Job Description

Head of Client Delivery London, UK
The Client Delivery team brings together implementation and engineering expertise, working directly with our prospects and clients to help them to understand our products and maximise value from them. Our project managers, business analysts and engineers run on-going client engagements, managing implementations and delivering solutions to our wide range of institutional clients, as well supporting our Sales and Solutions Architecture team with prospect engagement where required. This role will oversee the Client Implementation and Account Management and Client Engineering divisions globally. The team currently has members based in the UK, USA, Singapore and Australia.
The Client Delivery team represents the \xe2\x80\x98Client Voice\xe2\x80\x99 within FINBOURNE, acting as a single point of escalation for each client. The team are involved across the full client lifecycle and are prominent in both implementation and ongoing relationship management. The team are responsible for effective governance of all client facing contracts.
Internally, the team work closely with Engineering, Horizon (responsible for partnerships) and Finance teams, as well as with Sales and Solutions Architecture, ensuring that resources are directed correctly and the status of each client is fully understood.
Key duties and responsibilities:

• 
  Line Management of the Client Implementation and Account Management and Client Engineering teams, which form the Client Delivery team

• Ensuring effective delivery to clients through cross functional partnering with Core Engineering

• Driving the global expansion of the team

• Representing and sponsoring clients\xe2\x80\x99 needs in the delivery prioritisation governance forum

• Managing client relationships during implementation and beyond

• Dealing with all client escalations to ensure seamless delivery

• Monitor ongoing client queries with regards to contracts

• Identifying opportunities to upsell

• Proactive approach to resource management and effective pipeline planning.

• Responsibility for continuous improvement within the team and driving efficiency as the business continues to scale.

• Act as point of contact to Consultancy Channel Partnership lead at FINBOURNE. Input to commercial contracts

• Representing Client Delivery to prospects as part of customer onboarding journey.

Experience and skills required:

• 
  Previous experience in leading client delivery in a high growth SAAS organisation.

• Experience in managing diverse teams across multiple geographies.

• Experience of technology delivery into enterprise level financial institutions.

• Detailed knowledge of the financial sector and capital markets landscape.

• Ability to build high performing teams and galvanise people around a clear vision for the division.

• Ability to influence and manage a range of senior stakeholders both internally and externally

• Relevant experience acting as an escalation point for service failures

• Excellent commercial understanding and negotiation skills to support effective upsell campaigns

• Strong analytical and reporting capabilities to support the development of data-driven interventions

• Strong attention to detail and effective time management across multiple workstreams

• Ability to challenge and collaborate across diverse teams to deliver on core organisational goals.

About FINBOURNE
We are a young, dynamic financial technology company aiming to re-engineer the world of investing to make it clearer, faster and more cost effective for everyone.
We are looking for our future architects, engineers and ultimately leaders to join us on this journey.
At FINBOURNE, we offer a hugely supportive environment to build a career, with continuous learning and development opportunities. We have a collaborative culture of testing and exploring problems together to find the best evidence-based solutions. We respect your independent thought, your intellectual curiosity and your opinion.
Our solution is open, API first and developer friendly \xe2\x80\x93 a true first for the asset management industry. You can see what our team is busy building \xe2\x80\x93 we\xe2\x80\x99ve published our Software Development Kits in five languages on Github: (C#, Java, Javascript, Python, Angular).