Implementation & Onboarding Specialist

  • competitive plus benefit
  • London, England, United Kingdom
  • Permanent, Full time
  • Chicago Mercantile Exchange
  • 24 Oct 17 2017-10-24

The Implementation Specialist is responsible for managing new Firm and User non-standard implementations. Primary focus of the role is consulting directly with customers providing recommendations on access and entitlement setup configurations that best meet their business objective while ensuring compliance with security and privacy standards

CME Group: Where Futures Are Made

CME Group is the world’s leading and most diverse derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it – all while working alongside a team of leading experts who inspire you in ways big and small. Joining our company gives you the opportunity to make a difference in global financial markets every day – whether you work on our industry-leading technology and risk management services, our benchmark products or in a corporate services area that helps us serve our customers better. With 2,500 employees located around the world, we’re small enough for you and your contributions to be known. But big enough for your ideas to make an impact. The pace is dynamic, the work is unlike any other firm in the business, and the possibilities are endless. Problem solvers, difference makers, trailblazers. Those are our people. And we’re looking for more.

The Implementation Specialist is responsible for managing new Firm and User non-standard implementation requests. The primary focus of this role is consulting directly with customers providing recommendations on access and entitlement setup configurations that best meet the customer’s business objective while ensuring compliance with security and privacy standards. The Implementation Specialist also facilitates scheduled and ad hoc user training sessions. The individual will liaison with other departments to ensure processes remain congruent across teams and regions. The Implementation Specialist will proactively manage access and entitlement process to identify trends and assist with leading implementation access and entitlement improvement initiatives to improve overall service delivery.



Key Responsibilities:



  • Promote, execute, and manage all new Firms through the CME Group Self-Service Agreement process; facilitate consultative discussions with customers to uncover their business needs; develop and recommend implementation strategies to best meet their goals; identify and establish appropriate customer contacts and build effective relationships that benefit delivery of the implementation goals


  • Maintains up-to-date knowledge of products and services; manage execution of non-standard access and entitlement onboarding requests, adhering to the methods and procedures outlined in the Implementation process; providing a seamless and thorough introduction to CME Group services; develop, plan and execute simultaneous access and entitlement implementation requests to meet multiple deadlines and deliverables; update customer records across multiple systems, while appropriately providing stakeholders with implementation progress updates; collaborate with cross-functional provisioning teams to meet customer access and entitlement implementation needs; coordinating implementation milestones and deliverables


  • Consult with customers on education requirements; developing training strategies that promote CME Group service adoption; drive adoption of customer enablement and self-service tools by conducting demonstrations, facilitating standard scheduled and ad hoc training sessions on administrator and reporting tools    


  • Collaborate with other cross-functional provisioning teams to Identify and pursue opportunities to continually streamline the implementation process; trending non-standard requests to identify opportunities to create new standard implementation profiles; identifies opportunities to continually enhance training strategies and content.  Routinely shares feedback with appropriate cross-functional teams to help further increase customer adoption of self-service tools 


  • In some instances, the Implementation Specialist may be required to travel to customer locations to represent CME Group’s commitment to customer satisfaction


  • Other duties as assigned

Requirements:



  • Proficient in Microsoft Office as well as technical abilities to learn customer relationship management tools and applications.


  • Bachelor’s degree or equivalent work experience preferred.


  • Help desk Institute (HDI) certification a plus


  • Demonstrable practical experience with external customer service in a technology services business.


  • Experience in supporting customers from multiple countries in a 24/7 environment.


  • Proven experience with building and managing relationships with Sales and Account Management staff.


  • Strong  verbal and written communication skills, organization and problem-solving skills with ability to multi-task while still ensuring attention to detail.


  • Extensive experience with managing projects and processes with a demonstrated record of continuous improvement.


  • Excellent communication skills with vertical and horizontal levels of an organization. Demonstrate ability to deal with ambiguity.


  • Understanding of best practices to help with development of risk mitigation policies,security requirements, and for access to support CFTC and SOX requirements.



  • Promote, execute, and manage all new Firms through the CME Group Self-Service Agreement process; facilitate consultative discussions with customers to uncover their business needs; develop and recommend implementation strategies to best meet their goals; identify and establish appropriate customer contacts and build effective relationships that benefit delivery of the implementation goals
  • Maintains up-to-date knowledge of products and services; manage execution of non-standard access and entitlement onboarding requests, adhering to the methods and procedures outlined in the Implementation process; providing a seamless and thorough introduction to CME Group services; develop, plan and execute simultaneous access and entitlement implementation requests to meet multiple deadlines and deliverables; update customer records across multiple systems, while appropriately providing stakeholders with implementation progress updates; collaborate with cross-functional provisioning teams to meet customer access and entitlement implementation needs; coordinating implementation milestones and deliverables
  • Consult with customers on education requirements; developing training strategies that promote CME Group service adoption; drive adoption of customer enablement and self-service tools by conducting demonstrations, facilitating standard scheduled and ad hoc training sessions on administrator and reporting tools    
  • Collaborate with other cross-functional provisioning teams to Identify and pursue opportunities to continually streamline the implementation process; trending non-standard requests to identify opportunities to create new standard implementation profiles; identifies opportunities to continually enhance training strategies and content.  Routinely shares feedback with appropriate cross-functional teams to help further increase customer adoption of self-service tools 
  • In some instances, the Implementation Specialist may be required to travel to customer locations to represent CME Group’s commitment to customer satisfaction
  • Other duties as assigned

 

Requirements:

  • Bachelor’s degree or equivalent work experience preferred.
  • Demonstrable practical experience with external customer service in a technology services business. Support customers from multiple countries in a 24/7 environment.
  • Proven experience with building and managing relationships with Sales and Account Management staff.
  • Demonstrates strong verbal and written communication skills, organization and problem-solving skills with ability to multi-task while still ensuring attention to detail.
  • Extensive experience with managing projects and processes with a demonstrated record of continuous improvement.
  • Excellent communication skills with vertical and horizontal levels of an organization.
  • Demonstrate ability to deal with ambiguity.
  • Understanding of best practices to help with development of risk mitigation policies, security requirements, and for access to support CFTC and SOX requirements.
  • Help desk Institute (HDI) certification a plus
  • Proficient in Microsoft Office as well as technical abilities to learn customer relationship management tools and applications.

 





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