Post Production Support Specialist - Client Enablement

About the role

The Post Production Support Specialist (PPSS) supports customers after go-live of the Charles River Investment Management Solution (CRIMS) implementation. The specialist defines new client requirements, configures and tunes the application, trains users, tests workflows, resolves issues and liaises with Charles River Technical Support and Product resources. The team joins Charles River Development (CRD), which became part of State Street in 2018 and builds investment management software for large institutions.

Key responsibilities

• Analyse and evaluate requirements, giving product expertise and guidance through the post-go-live journey
• Educate customers on CRIMS methods and functionality and advise on best practices
• Evaluate customer requirements for enhancements, document and communicate product improvements
• Maintain a client issues list and status reporting
• Train users on existing workflows and gather requirements for new asset classes, security types or business lines
• Work with the Professional Services team to assign dedicated resources to deliverables
• Communicate defects to Client Support and Product Management, validate fixes and suggest documentation improvements

Required profile

• 5-10 years of hands-on experience in the financial industry, preferably with a consultancy or software vendor
• Experience implementing or supporting Front, Middle or Back Office investment management systems is highly valued
• Strong industry knowledge across multiple asset classes and understanding of investment management or wealth management workflows, derivatives and FX
• Customer service record, ability to influence key decision makers and to manage multiple projects in parallel
• Four-year degree in a business or technical field; CFA or similar certification is a strong plus
• Willingness to travel as required by the customer

Required skills

• Understanding of multi-tier technical architectures and relational databases
• Familiarity with SQL, FIX and reporting tools
• Hands-on experience with investment management software, preferably an order management and compliance system

Salary range: base 110-130k AUD per year.