Technical & Care consultant

3 weken geleden

Leiden, Nederland Swift Voltijd

About the Role

Technical & Care consultant drives customer value from product and supports SWIFT customers as they transition from sales prospects to active users of our products and solutions. The role will aid clients in taking full advantage of products, influences product upgrades, manages and sustains relationships with customers to promote retention and loyalty. He/she identifies and solves issues before they happen and proactively looks out for their customers’ business, suggesting new and innovative ways to keep them succeeding with our products and solutions. The role will require working hand in hand with other Services teams, Operations, and Customer Support as well as external partners. The role allows high growth possibilities to evolve into other positions within SWIFT.

What to expect

Coordinate for Care Services delivery as detailed in theAdvanced Support and Care Services Catalogue

Deliver technical assistance aligned with Care deliverables.

Assist clients with product upgrades, patches, and new releases.

Document and resolve technical problems, escalating to higher support tiers when necessary.

Technical installation and assistance.

Change implementation

Transfer of knowledge 

Operational support during special events/time periods.

Product Implementation

Organize product / new features demonstrations for customers, onboard and train (new) users

Lead the implementation of Swift products, ensuring seamless integration with the client’s existing systems.

Configure and customize Swift solutions to meet specific client requirements.

Aid in product design and product development

Client engagement

Collaborate with clients to understand their technical requirements and business needs.

Provide expert advice and technical solutions tailored to the client's specifications.

Conduct regular meetings and updates with clients to ensure project alignment and satisfaction.

Develop and maintain a high-level view of the customer lifecycle to expand customer accounts, increase customer retention, solve customer issues, drive customer satisfaction

Training and Documentation:

Develop and deliver training sessions to clients on the use and maintenance of Swift products.

Create comprehensive documentation, including user manuals, technical guides, and FAQs.

Ensure all technical documentation is up-to-date and accessible to clients and team members.

Collaboration and Communication:

Work closely with cross-functional teams, including sales, marketing, and product development, to ensure client needs are met.

Communicate effectively with stakeholders to provide updates on project progress, risks, and issues.

Contribute to team knowledge sharing and continuous improvement initiatives.

Innovation and Improvement:

Stay current with industry trends and advancements in Swift products and technologies.

Recommend improvements and optimizations to enhance product performance and client satisfaction.

Participate to improve SWIFT products, bringing back customer feedback about product and processes.

Compliance and Security:

Ensure all solutions comply with industry standards, regulations, and best practices.

Implement security measures to protect client data and ensure product integrity.

Follow SWIFT principles to identify and mitigate potential risks.

What will make you successful

University degree in Computer Science or IT related fields, or equivalent experience

2 - 5 years’ experience within the area of technical account management, technical support or pre-sales

Strong knowledge of SWIFT products, services and solutions.

Technical skillsets on operating systems(AIX, Linux or Windows Server), servers, and networking

Good troubleshooting skills on IT product issues and OS issues

Strong multitasking skills, excellent communication and interpersonal skills

Customer Centric to develop client relationship and account management

Fluent in English. Proficiency in other language(s) for the region is an advantage.

Willing to travel (about 20% of time)

A team player, enjoying work in a multicultural environment

Extra assets if you acquire, or training will be provided

SWIFTNet Certification or any other SWIFT Product certification is an asset

Knowledge of database and security technologies is an asset

Any industry recognized IT Security Certification is an asset

Knowledge of JIRA and Confluence is an asset

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion , sexual orientation, or veteran/military status.

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