintenance. This position includes both the operational aspects of client service as well as relationship management. The successful candidate must have high energy and excellent client-facing skills. Must be intelligent, personable, and creative, someone worthy of client's trust, someone who has great attention to detail and commitment to client satisfaction and success. Must be interested in contributing at both the tactical and strategic levels!

• Manage client programs from contract through development, deployment, and production
• Manage day-to-day interactions on multiple client relationships to improve client satisfaction
• Act as liaison across different business functions
• Interact with clients to define business requirements, operational procedures, and associated product requirements
• Interact with internal organizations to define and prioritize product roadmaps and plans
• Keep up-to-date on latest investment management practice, technology, and business trends

• Bachelors degree
• 2-3 years of account management experience
• Ability to resolve complex issues and problems at both a commercial and operational level
• Ability to effectively deal with various levels of customer organizations
• Outstanding organizational, project management, communication, and presentation skills
• Ability to operate effectively in a highly entrepreneurial start-up environment
• Able to cultivate trust and credibility with peers and maintain strong working relationships with all levels and functions of the company
• A good grasp of the software development life cycle
• An understanding of the investment management industry

As a Project Manager on our implementation services team, you will be responsible for all aspects of project and risk management for new client implementations, as well as project management for existing client production and maintenance initiatives. This hands-on position requires client contact and significant coordination with internal operations and technology teams to implement and service new and existing clients. The Project Manager will work with internal teams and clients to develop and manage to an implementation plan, including initial onboarding, conversions, and ongoing maintenance. The successful candidate must be a multi-task leader, be intelligent, have high energy, and possess excellent interpersonal skills, impeccable attention to detail, and a commitment to client satisfaction and success. The candidate must be comfortable asking questions in as many different ways as needed to get to the answer and must be comfortable in a fast paced environment with challenging deadlines, multiple priorities and limited resources. Must be interested in contributing at both the tactical and strategic levels.

• Effectively manage multiple projects and resources with minimal manager oversight
• Drive project timelines, enforce scope, and identify and resolve issues as they arise
• Manage implementation and development deliverables
• Ensure directed resources are effectively utilized, work according to project assumptions and forecasts, and deliver efficient, high quality work
• Aggressive task and deadline tracking
• Develop creative solutions to complex problems on aggressive but realistic timelines.
• Establish and cultivate trust and confidence with project team and client personnel at all levels
• Develop sufficient product(s) understanding to be able to ask the right questions
• Responsible for managing issues lists and communicating status to all levels of senior management on a regular basis
• Develop clear internal communication and project team focus
• Develop and ensure adherence to templates and standards, including weekly status reports and meeting agendas, daily standup meeting protocols and agendas (where appropriate), and project plans (implementation, upgrade, etc.)
• Synthesize project meeting discussions and deliver status reports with reasonable detail to satisfy a diverse audience.

• BS degree in Computer Science or equivalent, MSCS is a plus.
• 4 – 6 years experience in professional services or technical consulting with enterprise software solutions, specifically enterprise software project management
• Domain knowledge on investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations) is preferred.
• Outstanding organizational, project management, communication, and presentation skills
• Ability to operate effectively in a highly entrepreneurial start-up environment
• Able to cultivate trust and credibility with peers and maintain strong working relationships with all levels and functions of the company
• Solid grasp of latest software technologies
• Understanding of the investment management industry, especially in wealth management and separately managed accounts
• Must be process-oriented to lead implementation efforts across a portfolio of clients under complex implementation scenarios.
• Ability to resolve complex issues and problems at both a commercial and operational level
• Extremely professional in documentation and presentation
• Ability to negotiate effectively; collaborative interpersonal skills and ability to work within cross-functional teams.
• Solid knowledge of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture.
• Proven ability to balance and manage multiple, competing priorities.
• Self-starter who relies on experience and judgment to plan and accomplish goals in complex fast-paced environment to ensure quality of all data integration points.
• Willingness to travel (10%) and work extended hours on an as-needed basis

As a Technical Customer Engineer on our implementation services team, you will be responsible for all aspects of execution and delivery for new client implementations onto our Managed Accounts solutions platform. This hands-on position requires significant client contact and coordination with internal operations and technology teams to implement and service new clients. The Technical Customer Engineer will work with clients to develop and manage to an implementation plan, including platform configuration, custom integrations, data conversions, and testing.

• Technical and functional analysis of customer implementation and integration requirements.
• Documentation of implementation requirements and expected effort.
• Configuration and setup of the managed accounts platform.
• Configuration of data loaders and development and configuration of workflow processes and customizations to the platform.
• Proactive identification of internal and external dependencies, highlighting issues, scope changes, and progress against project plan.
• Management of client expectations – excellent communication skills are essential.
• Communication of project status/issues to clients and internal management.
• Partner with various internal departments to deliver superior customer service.
• Provide technical support to assist clients during and post implementation.
• Development and deployment of custom reports.

