Client Services
Current- Oversee the installation and configuration of the ION solution by providing on-site and off-site assistance. - Guide ION team and the client team throughout implementation for complete upgrade/migration/roll out preparedness of the client's system. Monitor progress of the on-going project activities and ensure that tasks are executed on time. - Meet with clients on daily basis ensuring installations and configurations are progressed as per project plan. - Drive user acceptance testing and validations during the deployment project. Develop test cases and workflows. - Conduct the training sessions for traders and IT support ensuring the ION solution is used effectively. Provide user specific and technical documentation. - Provide guidance on go-live procedures and lead the efforts to provide go-live and post go-live. - Manage the technical relationship with clients and drive resolution of clients' complex technical issues during and post implementation. - Aid project management team by developing schedules, tracking milestones (with clients and internally), providing reports and time estimates. Manage bigger scope and determine the bottom line for on-going projects. - Evaluate existing deployment procedures, change requests and recommend improvements. Provide feedback to various development teams on product enhancements based on customer experience. - Utilize the knowledge and understanding of the clients’ environment to recommend implementation of suitable features. - Investigate client's business processes and goals and recommend changes to the solution accordingly. - Handle conflict resolution through managing client's expectations and negotiating with the involved parties to agree on reasonable solutions for the change requests made during the deployment.