Senior Specialist, Customer Success

4 weeks ago

Hyderabad, Telangana, India ICE Full time
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.

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