• Coordinate for Care Services delivery as detailed in the Advanced Support and Care Services Catalogue 

• Deliver technical assistance aligned with Care deliverables. 

  • Assist clients with product upgrades, patches, and new releases. 

  • Document and resolve technical problems, escalating to higher support tiers when necessary. 

  • Technical installation and assistance. 

  • Change implementation 

  • Transfer of knowledge  

  • Operational support during special events/time periods. 

• Product Implementation 

  • Organize product / new features demonstrations for customers, onboard and train (new) users 

  • Lead the implementation of Swift products, ensuring seamless integration with the client’s existing systems. 

  • Configure and customize Swift solutions to meet specific client requirements. 

  • Aid in product design and product development 

• Client engagement 

  • Collaborate with clients to understand their technical requirements and business needs. 

  • Provide expert advice and technical solutions tailored to the client's specifications. 

  • Conduct regular meetings and updates with clients to ensure project alignment and satisfaction. 

  • Develop and maintain a high-level view of the customer lifecycle to expand customer accounts, increase customer retention, solve customer issues, drive customer satisfaction 

• Training and Documentation: 

  • Develop and deliver training sessions to clients on the use and maintenance of Swift products. 

  • Create comprehensive documentation, including user manuals, technical guides, and FAQs. 

  • Ensure all technical documentation is up-to-date and accessible to clients and team members. 

• Collaboration and Communication: 

  • Work closely with cross-functional teams, including sales, marketing, and product development, to ensure client needs are met. 

  • Communicate effectively with stakeholders to provide updates on project progress, risks, and issues. 

  • Contribute to team knowledge sharing and continuous improvement initiatives. 

• Innovation and Improvement: 

  • Stay current with industry trends and advancements in Swift products and technologies. 

  • Recommend improvements and optimizations to enhance product performance and client satisfaction. 

  • Participate to improve SWIFT products, bringing back customer feedback about product and processes. 

• Compliance and Security: 

  • Ensure all solutions comply with industry standards, regulations, and best practices. 

  • Implement security measures to protect client data and ensure product integrity. 

  • Follow SWIFT principles to identify and mitigate potential risks. 

   

What will make you successful 

• University degree in Computer Science or IT related fields, or equivalent experience 

• 2 - 5 years’ experience within the area of technical account management, technical support or pre-sales 

• Strong knowledge of SWIFT products, services and solutions. 

• Technical skillsets on operating systems(AIX, Linux or Windows Server), servers, and networking 

• Good troubleshooting skills on IT product issues and OS issues 

• Strong multitasking skills, excellent communication and interpersonal skills 

• Customer Centric to develop client relationship and account management 

• Fluent in English. Proficiency in other language(s) for the region is an advantage. 

• Willing to travel (about 20% of time) 

• A team player, enjoying work in a multicultural environment 

Extra assets if you acquire, or training will be provided 

• SWIFTNet Certification or any other SWIFT Product certification is an asset 

• Knowledge of database and security technologies is an asset 

• Any industry recognized IT Security Certification is an asset 

• Knowledge of JIRA and Confluence is an asset