The OEMS (Electronic Trading) Sr. Subject Matter Expert plays a crucial role in enhancing the efficiency and scalability of the OEMS Support model. This role requires close collaboration with the OEMS Product/Technology and Content teams to meet essential objectives. These include reducing client-reported tickets, enhancing the quality of support and time to resolution of Level 1 generalist and Level 2 specialist support. Additionally, this role requires someone with direct industry experience to apply that experience to client conversations and boost client satisfaction. Create and present training sessions with the client service teams on both technical topics as well as industry concepts to ensure scalability and efficiency.
Key Responsibilities
1. Efficiency and Scalability Enhancement
- Collaborate with the product and development teams across the OEMS verticals on bug fixes and Statement of Work development efforts as needed.
- Work with product and development teams on major releases. Create training and documentation around these releases as well as fill any knowledge gaps relating to the OEMS.
- Identify opportunities for self-service and level 1 support documentation to decrease the number of escalations to specialists and above.
2. Client Engagement and Relationship Building
- Actively participate in building an exceptional client experience by engaging with clients on high value OEMS initiatives, both strategic and tactical, outside the standard ticket-based workflow.
- Travel as needed on site to clients to engage with the teams and actively troubleshoot workflow issues, escalating issues as needed.
- Document client’s ad-hoc workflows for a centralized team knowledge base.
- Engage with high-value clients to optimize their use of the OEMS, strengthening their relationship with CWAN acting as a trusted consultant.
- Work with clients on key initiatives such as new fund launches, new strategies, etc. and their corresponding workflows providing advice on leveraging existing functionality as well as working with the product and technology teams on any gaps to ensure a smooth experience.
3. Liaise Between Client Success Teams
- Serve as a dedicated liaison between Client Success Teams including Onboarding, Account Management, OEMS Product Support and OEMS Product and Technology.
- Establish a working relationship with OEMS Onboarding management and workflows to create a smooth transition from onboarding to steady state product support.
4. Vision Development for OEMS Support
- Develop a future looking roadmap for self-service initiatives and work with the respective product and tech teams as well as content to execute these goals.
- Create scope definition between steady state support requests vs. Paid professional services and onboarding projects to ensure alignment of OEMS team responsibilities.
Qualifications
- 7+ years of hedge fund portfolio management, trading, or related experience using an order and/or execution management system. Enfusion OEMS experience preferred.
- Strong understanding of portfolio management, allocations, trading strategies, order entry workflows, compliance, etc. Understanding of FIX messaging and FIX protocol is a plus.
- Excellent communication, interpersonal and presentation skills, with a focus on client engagement.
- Ability to break down complex technical workflows into relatable and easy to understand instructions.
- Strong written and verbal communication skills. Experience documenting workflows steps.
- Experience with a support ticketing system such as Zendesk.
- Willingness to travel to client offices as needed within the region of coverage.
- Bachelors degree in Finance or related field.