Client Relationship/Program Manager

What You Will Do:

• Serve as principal point of contact for both external and internal customers in regards application queries/issues. 
• Work closely with implementations and directly with internal and external customers to gain a strong understanding of their processing environment and application configuration. 
• Make application configuration changes and enhancements to align to client requirements.  
• Play a key role in reviewing client application and system configurations for accuracy and performance optimization.   
• Perform research and problem diagnostics to determine resolutions to reported problems.  
• Provide database queries and diagnostic scripts to gather information for effective analysis. 
• Validate issues are resolved to customer satisfaction prior to closing inquiries. 
• Provide root-cause analysis for complex issues including action plans to prevent reoccurrence. 
• Efficiently and appropriately escalate issues to Tier 2 support team when warranted.  
• Position normal hours are 9:00 AM – 6:00 PM; however, this position requires flexibility in work hours and may rotate with other staff members to cover extended support hours. 
• Travel on an infrequent basis may be required. 

Required:

• Experience in Technical Application Support or Technical Implementations.
• Ability to make application configuration changes and implement enhancements to meet client-specific requirements.
• Proficient in writing database queries and diagnostic scripts to gather data for effective analysis and troubleshooting.
• Strong problem-solving skills, with the ability to perform root cause analysis for complex issues, and develop action plans to prevent future occurrences.
• Flexibility in working hours is required, with the potential to rotate shifts with other team members to provide extended support coverage.
• Occasional travel may be required, though it will be infrequent.

Desired:

• Server hardware and operating system software knowledge (MS Windows Server, MS SQL, and MS .Net Framework) 
• Ability to clearly communicate complex technical specifications to clients  
• Excellent interpersonal and organizational skills; able to work closely with team members and customers 
• Ability to analyze and solve complex technical problems using sound judgment and experience. 
• Excellent presentation, client management, organizational, verbal, and written communication skills.  
• Strong knowledge of client support procedures with attention to detail and follow-up. 
• Proficiency in financial services industry and system implementations (workflow, AML/Fraud/Risk, regulatory and/or enterprise software solutions).

Education:

• Bachelor’s degree in Computer Science, Information Technology, Finance, Business Administration, or equivalent education in a related discipline. 

GalaxE, now Endava, is a professional IT services firm that specializes in platform-driven solutions and the use of automation to achieve enterprise business transformation and mission-critical change for some of the largest companies in the world. Using our proprietary solution set, GxFource®, we apply machine learning techniques and predictive analytics tools as part of a broad artificial intelligence strategy that provides effective impact and data-driven business transformation. 

Since its founding, GalaxE has been dedicated to advancing the benefits of technology. Recently, we have joined forces with Endava, to offer our employees global exposure and enhanced opportunities. As we continue that legacy and look to the future, a focus on business enablement through agile, cost-efficient, and effective integration of people, process, and technology anchors our success. We revolutionize change in the costs of doing business that transform companies and their ability to leap beyond the competition.

We value people and are committed to diversity and inclusion where our employees are made to feel comfortable and are encouraged to be authentic.

We are always looking for passionate, entrepreneurial-minded innovators and disrupters; game-changers that take ownership of the work they produce and bring it each and every day. Working with like-minded team members you will get a chance to discover, develop, and use cutting-edge technologies to transform the way we deliver creative business solutions.

Sound like you? Join us and find out for yourself what it means for you, and your career, to be part of the GalaxE team. Let’s build something, together.

*Equal Opportunity Employer/Veterans/Disabled

** Pay is based on several factors including market location and may vary depending on actual job-related knowledge, skills, and experience.

Physical Requirements:

• Prolonged periods of remaining stationary at a desk and working on a computer
• Must be able to lift to 15 lbs., as needed
• Must be able to work on-site (corporate/client offices), as needed (not applicable for 100% remote roles)
• Occasionally required to bend, kneel, crouch, and reach overhead.
• Hand-eye coordination necessary to operate computers and various pieces of office equipment. 
• Specific vision abilities required include close vision, the ability to tolerate fluorescent lighting, and the ability to adjust focus.

Employees must be able to perform the physical requirements of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.

For more information, please visit https://info.endava.com/galaxe-has-joined-endava