Senior Specialist, Customer Success

Job Description

Job Description Job Purpose The Senior Specialist will be assigned to oversee a territory of high value customers The role is expected to build up a deep understanding of the services our accounts are contracted for, the underpinning infrastructure, as well as the customer s use of our products in downstream applications and users Responsibilities Ensures the infrastructure in place is optimized and future proofed to deliver the services in the best possible way Any current or future capacity/performance constraints or technology obstacles are understood and mitigated ahead of time Pro-actively organize customer meetings, technology and content workshops, product, and strategy presentations Maintains an expert view on all product roadmaps and ensures our customer knowledge of upcoming new content additions, technology enhancements and strategic product launches Navigates and networks key business sponsors and technical leads to drive increased adoption and usage of our data Ensures all ongoing service incidents are prioritized and acts as a point of escalation to help resolve and if necessary, expedite any perceived issues impacting service Works closely with Customer Engineering, Client Services, Delivery, and Exchange Relations to oversee any project related work Knowledge and Experience 7-10 years of experience in the market data, front office and/or electronic trading domain in a Technical Account Management, Client Success, Pre-Sales, Support or Product capacity role Significant exposure to associated technology, connectivity, terminology, vendors, trading venues, market forces and regulation Excellent understanding of financial markets, the trading life cycle and related terminology Knowledgeable of various asset classes covering real-time data, referential and historical data Technical Skills Expert user of Microsoft Excel, Visio, PowerPoint Understanding of networking and associated protocols UNIX or similar command-line experience (desirable) Programming experience at some level in Java, C# or C++ (desirable) Personal Skills Confident and professional communicator, both verbal and written Logical and methodical at troubleshooting Comfortable following established processes and procedures as well as identifying the need for process improvement where needed Ability to multi-task and prioritize under pressure Strong presentation and organization skills Excellent time management skills Fluent in Business English Schedule This role offers work from home flexibility of one day per week