Subject Matter Expert - Client Servicing - PMS

Overview

The PMS Sr. Subject Matter Expert plays a crucial role in enhancing the efficiency and scalability of the Enfusion PMS Support model. This role requires close collaboration with the PMS Product/Technology and Content teams to meet essential objectives. These include minimizing client-reported tickets, enhancing resolution rates for Level 1 generalists and Level 2 PMS Specialists, and improving the overall quality of service. Additionally, focus is placed on boosting client satisfaction while ensuring scalability and efficiency.

Key Responsibilities

1. Efficiency and Scalability Enhancement

• Collaborate with the PMS Product/Technology and Content teams to streamline the Enfusion PMS Support model.
• Documentation Development: Create comprehensive internal and external documentation on Financial Instruments, Concepts, Workflows, and Valuation Methodologies & Calculation Logic tailored for Enfusion Clients on the Enfusion PMS Functionality.
• Runbook Creation: Continue the initiative to develop curated L1 Runbooks for PMS Functional Areas, aiming to convert this documentation into External Violet content for client self-service.
• Centralization of Resources: Advance the centralization of Runbooks and Resources for L2 PMS Specialists to systematically resolve complex issues. This includes providing step-by-step runbooks for Fincad Calculations and tools like Rebalancing Workflows in the Portfolio Workbench.

2. Client Engagement and Relationship Building

• Actively participate in the building an exceptional client experience by engaging with clients on high value PMS initiatives, both tactical and strategic, outside the standard ticket-based workflow.
• Escalation Management: Anticipate escalations by assisting L2 PMS Specialists in delivering optimal solutions to client issues. Document ad-hoc workflows for future reference and potential PMS Product Improvements.
• Strategic Discussions: Engage with high-value Enfusion clients to optimize their use of the Enfusion PMS, strengthening their relationship with Enfusion PMS Support and acting as trusted consultants.
• Key Initiative Collaboration: Work with clients on key initiatives such as new fund launches and corresponding workflows, providing advice on leveraging existing functionality and coordinating with Product and Technology teams on new feature developments.

3. Liaison Between Client Success Teams

• Serve as the dedicated liaison among Client Success Teams, including Onboarding, Account Management, PMS Product Support, and PMS Technology.
• Process Formalization: Establish formal processes to address outstanding issues and pain points for Client Success and PMS Technology regarding SOW Workflow for enhancement requests.
• Bug Intake Process: Create formal processes for prioritization and visibility into the Bug Intake/Prioritization process in collaboration with relevant teams.
• Collaboration Enhancement: Build on current engagement processes between L2 PMS Specialists and PMS Technology.

4. Vision Development for PMS Support

• Develop and implement a vision for defining the scope of Enfusion PMS Support across various PMS Teams (PMS Specialists, PMS Reporting, PMS Static Data, Data Migration, etc.).
• Self-Service Support Policy: Identify functional areas and queries that can be self-serviced, encouraging clients to utilize self-service options.
• Scope Definition: Clearly delineate “Support Queries/Requests” from Paid Professional Services to ensure alignment.

Qualifications

• 7+ years of experience in product operations, support, or a related field, with a strong emphasis on Enfusion PMS product knowledge.
• Bachelors degree in Finance or related field
• Strong understanding of financial instruments and valuation methodologies, particularly as they relate to clients.
• Excellent communication and interpersonal skills, with a focus on client engagement and understanding the unique needs of clients.
• Ability to work collaboratively across teams and manage multiple initiatives simultaneously, leveraging PMS expertise.
• Experience in developing documentation and training materials that enhance the understanding of PMS functionalities for clients.