Client Services Manager

EC1 Partners; Greater London; On-site; GBP 60,000 - 80,000

Job description

Client Service Manager:

Company:

Working with a leading, independent provider of historical data and analytics to capital market participants. My client provides banks, brokers, asset managers, hedge funds and global exchange groups to order book data and advanced pre and post trade analytics, in a scalable environment.

Responsibilities:

1. Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients.
2. Project manage the customer onboarding process to successful deployment by leading and coordinating internal and external activities.
3. Educate customers and proactively improve customer experience.
4. Identify upsell opportunities and work with the sales team to upsell existing accounts.
5. Collect customer feedback and ensure it is fed into the product development cycle.
6. Build customer relationships and drive loyalty.
7. Build and implement customer success playbooks for each client segment.
8. Liaise with sales and product teams to understand and represent client needs.
9. Liaise with the marketing team for better user insights and thought leadership.
10. Reduce churn and ensure client retention.

Qualifications:

1. Strong understanding of pre- and post-trade analysis needs of the trading community (exchanges, sell-side and buy-side).
2. Bachelor’s degree or above or equivalent work experience.
3. Ability to build strong relationships externally with customers’ key stakeholders and internally with multiple teams.
4. Excellent communication and presentation skills.
5. Good technical skills required to support a range of products.
6. Strong organisation skills.
7. An analytical and metrics-driven workstyle to identify client opportunity as well as risk.

If you believe your experience meets the criteria, please apply with a copy of your CV.