Care & Success Management Specialist (Spanish Speaking) @ SWIFT Financial Messaging Services - New York, NY

Job Overview

7 days ago

Care & Success Management Specialist (Spanish Speaking)

SWIFT Financial Messaging Services - New York, NY

About the Role
Increasing number of SWIFT customers benefit from Care Services for their Alliance Lite2, Alliance Access and Alliance Messaging Hub (AMH) infrastructures. Our customer value the service for core connectivity applications assistance (pre-planned activities on update and change management, prevention, geographical and cultural proximity).

In light of SWIFT Strategy for instant and frictionless payments and the new consumption models in perspective of our overlay services, we are evolving Care Services to proactively help customers maintain their continued expertise and success in the usage of the full portfolio of SWIFT products and services, maximizing return on SWIFT investment and enhancing customer’s experience with SWIFT.
Are you someone who is excited to work closely with customers and drive customer success?
As a part of the Global Team you would be a primary point of contact for the customers to ensure success on their journey with SWIFT both in a proactive and reactive manner.
We are looking at individuals with a customer centric mindset who would be a part of the customer’s SWIFT adoption journey and understand the challenges on the way and help mitigate the same with regular touchpoints and coordination between different teams in SWIFT and the customer.
  • Trusted Customer’s Advisor – single contact point for operational topics and technical success, expertise building
  • Contractual Deliverables (Jira Board) – ensure deliveries for assigned customers (update management, operational checks, use of days etc.) in light of operational roadmap of SWIFT / customer initiatives
  • Action on Data (Tech Success Index part of Jira Board) – monitor and take timely & adequate proactive actions to drive product adoption & expertise (in alignment with AM, PS & Product)
  • Action on ROI-focused – understand underlying decision of SWIFT investments by customers / outcome expected & position timely hands-on courses, new product features & walkthroughs, communications
  • Part of Global Delivery Resources Pool for operational checks (Health Checks & Light Checks) & operational/best practices courses
  • Customer Champion – enjoys social interactions & builds trustworthy relationship with customers through proactive engagement (based on Jira tasks & tech success index)
  • Team player – works closely & in sync with Account/Relationship Manager, Support, PS & Product teams
  • Continuous learner – keen to learn new technical and business subjects, new initiatives, engagement techniques, etc.
  • Visibility & Accountability - gain recognition as subject matter expert at regional & global levels
What will make you successful:
  • Experience within the area of technical support and/or operations and/or customer technical account management
  • Fluent in English and Spanish (good to know: Portuguese)
  • Excellent communication, coordination and planning skills
  • Enjoying customer interactions and putting customer at the center of attention
  • Attention to detail, strong analytical and problem-solving skills
  • A team player, willing to work in a multicultural environment

Extra assets considered as advantages – alternatively respective trainings may be provided:
  • University degree in Computer Science or IT related fields, or equivalent experience
  • Technical skillsets on operating systems, servers, and networking
  • Knowledge of Windows Server, AIX or Linux
  • Knowledge of TCP/IP networking technologies including routers, VPN, firewalls, etc.
  • Knowledge of Perl, Java, XML, Bash, JIRA
  • Knowledge of database and security technologies
  • Knowledge of SWIFT interface/services

What we offer
We put you in control of career
We give you a competitive package
We help you perform at your best
We help you make a difference
We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of
age, background, culture, colour, disability, gender, nationality, race, religion , sexual orientation, or veteran/military status.

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