Technical Services Manager

Technical
Written By Simon Rogers

Job Title:
Technical Services Manager

Location:
Western, Central Europe

Reports to:
Director of Customer Success

Job Type:
Full-time

Salary:
Competitive salary based on experience

 

Company Overview

Prospero AG is a leading software company specialising in developing and marketing business solutions for the financial services industry. Our award-winning, cutting-edge analytics platform empowers financial institutions to leverage data for strategic decision-making, operational efficiency, and enhanced customer experiences.

 

Job Summary

The Technical Service Manager (TSM) will oversee the technical service and support functions, ensuring the effective implementation, maintenance, and enhancement of our software solutions. This role involves leading a team of technical support specialists, working closely with clients to understand their needs, and ensuring high levels of customer satisfaction and operational efficiency.

 

Key Responsibilities

1. Team Leadership and Management of a new customer-centric professional services team.

  • Lead, mentor, and manage a Centre of Excellence team of technical product consultants.

  • Conduct regular performance reviews, plan and facilitate professional development opportunities and monitoring ongoing development objectives supporting the team with achieving key milestones.

  • Develop and implement strategies to improve team performance and service quality.

 

2. Client Relationship Management.

  • Perform as the Principal Consultant, acting as the primary technical contact for key clients and partners, ensuring their needs are met and issues are resolved promptly.

  • Foster strong relationships with clients through regular communication

  • Assessment of client requirements and provide suitable, tailored solutions and recommendations.

  • Produce and support services proposals based on accurate estimates.

 

3. Technical Product Leadership.

  • Monitor the technical support process, ensuring timely and effective resolution of client issues.

  • Implement and maintain robust incident management and escalation procedures.

  • Analysis of technical architecture, solution design and implementation activities on all strategic customer engagement.

 

4. Product Implementation and Integration.

  • Oversee consulting engagements and best practice project implementation methodology.

  • Manage the technical aspects of product implementation, including installation, configuration, and integration with client systems.

  • Collaborate with the product development team to ensure successful deployments and upgrades.

  • Provide technical guidance and support during the implementation phase.

 

5.     Continuous Improvement.

  • Identify opportunities to improve product implementation, support and development processes and client experiences.

  • Stay updated with industry innovations and advancements in financial analytics and software solutions.

  • Implement processes for project, team and individual reviews for quality control and identification for improvement opportunities.

 

6. Documentation and Training.

  • Develop and maintain comprehensive product implementations documentation.

  • Identify and initiate recruitment initiatives for technical consulting resources and support resources.

  • Conduct training sessions for clients and internal teams on product functionality and roadmap items, as well as implementation best practices.

  • Ensure all technical consulting staff are trained to a Centre of Excellence level on the latest product updates and support techniques.

 

Experience

  • Minimum of 5 years of experience in a systems analyst or technical consulting, preferably in the financial services or software industry.

  • Proven experience in managing and leading technical teams.

  • Strong background in implementing and integrating financial software solutions

  • Experience working with data, programming and scripting languages, relational databases and query languages.

  • Participation in requirements engineering, functional and technical specifications and implementation based on business requirements.

 

Required Skills

  • Excellent leadership and team management skills.

  • Strong problem-solving and analytical abilities.

  • Outstanding communication and interpersonal skills.

  • High level proficiency in relevant technical tools and platforms (e.g., SQL, APIs, cloud services), great understanding of OO programming languages, stored procedures, JavaScript/python, and related new technology innovations.

  • Knowledge of Agile, SCRUM to manage multiple projects and priorities in a fast-paced environment.

 

Work Environment

  • Small fast-growing environment, collaborative and dynamic work environment.

  • Opportunities for professional growth and development.

  • Engaging with leading financial institutions and contributing to innovative solutions.

 

How to Apply

Interested candidates should submit their resume and cover letter outlining their relevant experience and qualifications to info@prospero.systems. Please include "Technical Services Manager Application" in the subject line.

 

Important Notes

Prospero AG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This job profile is intended to provide a high-level overview of the role and its responsibilities. Duties and requirements may be subject to change based on the needs of the company and its clients.

Simon Rogers