• BS degree in Computer Science or equivalent, MSCS is a plus.
• Experience in professional services or technical consulting with enterprise software solutions, specifically enterprise software installation, configuration, customization, and testing.
• Solid knowledge of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture.
• Desired technical skills - MS Windows, SQL, XML, IIS, JBOSS, and Tomcat.
• Proven ability to balance and manage multiple, competing priorities.
• Collaborative interpersonal skills and ability to work within cross-functional teams.
• Self-starter who relies on experience and judgment to plan and accomplish goals in complex fast-paced environment to ensure quality of all data integration points.
• Excellent customer service skills.
• Creative problem-solving and analysis skills.
• Ability to handle problem situations quickly, inventively, and resourcefully.
• Project management skills including:
  • Ability to prioritize and manage tasks
  • Ability to plan, commit, and deliver to schedules
  • Ability to identify, escalate, and manage project issues
• Willingness to work extended hours on an as-needed basis
• Domain knowledge on investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations) is preferred.
• Some of the adjectives we value for this position: intelligent, proactive, engaging, dynamic, resourceful, personable, technical, flexible, independent.

As a Customer Engineer on our production support team, you will be responsible for all aspects of production and technical support for clients using our Managed Accounts solutions platform. This hands-on position requires significant client contact and coordination with internal operations and technology teams to service new and existing clients. The Customer Engineer will work with clients analyze, research, and resolve customer support cases.

• Provide technical support to assist clients during and post implementation.
• Contribute to and progress the analysis, research, and resolution of customer support cases (both those called in via the Vestmark Phone Support line and those logged via the Vestmark Support Portal
• Answer inbound support calls and triage support inquiries; escalate to support team leader or manager if case is outside area of understanding
• Proactively log activities associated with assigned cases, ensuring all activity is accurately described and described with a reasonable amount of detail
• Contribute to service under guidance of support team leader and/or manager.
• Management of client expectations – excellent communication skills are essential.
• Partner with various internal departments to deliver superior customer service
• Contribute to research and delivery of daily production control reports (Reference Data, Account Review, Performance and Composite Review, and Reconciliation Review)
• Contribute to quality assurance efforts by smoke testing bit drops and platform upgrades in customer UAT, production support, and/or production environments.
• Contribute to internal quality assurance efforts by testing new VMAP releases, working through formal unit and/or integration test plans and participating in multi-user testing.
• Proactive documentation review and business/use case input back to Tech Pubs.

• BA or BS degree (BS degree in Computer Science or equivalent is a plus).
• Knowledge, understanding and/or interest of enterprise software implementation lifecycle and aptitude for comprehending enterprise software architecture.
• Desired technical skills - MS Windows, SQL, XML.
• Ability to balance and manage multiple, competing priorities.
• Collaborative interpersonal skills and ability to work within cross-functional teams.
• Self-starter who can display good judgment to plan and accomplish goals in complex fast-paced environment
• Excellent customer service mentality and skills.
• Creative problem-solving and analysis skills.
• Ability to handle problem situations quickly, inventively, and resourcefully.
• Project management skills including:
  • Ability to prioritize and manage tasks
  • Ability to identify, escalate, and manage project issues
• Willingness to work extended hours on an as-needed basis
• Some knowledge or understanding investment systems (e.g. Portfolio Management, Trading, Middle/Back Office Operations) is a plus.
• The most successful people in this position possess the following traits: intelligent, proactive, engaging, dynamic, resourceful, personable, technical, flexible, independent.

This role is an entry point for highly motivated and qualified college graduates and post-graduates and is a fast track position for a senior role in the organization. Managed Services Engineers will learn the Vestmark application and environment and rapidly assume responsibility for daily system administration, network management, storage management and database management activities. Managed Services Engineers are expected to ultimately assume Architect roles in the organization. The ideal candidate will possess the following skills and experience:

• Demonstrated capacity to grasp technological concepts rapidly
• Post-graduate experience in network, database, cluster or other relevant technologies
• Demonstrated ability to manage complex, multi-phase projects while being an individual contributor to the projects. For example, post-graduate thesis work.
• Supporting and troubleshooting Microsoft Windows Servers
• Performing quality engineering tasks resulting in maximum up-time for customers

• BS in Computer Science, Computer Engineering or Electrical Engineering
• Preferred MS in Electrical, Network or Computer Engineering
• Highly motivated and self-sufficient
• Excellent problem solving skills
• Software development experience
• Experience with SW languages: C, C++, Java, SQL, Perl
• Platforms: Windows, UNIX, Linux
• Fluency in Microsoft Office Products: Word, Excel, Outlook, PowerPoint